Browsing by Author "LIM JIA YING"

Now showing 1 - 1 of 1
  • Thumbnail Image
    Item
    THE RELATIONSHIP BETWEEN SERVICE QUALITY, PRICE AND CUSTOMER SATISFACTION TOWARDS COURIER SERVICES IN PENANG.
    (2022) LIM JIA YING
    With the trend of e-commerce, every industry, and retailers everywhere intend to expand their operations to incorporate online shopping and this new form of retail hence brought set of opportunities as well as challenges to the courier and delivery services industry. The objective of this research is to examine the three service quality dimensions with an additional of price and identify which dimension causes the significant effect towards customer satisfaction. The online questionnaire was distributed for 136 respondents living in Malaysia who experiencing in using courier services to test the 4 hypothesis relationship namely reliability, responsiveness, assurance and price with customer satisfaction. Findings shows that all dimensions of service quality including price have positive and significant relationships towards courier service.