Ok, this is my second review, discovered this paper earlier this year while updating my references for the Malaysian related Logistics Service Quality. This one is written by 5 person..5 pages.. Wow! The Author: Jessica Sze Yin Ho, Derek Ong Lai Teik, Felicia Tiffany, Loong Fatt Kok, and tat Yang Teh all from Sunway University Business School. This paper was stated published in 2012 International Conference on Economics, Business Innovation. Interesting read.
They're incorporating some of the LSQ variables namely timeliness, condition / Accuracy of order, quality of information and availability / quality of personnel and it's impact towards customer's satisfaction. 200 respondents. (Hmm..Something to ponder. Why most research in Malaysia only received average of 150 - 200 respondent? I'm looking forward to understand the rationale of why most western countries received better respondents compared to the Malaysian. I don't know about other SEA research, well should look into this soon!) Wait, their respondents are among person who have used courier services, well I might suggest them to identify numbers of couriers customer from courier companies.
In addition, it is also important to know from the courier companies what are the most common problem that customer's complained. They've used Multiple Regression and has identified Timeliness has replaced by 'condition/accuracy of order' the customers' priority. There's no justification why do they used 4 likert scale. Well, bigger scale allows better detailed analysis. 2.9 - 3 mean for customer satisfaction . I just have some disagreement on the discussion and Conclusion chapter, as authors concluded that there are changes in trend of customers in the industry based on previous Malaysian research.
While their research were only based on Courier industry for the first time, there are no evidence which they can compare with the similar industry studied. Different industry may have different findings. They also discussed on their findings that availability / Quality of Personnel are not significant in their study, and suggested for companies to conduct training. I guess that's not the issue. The multiple regression indicated that customers are not sensitive to quality of personnel, in simple word they don't bother much whether the personnel are in good quality or not. It doesn't mean that personnel are in poor quality, slow, non-responsive etc.There are possibly other process or other variables significant or linked with personnel quality. Considering the limitations stated i guess this paper is pretty good one. Looking forward to read the extension of it.
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