The library of Universiti Malaysia Kelantan has the right to make copies for research purposes only. Factors of high-level logistics service are one of the most important determinants of customer happiness.
INTRODUCTION
- Background of the Study
- Problem Statement
- Research Questions
- Research Objectives
- Scope of the study
- Significance of Study
- Definition of Terms
- Customer demand management capability
- Innovation capability
- Information management capability
- Organization of the Proposal
We will have a deeper understanding of the factors of high-level logistics services to improve customer satisfaction at Kelantan thanks to this essay. In the theoretical segment, we will discuss the relationship between the factors of high-level logistics services and customer satisfaction based on a thorough examination of the literature.
LITERATURE REVIEW
- Introduction
- Underpinning Theory
- Previous Study
- Customer Satisfaction
- Innovation capab ility
- Customer demand management capability
- Information management
- Hypotheses Statement
- Independent Variable 1 and Dependent Variable
- Independent Variable 2 and Dependent Variable
- Independent Variable 3 and Dependent Variable
- Conceptual Framework
- Summary
All elements of the logistics process are driven by the client's requirements, which are reflected in the order itself. The ability to manage customer demand is one of the key logistics factors that can increase customer satisfaction.
RESEARCH ME THODOLOGY
- Introduction
- Research Design
- Data Collection Method
- Primary data collection method
- Study Population
- Sample Size
- Sample Techniques
- Research Instrument Development
- Measurement of the Variables
- Nominal Scale
- Interval scale
- Procedure for Data Analysis
- Pilot Test
- Frequency Analysis
- Descriptive Analysis
- Reliability Analysis
- Normality Test
- Pearson’s Correlation Coefficient Analysis
- Summary
The aims and inquiries of the study's research will be linked to our online questionnaire. The sample size for this research will be determined as 260 people, which will be representative of the entire population. The researcher can use SPSS to make sense of the data used in quantitative research.
The analysis of the pilot study will serve as a basis for larger studies in the future. In this study, descriptive analysis will be used to generate the previous aspect and data component. In this part of the study, it will be more useful to create a flawless questionnaire.
DATA ANALYSIS AND FINDINGS
Introduction
Pilot Test
The α for the dependent variable, namely customer satisfaction, is 0.936, indicating that reliability was excellent. The first α was 0.940 for the independent variable 1 (innovation capacity), which was indicated to be good and reliable. The second α was 0.944 for the independent variable 2 (the ability to manage customer demand), which was found to be acceptable and reliable.
Frequency Analysis
- Gender
- Race
- Age
- Academic Qualification
The general findings of this study therefore provided a strong indication of the strength of the relationship. The percentage based on Figure 4.1 indicated that there were more female respondents than male respondents. Based on Table 4.3, which shows in terms of race, the majority of respondents were Chinese, accounting for 106 respondents (40.8%), followed by Malay, accounting for 90 respondents (34.6%).
The third highest respondents came from Indian with 57 respondents (21.9%) and last was other with 7 respondents (2.7%). Therefore, the Chinese race people had the highest percentage compared to other races based on figure 4.2.
Descriptive Analysis
- Customer Satisfaction
- Innovation Capability
- Customer demand management capability
- Information management capability
Customer satisfaction will increase due to the professional services and pleasant behavior of the company, as well as due to the fast delivery and collection of the products purchased by the customers. Helping customers contact insurance companies to file claims will increase customer satisfaction. Regarding the ability to manage customer demand, the mean score for variable 2 is 4.20.
It might read: "Increase customer satisfaction by helping customers connect with insurance firms to make claims for settlement." The lowest average is a 4.00 on variable 5. The respondents' agreement with the statement "The services for returning and exchanging products are easy, convenient and responsible will boost customer satisfaction" is shown by variable 3's mean score which is more than 4.2. With an average score between 4.08 and 4.28, it is clear that all respondents strongly agree with the statement found in variable 3.
Reliability Test
The Cronbach's alpha for each variable was calculated using the reliability analysis tool in SPSS and is shown in Table 4.12. In this model, levels of customer satisfaction, innovation capacity, and ability to manage customer demand all function as independent variables. The SPSS data show that the Cronbach's alpha values for the three independent variables are 0.910 and 0.910, respectively.
The Cronbach's alpha score of 0.894 for the dependent variable "Information Management Capabilities" shows good levels of internal consistency. A total of 260 participants were surveyed, and the findings confirmed the validity and reliability of the actual questionnaire.
Normality Test
The results of the Shapiro-Wilk and Kolmogorov-Smirnov normality tests were presented in Table 4.13. The significant value result of the Kolmogorov-Smirnov test, which was a p-value less than 0.05 for all the variables, was shown in the table above. In addition, the table showed the Shapiro-Wilk test significant value result, which was a p-value of 0.05 or less for all variables.
