A study on the impact of courier service quality on customer satisfaction in Malaysia

The objective of this study is to examine the impact of courier service quality on customer satisfaction in Malaysia. Service quality is crucial in a company's operational activities because it has a great impact on customer satisfaction and loyalty. Service quality will be measured in five dimensions: reliability, responsiveness, empathy, assurance, and tangibles. Customers are the key to winning in the competition among business practitioners. Service quality is an important component of the marketing mix that has an impact on consumers. Service quality is an important component in influencing customers when it comes to increasing customer loyalty. The data analyzed were collected from Malaysian citizens (aged 15 to 60 years). This study discusses the findings of the study and examines whether the objectives of this study can be achieved. Conclusions and recommendations will be presented in the final chapter.