Determinant of Customer Satisfaction Towards Pos Laju Malaysia Services During Movement Control Order

Abstract

Logistics service quality (LSQ) is one of the most vital factors for customer satisfaction, especially in the courier industry. This study aimed to identify the determinants of customer satisfaction towards Pos Laju Malaysia service during the Movement Control Order (MCO). The study also examined the relationship between the LSQ dimensions and customer satisfaction. Based on the LSQ theory, customer satisfaction is measured based on the quality of information, condition or accuracy of order, timeliness, and quality of contact personnel. This study used a quantitative research method mainly based on the primary data. Four hundred questionnaires were distributed virtually. Descriptive analysis, reliability analysis, correlation analysis, and multiple linear regression were applied to achieve the study objectives. The study findings found a significant relationship between LSQ dimensions (quality of information, condition or accuracy of order, timeliness, and quality of contact personnel) and customer satisfaction. The study also discovered that the quality of information, condition or accuracy of order, timeliness, and quality of contact personnel were significant determinants of customer satisfaction towards the courier service of Pos Laju Malaysia during the MCO. In conclusion, this study supported all the hypotheses.