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 (Universitas Muhammadiyah Gresik)
Mohamad Hazeem Sidik (Universiti Malaysia Kelantan)
Muhammad Ashlyzan Bin Razik (Universiti Malaysia Kelantan)
Md Zaki Bin Muhamad Hasan (Universiti Malaysia Kelantan)
Norlinda Rozar (Universiti Malaysia Kelantan)

INNOVATION RESEARCH JOURNAL
Vol 4 No 1 (2023)

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.