An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies
Loading...
Date
2014
Authors
Tan, Siew Fang
Journal Title
Journal ISSN
Volume Title
Publisher
Universiti Sains Malaysia
Abstract
An Impact of service quality (i.e. tangibles, reliability, assurance, empathy and responsiveness) towards customer satisfaction in Pos Malaysia with the mediating role of self-service technologies has been well recognized. To contribute knowledge to this underexplored postal service area, a study, based on the gap theory and diffusion of innovation theory approach, was conducted on this Pos Malaysia research. A self-administered questionnaire was designed to establish the scales. The research mainly focused on the state of Perlis, Kedah, Penang and northern area of Perak, the northern region of Malaysia. 260 of questionnaires were successfully completed within a month in data collection period through the appointed representative to hand out to their friends, and customers who are waiting to consume products or services at post offices service counters. Statistical Package for the Social Sciences (SPSS) in version 22.0 was used to do the data analysis. Using the Binary Logistic Regression analysis, the findings explored that only responsiveness dimension have significant relationship with customer satisfaction. In mediation effect of self-service technologies, there are only reliability and responsiveness dimensions have positive relationship with customer satisfaction, and self-service technologies was found to partially mediate the relationship of SERVQUAL dimensions and customer satisfaction. Overall customer satisfaction which has been computed through CSI for Pos Malaysia was in the ‘good’ category as getting the score of 72.9. Despite the limitations, it is expected that in future, this research can contribute substantially to more understanding of the customer satisfaction towards postal service industry.
Description
Keywords
An impact of service quality towards , customer satisfaction in Pos Malaysia