Impact of Customer Service, Service Quality, Price Fairness and Perceived Value on Customer Satisfaction: A Study at APL Logistics.

This project was implemented to analyse the level of customer satisfaction in APL Logistics and is the main function. APL Logistics Global Support Services (M) is located in Subang Jaya, Malaysia. A total of 140 respondents among customers were selected randomly to respond on this study. The quantitative method was used in a descriptive approach and inferential testing were performed from the data collected through the questionnaire. The data were analysed through the Statistical Package for Social Science Version 22. The Descriptive Analysis, Pearson Correlation, Multiple Linear Regression analysis and Independent Sample T-Test were adapted in this study. Based on the descriptive statistical analysis obtained the independent variable researchers for customer service and customer satisfaction were at moderate level. While for service quality and customer satisfaction, price fairness and customer satisfaction, perceived value and customer satisfaction are at a high level. The dependent variables of customer satisfaction is at a high level. The findings of Pearson Correlation analysis showed that there was a strong relationship between customer service and customer satisfaction, service quality and customer satisfaction, price fairness and customer satisfaction, perceived value and customer satisfaction. The results of Multiple Linear Regression analysis result identified that perceived value and customer satisfaction had the most positive significant relationship which mean perceived value is the variable that contributed the most for customer satisfaction. The results of lndependt Sample J'-Test analysis showed that there is not difference in the mean customer satisfaction score for male and female customer. The end results of the measurement instrument used for this project had reassuringly met the degree of reliability for this analysis. Besides that, all the hypotheses stated had confirmed have a relationship with customer satisfaction. All objectives that has set forth accomplished throughout this research being supervised. In the nutshell, this whole project was to understand how customers of APL Logistics Global Support Services (M) were gained and how APL Logistics maintained the customer satisfaction · through customer service, service quality, price fairness and perceived value.

Projek ini dilaksanakan untuk menganalisis tahap kepuasan pelanggan APL Logistics yang berpusat pada APL Logistics Global Support Services (M) yang terletak di Subang Jaya, Malaysia. Sebanyak 140 responden di kalangan pelanggan yang menjalankan perniagaan mereka di Malaysia hanya memilih secara rawak dan bertindak balas terhadap kajian ini. Kaedah kuantitatif yang digunakan dalam kajian ini adalah ujian deskriptif dan inferensi dari data yang dikumpulkan dari soal selidik. Data dianalisis melalui Statistical Package for Social Science Version 22. Analisis yang digunakan adalah Analisis Deskriptif, Korelasi Pearson, Analisis Regresi Berganda dan Uji T Sampel Bebas. Berdasarkan analisis statistik deskriptif yang diperoleh penyelidik pemboleh ubah bebas untuk perkhidmatan pelanggan dan kepuasan pelanggan berada pada tahap sederhana. Sementara untuk kualiti perkhidmatan dan kepuasan pelanggan, keadilan harga dan kepuasan pelanggan, nilai yang dirasakan dan kepuasan pelanggan berada pada tahap tinggi. Pemboleh ubah bersandar kepuasan pelanggan berada pada tahap tinggi. Hasil temuan analisis Pearson Correlation menunjukkan bahawa terdapat hubungan yang kuat antara layanan pelanggan dan kepuasan pelanggan, kualiti layanan dan kepuasan pelanggan, keadilan harga dan kepuasan pelanggan, nilai yang dirasakan dan kepuasan pelanggan. Hasil analisis Analisis Regresi Linier Berganda dapat dikenal pasti bahawa nilai yang dirasakan dan kepuasan pelanggan mempunyai hubungan signifikan paling positif yang bermaksud nilai yang dirasakan adalah pemboleh ubah yang memberikan sumbangan paling besar untuk kepuasan pelanggan. Hasil analysis Uji T Sampel Bebas menunjukkan tiada perbezaan skor min kepuasan pelanggan bagi pelanggan lelaki dan pelanggan perempuan. Hasil akhir instrumen pengukuran yang digunakan untuk projek ini telah meyakinkan tahap kebolehpercayaan untuk analisis ini. Selain itu, semua hipotesis yang dinyatakan telah mengesahkan mempunyai hubungan dengan ~epuasan pelanggan. Semua objektif yang telah ditetapkan dicapai sepanjang penyelidikan ini diselia. Ringkasnya, keseluruhan projek ini sangat berharga untuk memahami bagaimana pelanggan APL Logistics Global Support Services (M) memperoleh dan mengekalkan kepuasan pelanggan melalui perkhidmatan pelanggan, kualiti perkhidmatan, keadilan harga dan nilai yang dirasakan.