An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies
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, b...
| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2014
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| Online Access: | http://eprints.usm.my/44483/ http://eprints.usm.my/44483/1/TAN%20SIEW%20FANG.pdf |
| _version_ | 1848880072119812096 |
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| author | Tan, Siew Fang |
| author_facet | Tan, Siew Fang |
| author_sort | Tan, Siew Fang |
| building | USM Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-15T17:57:18Z |
| format | Thesis |
| id | usm-44483 |
| institution | Universiti Sains Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T17:57:18Z |
| publishDate | 2014 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | usm-444832019-05-31T02:02:25Z http://eprints.usm.my/44483/ An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies Tan, Siew Fang HF5001-6182 Business 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. 2014 Thesis NonPeerReviewed application/pdf en http://eprints.usm.my/44483/1/TAN%20SIEW%20FANG.pdf 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. |
| spellingShingle | HF5001-6182 Business Tan, Siew Fang An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies |
| title | An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies |
| title_full | An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies |
| title_fullStr | An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies |
| title_full_unstemmed | An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies |
| title_short | An Impact Of Service Quality Towards Customer Satisfaction In Pos Malaysia: The Mediating Role Of Self-Service Technologies |
| title_sort | impact of service quality towards customer satisfaction in pos malaysia: the mediating role of self-service technologies |
| topic | HF5001-6182 Business |
| url | http://eprints.usm.my/44483/ http://eprints.usm.my/44483/1/TAN%20SIEW%20FANG.pdf |