Courier Service

RESEARCH TITLE:

Selection of Courier Service Provider: a customer's perspective

I am student from UCSI University, B.A. (Hons) Logistics Management who is taking the subject; Independent Project B is conducting a survey on "Selection of Courier Service Provider: a customer's perspective".

The purpose of this study is to discover the relationship among customer satisfaction and service quality on courier service provider from customer perspective. The research objectives are:

1. To discover the relationship among customer satisfaction and service quality.

2. To discover the service quality of courier service provider that affect customer satisfaction.

3. To discover the satisfaction level of customer towards courier service provider.

Your opinion is important for me in analysing the research's title. Any information collection in this survey will be kept private and confidential.

Thank you for your participation.

Part A: The Courier Company's service quality

Instruction: Please CIRCLE your answer.

There is no right or wrong answer. Please choose which represents your opinion

Please indicate your answer by using the scale given below

1-Very dissatisfied 2-Fairy dissatisfied 3-Neither satisfied nor dissatisfied

4-Fairy satisfied 5-Very satisfied

Tangible

1. The appearance of the company's physical facilities. 1 2 3 4 5

2. Modern looking/ up-to-date equipment of the company. 1 2 3 4 5

3. The visual appeal of the materials associated with the service of the company. (e.g. Pamphlets and Statement) 1 2 3 4 5

Responsibility

1.The prompt services provided by the company's employees 1 2 3 4 5

2.The willingness of the company's employees to help customers 1 2 3 4 5

3.The effectiveness of the company's employees to inform the customers type of service being performed 1 2 3 4 5

4.Fast respond to customer's request by the company's employees 1 2 3 4 5

Reliability

1.The promises made by the company's employees to provide better service 1 2 3 4 5

2.The quality of delivery