Customer Satisfaction of Pos Laju Malaysia Service During Pandemic Covid-19

Abstract

Providing good quality service in business activity is an important aspect for a sustainable competitive advantage. Customer satisfaction leads to an organization’s success. The relationship between service quality dimensions and customer satisfaction and the factors influencing customer satisfaction of Pos Laju Malaysia service during Pandemic Covid-19 were examined in this study. By applying the modified SERVQUAL model, four service quality dimensions (reliability, assurance, empathy and responsiveness) were used as the independent variables. Quantitative research and convenience sampling methods were used for data collection among Pos Laju Malaysia’s users. 383 questionnaires were collected through an online survey. Both spearman’s rho correlation analysis and multiple linear regression through IBM SPSS were applied. The findings found that reliability, empathy, assurance, and responsiveness were positively and significantly associated with customer satisfaction toward Pos Laju Malaysia services. Among four service quality dimensions tested, reliability was the strongest factor influencing customer satisfaction on courier services (Pos Laju Malaysia) during Pandemic Covid 19. These findings are essential to the practitioners specifically Pos Laju Malaysia in improving their existing practice in order to make sure their service meets customer satisfaction consistently.