Creating Sustainable Competitive Advantage Through Service Innovation: A Case Study Of Poslaju In Pos Malaysia Berhad

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dc.contributor.authorMd Yussoff, Yusliza
dc.date.accessioned2019-05-17T01:38:43Z
dc.date.available2019-05-17T01:38:43Z
dc.date.issued2014
dc.description.abstractPOS Malaysia Berhad is a premier postal service provider in Malaysia. POS Malaysia Berhad provides postal services throughout Malaysia; handling million of mail and items per day through a network of over 1,000 touch points countrywide includes Pos Malaysia Outlets, Pos Minis, Pos24 (Self-service Terminal), Post-On-Wheels (Mobile Outlets), postal agents and stamp agents. The evolution of technology over the years saw the emergence of digital media or internet changing the customer behaviours. According to annual report 2013, POS Malaysia Berhad service changed from traditional postal services to becoming one-stop provider of communications, financial services and supply chain solution. In line with their theme “Looking Ahead Going Beyond”, POS Malaysia Berhad service technologies changed in order to meet the demands and needs of customer changing behaviour and to carter new market place opportunity. Currently, POS Malaysia Berhad is regarded as the monopoly player in the national postal industry but in actual fact, it is not. To sustain in this industry, POS Malaysia Berhad has been strategizing its operation through PosMel (mail and posted services), PosLaju (courier and express mail services) and PosNiaga (retail business service); to compete directly and indirectly with other companies both domestic and international arenas. In this study, service innovation by PosLaju is analyzed to evaluate its impacts and effectiveness. Through interviews, issues such as service and product effectiveness, customer experiences and more and case issues were addressed. Analysis tools such as PEST analysis and SWOT analysis were used to analyse the internal and environmental factors of the case issues. Recommendations are given to improve the issues to enhance customer satisfaction, resulting for sustainable competitive advantage in the competitive postal industry.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/8218
dc.language.isoenen_US
dc.publisherUniversiti Sains Malaysiaen_US
dc.subjectCreating sustainable competitive advantageen_US
dc.subjectthrough service innovationen_US
dc.titleCreating Sustainable Competitive Advantage Through Service Innovation: A Case Study Of Poslaju In Pos Malaysia Berhaden_US
dc.typeThesisen_US
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