Tan, Siew Fang
(2014)
An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies.
Masters thesis, Universiti Sains Malaysia.
Abstract
An Impact of service quality (i.e. tangibles, reliability, assurance, empathy and responsiveness) towards customer satisfaction in Pos Malaysia with the mediating role of self-service technologies has been well recognized. To contribute knowledge to this underexplored postal service area, a study, based on the gap theory and diffusion of innovation theory approach, was conducted on this Pos Malaysia research. A self-administered questionnaire was designed to establish the scales. The research mainly focused on the state of Perlis, Kedah, Penang and northern area of Perak, the northern region of Malaysia.
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