The normality test therefore revealed that all the variables did not indicate a normal distribution and the null hypothesis of each variable was rejected.
Pearson’s Correlation Coefficient Analysis
- The relationship between the innovation capability and customer
- The relationship between the customer demand management capability and
- The relationship between the information management capability and
Coefficient, this study accepted H1 because it proved with the result of 0.801 that there was a significant relationship between the innovativeness and customer satisfaction. From the result, H1 showed that the relationship between innovation ability and customer satisfaction was strong. Meanwhile, H0 was rejected because the value was 0.00 where there is no significant relationship between customer demand management ability and customer satisfaction.
From the result, H2 indicated that the level of relationship between customer demand management ability and customer satisfaction was strong. Meanwhile H0 was rejected because the value was 0.00 where there is no significant relationship between information management capability and customer satisfaction. From the result, H3 indicated that the level of relationship between information management capability and customer satisfaction was strong.
Chapter Summary
DISCUSSION AND CONCLUSION
Introduction
Key Finding
Morgan (1970), a sample size of 260 respondents was required for this study, with 118 males and 142 females completing the attached questionnaires. SPSS software was used to evaluate the data collected for this investigation. A pilot test was necessary to determine the validity of the independent and dependent variables before distributing the questionnaires to students to ensure that all questions could support the research.
As a result, the results indicated that the use of the questionnaire for this research was sufficient and considered acceptable. To evaluate the research objectives, we conducted descriptive analysis, frequency analysis, reliability analysis, normality test and Pearson correlation coefficient analysis. Therefore, all the objectives of the research were achieved with the help of this study.
Discussion
- Hypothesis 1
- Hypothesis 2
- Hypothesis 3
As based on Pearson's correlation coefficient analysis in chapter four, we found that there is a positive relationship between the ability to manage customer demand and customer satisfaction. According to a study by Demand Management is a strategy that will estimate the need for certain goods or services and plan how to supply that demand, according to a recent study by Reinblatt (2022). According to Fritze (2021), a logistics service provider must make a workable plan to handle the current and future situations of various target markets by using demand management to improve customer satisfaction.
As based on the Pearson Correlation Coefficient analysis in Chapter four, we have determined that there is a positive relationship between the information management capability and customer satisfaction. It follows that under some environmental conditions more than others, managing customer information may have a greater beneficial impact on company outcomes such as customer satisfaction and firm performance. According to Byrd's research (2022), a logistics service provider needs a well-implemented information management capacity to forge lasting relationships with their customers.
Implications of the Study
These factors should be further investigated because, as already stated, other researchers have shown that they have an impact on customer satisfaction. This study was designed to identify potential future routes of customer satisfaction that have an exogenous relationship with various factors. To increase customer satisfaction in Kelantan, we will have a greater understanding of the components of logistics services at a high level.
The study of customer satisfaction in connection with logistics services is the primary focus of this study. When a brand satisfies its customers' needs and wants, it has achieved customer satisfaction. By evaluating customer loyalty, customer satisfaction can also be used to predict whether logistic services will be maintained or how long a product will last.
Limitations of the Study
Recommendations for Future Research
The researcher will be asked to expand their scope, perhaps conducting a survey of all Malaysians who have ever used a certain logistics service. In addition, it is possible for logistics firms to grow their businesses sustainably by offering additional services, such as those that are logistics firms, to meet the fundamental demands of their customers and certain extras. Logistics firms can take advantage of this opening by providing superior online and offline customer service, for example by installing track and trace software so customers can monitor the progress of their deliveries and by creating an FAQ website to address frequent concerns.
The researcher can get strong and best results by using both quantitative methods such as a questionnaire and qualitative methods such as an interview. This is because the interview gives the respondents a voice in the questions asked and gives the researcher insight into the respondents' needs. Future research findings may delve further into how logistics companies' complementary offerings affect customer happiness in the modern age of rapid economic expansion.
Overall Conclusion of the Study
High-level logistics elements that affect customer satisfaction are identified, including information management capability, innovation capability, and customer demand management capability. Performance evaluation of logistics service attributes that influence customer satisfaction in the field of refrigerated transport. International Journal of Shipping and Transport Logistics. We are currently conducting a research study on "Relationship between Top Level Logistics Service Factors and Customer Satisfaction in Kelantan".
Soalan berikut bertujuan untuk mengenal pasti hubungan antara faktor perkhidmatan logistik peringkat tinggi dengan kepuasan pelanggan di Kelantan. Barangan dihantar mengikut pesanan yang dibuat, yang meningkatkan kepuasan pelanggan. Memaklumkan kepada pelanggan jika berlaku kelewatan dalam penghantaran meningkatkan kepuasan pelanggan.
Assist customers with evaluation, cost savings, troubleshooting and other tasks will increase customer satisfaction. Direct, convenient and responsive return and exchange services will increase customer satisfaction.
