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All Journal INNOVATION RESEARCH JOURNAL
Norlinda Rozar
Universiti Malaysia Kelantan
Religion Humanities Economics, Econometrics & Finance Engineering Languange, Linguistic, Communication & Media

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The Precedents of University’s Parcel Service Quality Towards Student Satisfaction in a Higher Education Institution using SERVQUAL Model: A Conceptual Framework Abdurrahman Faris Indriya Himawan; Mohamad Hazeem Sidik; Muhammad Ashlyzan Bin Razik; Md Zaki Bin Muhamad Hasan; Norlinda Rozar
INNOVATION RESEARCH JOURNAL Vol 4 No 1 (2023)
Publisher : Universitas Muhammadiyah Gresik

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30587/innovation.v4i1.5441

Abstract

Service quality is among the most crucial determinant for customer satisfaction in the parcel service industry. It consists of tangibility, reliability, assurance, empathy and responsiveness. However, there is lack of research and knowledge available on the customer satisfaction with the parcel service especially in higher education level. The purpose of the research is to develop a SERVQUAL framework on student satisfaction with University’s Parcel Service Quality in a higher education institution. Therefore, this paper can act as benchmark for parcel services to checklist their quality. Future researcher can use this research as the foundation and reference about the precedents of the university’s parcel service toward the customer/student satisfaction.
Co-Authors Abdurrahman Faris Indriya Himawan Md Zaki Bin Muhamad Hasan Mohamad Hazeem Sidik Muhammad Ashlyzan Bin Razik