Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students

Nowadays, most of the institutions of higher education in Malaysia have developed the service which linked to the courier services, notably for students and other university’s citizens. Therefore, the establishment of UniStorage has been initiated to the universities in Malaysia as one of the initia...

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Main Author:	Anis Syamimi, Mohd Azlan
Format:	Thesis
Language:	eng eng eng
Published:	2020
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/9252/1/s824864_01.pdf https://etd.uum.edu.my/9252/2/s824864_02.pdf https://etd.uum.edu.my/9252/3/s824864_references.docx
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id	my-uum-etd.9252
record_format	uketd_dc
spelling	my-uum-etd.92522023-10-18T00:56:23Z Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students 2020 Anis Syamimi, Mohd Azlan Md Salleh, Salniza Othman Yeop Abdullah Graduate School of Business School of Business Management HF5001-6182 Business Nowadays, most of the institutions of higher education in Malaysia have developed the service which linked to the courier services, notably for students and other university’s citizens. Therefore, the establishment of UniStorage has been initiated to the universities in Malaysia as one of the initiatives for students to receive their parcels. Universiti Utara Malaysia which located at the northern part of the Malaysia peninsula has been selected as a research area in this study. Besides, this study aims to determine the relationship between the independent variables which chiefly include perception of timeliness, order accuracy, information quality, and personnel quality of courier service at UUM Parcel Center (UPC) with its perceived service quality among undergraduate students in UUM Sintok, Kedah as a dependent variable. A total of 377 undergraduate students in UUM Sintok were responding to this study. Throughout this study, a statistical tool called Statistical Package for the Social Science (SPSS) version 23 was used to analyze the collected data. Hence, descriptive statistics, sample T-Test, one-way ANOVA, Pearson correlation, and multiple linear regressions were applied to this study as well. The results of this study were clearly shown that the independent variables (timeliness, order accuracy, information quality, and personnel quality) had a positive impact on the dependent variable (perceived service quality) and besides, influence the level of customers‟ satisfaction as well. Also, it suggested for future research to conduct this similar study to be extended to determine other determinants factor that influence perceived service quality in the courier service industry. 2020 Thesis https://etd.uum.edu.my/9252/ https://etd.uum.edu.my/9252/1/s824864_01.pdf text eng public https://etd.uum.edu.my/9252/2/s824864_02.pdf text eng public https://etd.uum.edu.my/9252/3/s824864_references.docx text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Md Salleh, Salniza
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Anis Syamimi, Mohd Azlan Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students
description	Nowadays, most of the institutions of higher education in Malaysia have developed the service which linked to the courier services, notably for students and other university’s citizens. Therefore, the establishment of UniStorage has been initiated to the universities in Malaysia as one of the initiatives for students to receive their parcels. Universiti Utara Malaysia which located at the northern part of the Malaysia peninsula has been selected as a research area in this study. Besides, this study aims to determine the relationship between the independent variables which chiefly include perception of timeliness, order accuracy, information quality, and personnel quality of courier service at UUM Parcel Center (UPC) with its perceived service quality among undergraduate students in UUM Sintok, Kedah as a dependent variable. A total of 377 undergraduate students in UUM Sintok were responding to this study. Throughout this study, a statistical tool called Statistical Package for the Social Science (SPSS) version 23 was used to analyze the collected data. Hence, descriptive statistics, sample T-Test, one-way ANOVA, Pearson correlation, and multiple linear regressions were applied to this study as well. The results of this study were clearly shown that the independent variables (timeliness, order accuracy, information quality, and personnel quality) had a positive impact on the dependent variable (perceived service quality) and besides, influence the level of customers‟ satisfaction as well. Also, it suggested for future research to conduct this similar study to be extended to determine other determinants factor that influence perceived service quality in the courier service industry.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Anis Syamimi, Mohd Azlan
author_facet	Anis Syamimi, Mohd Azlan
author_sort	Anis Syamimi, Mohd Azlan
title	Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students
title_short	Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students
title_full	Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students
title_fullStr	Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students
title_full_unstemmed	Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students
title_sort	determinants of perceived service quality in uum parcel center (upc): a study on the perception of courier service quality among uum undergraduate students
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2020
url	https://etd.uum.edu.my/9252/1/s824864_01.pdf https://etd.uum.edu.my/9252/2/s824864_02.pdf https://etd.uum.edu.my/9252/3/s824864_references.docx
_version_	1783729387824218112

Determinants of perceived service quality in UUM Parcel Center (UPC): A study on the perception of courier service quality among UUM undergraduate students

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