FACTORS AFFECTING THE LEVEL OF CUSTOMER SERVICE SATISFACTION TOWARDS THE COURIER SERVICE MANAGEMENT QUALITY AT JOHOR BAHRU

Abstract

The purpose of this study is to assessed the level of customer service satisfaction towards the courier service management in Johor Bahru. This research also to evaluate the relationship between courier service quality and customer satisfaction in courier service management, as well as to determine the factors that influencing the level of customer satisfaction towards the courier service management in terms of service quality. In this research, customer satisfaction were determined through their own experience, customer service satisfaction, and service quality provided by the courier company. An online survey were distributed through the google form to the respondents and analysed by using
SPSS software. The finding shows there were a significant relationship between customer satisfaction and courier service quality from the courier service management. The result also discovered the leve lof the customer satisfaction and the factors that influence the level of customer satisfaction toward the courier service managemnet quality. Therefore, this study had provided recommendation for improving courier service management through customer experience in terms of service efficiency.