Published July 7, 2021 | Version v1
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CUSTOMER SATISFACTION AND CUSTOMER LOYALTY ON COURIER SERVICE QUALITY IN MALAYSIA: A REVIEW OF POSLAJU

Description

This paper intends to identify the customer satisfaction and customer loyalty on courier service quality in Malaysia based on a review of PosLaju. The service quality that the courier service provides has an adverse impact on the satisfaction that customers received. Customer loyalty on the use of the courier service depends on how satisfied the customers are with the service quality. This research uses the design theory of SERVQUAL that is usually used in service quality literature as the basic theory to study the consequence of service quality of PosLaju on customer satisfaction and customer loyalty. A comprehensive literature review is carried out from various sources to understand customer satisfaction, customer loyalty, service quality, tangibility, reliability, assurance, empathy, and responsiveness. Descriptive analysis, reliability test, Pearson Correlation Coefficient, and multivariate linear regression analysis method were used as a method of data analysis to interpret the results. A pilot study was conducted, and the results were tested for its reliability before distributing it to the respondents. The results obtained from this research could help PosLaju to have greater control over their SERVQUAL used in the courier service in order to gain customer satisfaction and customer loyalty.

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CUSTOMER SATISFACTION AND CUSTOMER LOYALTY ON COURIER SERVICE QUALITY IN MALAYSIA-A REVIEW OF POSLAJU.pdf