Courier Service
RESEARCH TITLE:
Selection of Courier Service Provider: a customers perspective
I am student from UCSI University, B.A. (Hons) Logistics Management who is taking the subject; Independent Project B is conducting a survey on “Selection of Courier Service Provider: a customers perspective”.
The purpose of this study is to discover the relationship among customer satisfaction and service quality on courier service provider from customer perspective. The research objectives are:
To discover the relationship among customer satisfaction and service quality.
To discover the service quality of courier service provider that affect customer satisfaction.
To discover the satisfaction level of customer towards courier service provider.
Your opinion is important for me in analysing the researchs title. Any information collection in this survey will be kept private and confidential.
Thank you for your participation.
Part A: The Courier Companys service quality
Instruction: Please CIRCLE your answer.
There is no right or wrong answer. Please choose which represents your opinion
Please indicate your answer by using the scale given below
1-Very dissatisfied
2-Fairy dissatisfied
3-Neither satisfied nor dissatisfied
4-Fairy satisfied
5-Very satisfied
Tangible
1. The appearance of the companys physical facilities.
2. Modern looking/ up-to-date equipment of the company.
3. The visual appeal of the materials associated with the service of the company. (e.g. Pamphlets and Statement)
Responsibility
1.The prompt services provided by the companys employees
2.The willingness of the companys employees to help customers
3.The effectiveness of the companys employees to inform the customers type of service being performed
4.Fast respond to customers request by the companys employees
Reliability
1.The promises made by the companys employees to provide better service
2.The quality of delivery