Service quality through employee knowledge, skills and abilities (KSAs): a study among third party logistics in Iskandar Malaysia

Roslan, Nor Atiqah Aima (2017) Service quality through employee knowledge, skills and abilities (KSAs): a study among third party logistics in Iskandar Malaysia. Masters thesis, Universiti Tun Hussein Onn Malaysia.

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Abstract

Logistics in Iskandar Malaysia has been one of the identified growth nodes and has been contributing high revenue through wholesale and retail trade (42.2%) and transport and related (12.7%). The main objectives of this study are to identify the necessary service quality dimensions that customers expect from the logistics service providers, to identify the gaps between customers’ satisfaction and desire, and to explore knowledge, skills and abilities (KSAs) required for employees of logistics service providers to provide excellent services. Hence, this study is aimed to examine the service quality provided by third party logistics in Iskandar Malaysia. The scopes of this study are the customers from three pillars of Iskandar Malaysia that outsource their logistics activities, and human resource representatives from third party logistics service providers. This study used both quantitative and qualitative methods. The sampling method used for quantitative is quota sampling. The data obtained answered all three objectives of this study. There are six dimensions of service quality which they are tangible, reliability, responsiveness, assurance, empathy and service cost identified that are perceived to be necessary in third party logistics’ service. There are positive gaps for all six dimensions of service quality between the expectation of the customersbefore receiving the services and the perception of the customers after they receive the services. Lastly, there are 7 variables identified to be under knowledge factor, 12 variables for skills factor, 9 variables for abilities factor and 4 variables for other factors that are required for employees of logistics services. The findings are expected to help third party logistics service providers to enhance their service quality in order to ensure the satisfaction of their customers.

Item Type:Thesis (Masters)
Subjects:H Social Sciences > HF Commerce > HF5001-6182 Business
ID Code:9905
Deposited By:Mr. Mohammad Shaifulrip Ithnin
Deposited On:27 Mar 2018 11:43
Last Modified:27 Mar 2018 11:43

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