The evaluation of customer satisfaction on service delivery by post office in Malaysia: A service quality and service feature perspective

• Published in: Advances in Business and Management
• Main Author: Mansor N.; Daud R.; Zakaria Z.; Daud N.M.
• Format: Book chapter
• Language: English
• Published: Nova Science Publishers, Inc. 2011
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-84891538701&partnerID=40&md5=13bac84290dbc0b561f79490b97df609

The main objective of this chapter is to determine the level of customer satisfaction pertaining to the service offered by main district post office in the state of Terengganu, Malaysia. Respondents were chosen from all seven districts in the state by using a combination of quota and purposive sampling technique. For every district, 100 respondents from each district were chosen and questionnaires were personally administered to the respondents for the data. As a result, a total of 700 completed questionnaires were collected. Findings on the study revealed that most of the recipients were satisfied with the service offered. It further suggested that the relationship between customer satisfaction with service features and service quality is positive and significant. Moreover, this chapter is perhaps one of the studies that concentrate on customer satisfaction and service quality at post office in Malaysia. © 2011 Nova Science Publishers, Inc. All rights reserved.