Determinant of Customer Satisfaction Towards Pos Laju Malaysia Services During Movement Control Order

Authors

  • Nur Syafiqah A. Samad Universiti Malaysia Kelantan
  • Siti Fariha Muhamad Universiti Malaysia Kelantan
  • Nurul Syuhada Zakaria Universiti Malaysia Kelantan
  • Norzalizah Bahari Universiti Malaysia Kelantan
  • Azira Hanani Ab Rahman Universiti Malaysia Kelantan

DOI:

https://doi.org/10.17687/jeb.v9i2.794

Keywords:

courier services, customer satisfaction, logistics service quality, determinant, relationship, LSQ

Abstract

Logistics service quality (LSQ) is one of the most vital factors for customer satisfaction, especially in the courier industry. This study aimed to identify the determinants of customer satisfaction towards Pos Laju Malaysia service during the Movement Control Order (MCO). The study also examined the relationship between the LSQ dimensions and customer satisfaction. Based on the LSQ theory, customer satisfaction is measured based on the quality of information, condition or accuracy of order, timeliness, and quality of contact personnel. This study used a quantitative research method mainly based on the primary data. Four hundred questionnaires were distributed virtually. Descriptive analysis, reliability analysis, correlation analysis, and multiple linear regression were applied to achieve the study objectives. The study findings found a significant relationship between LSQ dimensions (quality of information, condition or accuracy of order, timeliness, and quality of contact personnel) and customer satisfaction. The study also discovered that the quality of information, condition or accuracy of order, timeliness, and quality of contact personnel were significant determinants of customer satisfaction towards the courier service of Pos Laju Malaysia during the MCO. In conclusion, this study supported all the hypotheses.

Author Biographies

Nur Syafiqah A. Samad , Universiti Malaysia Kelantan

Department of Business,
Faculty of Entrepreneurship and Business,
Universiti Malaysia Kelantan.

Siti Fariha Muhamad, Universiti Malaysia Kelantan

Department of Business,
Faculty of Entrepreneurship and Business,
Universiti Malaysia Kelantan

Nurul Syuhada Zakaria, Universiti Malaysia Kelantan

Faculty of Entrepreneurship and Business,
Universiti Malaysia Kelantan.

Norzalizah Bahari, Universiti Malaysia Kelantan

Department of Entrepreneurship,
Faculty of Entrepreneurship and Business,
Universiti Malaysia Kelantan.

Azira Hanani Ab Rahman, Universiti Malaysia Kelantan

Department of Business,
Faculty of Entrepreneurship and Business,
Universiti Malaysia Kelantan.

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Published

2021-12-31

How to Cite

A. Samad , N. S. ., Muhamad, S. F. ., Zakaria, N. S. ., Bahari, N. ., & Ab Rahman, A. H. . (2021). Determinant of Customer Satisfaction Towards Pos Laju Malaysia Services During Movement Control Order. Journal of Entrepreneurship and Business, 9(2), 97–108. https://doi.org/10.17687/jeb.v9i2.794