文章基本信息

标题：Service Quality: A Case Study of Logistics Sector in Iskandar Malaysia Using SERVQUAL Model
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作者：Nor Atiqah Aima Roslan ; Nor Atiqah Aima Roslan ; Eta Wahab 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2015
卷号：172
页码：457-462
DOI：10.1016/j.sbspro.2015.01.380
语种：English
出版社：Elsevier
摘要：AbstractThis study is aimed to review the logistics service quality provided by third party logistics in Iskandar Malaysia. Logistics sector is one of the economic growth nodes in Iskandar Malaysia. Thus, the ability of logistics service providers to deliver the best service quality is imperative to ensure higher customers’ satisfaction and better service performance. The main objective of this study is to identify gaps between customers’ satisfaction and desire; and to identify the relationship between customers’ satisfaction with the service quality offered by the logistics service providers in Iskandar Malaysia.
关键词：Service quality;SERVQUAL model;logistics;Iskandar;Malaysia