Project Dissertation

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TO STUDY THE RELATIONSHIP BETWEEN POS LAJU’S SERVICE QUALITY AND CUSTOMERS’ SATISFACTION
(2022) LEE ETHAN
It is obvious that customers are important assets for organizations and their satisfaction is a priority to management. In recent years, a lot of companies concern about the customers’ satisfaction because it will affect the company’s reputation, profitability significantly. The service quality has become an aspect of customers’ satisfaction. It had been proven by several researchers that service quality is related to customers’ satisfaction. Purpose: To study the relationship between service quality dimensions and customers’ satisfaction. Method: The research used quantitative data from customers that used Pos Laju’s courier service. The researcher used the software SPSS version 25 to analyse the data collected. Findings: The study showed reliability, assurance and empathy has significant relationship with customers’ satisfaction. Responsiveness do not significant related to customers’ satisfaction. "