Service Quality: A Case Study of Logistics Sector in Iskandar Malaysia Using SERVQUAL Model

Abstract

This 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.