IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v8y2024i9p352-362.html
   My bibliography  Save this article

Customer Satisfaction among J&T Users in Terengganu

Author

Listed:
  • Siti Noor Aishah Mohd Sidik

    (Faculty Business and Management, Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia)

  • Hanis Athirah Abd Sukor

    (Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia)

  • Nur Fatwa Atiqah

    (Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia)

  • Aiezwa Zetty Syafina Saedon

    (Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia)

  • Fatin Syafiqah Mohd Apandi

    (Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia)

  • Muhammad Kamal Fudhail Mohd Rahim

    (Universiti Teknologi Mara, 23000 Dungun, Terengganu, Malaysia)

Abstract

Service delivery plays a vital role since the buying behavior has changed. The customer prefers to buy products online and expects products to be delivered on time and in the best condition. This phenomenon is a challenge to the company to always maintain the best service to the customer and compete with other competitors. This study wants to identify the factors that influence satisfaction among J&T users. The service quality dimension, which is tangibility, reliability, assurance, empathy, and responsiveness, is all under investigation. This sample of this study consisted of J&T uses from Terengganu. 300 questionnaires were distributed to respondents via online, and 249 data were collected and usable. The questionnaire feedback was analyzed using SPSS to access the regression effect of each research variable. The study discovered that tangibility, reliability, empathy, and responsiveness influence customer satisfaction. Regression analysis also proven that empathy is the most critical factor impacting customer satisfaction. The findings as a guideline for service delivery companies to always upgrade the service to the customers.

Suggested Citation

  • Siti Noor Aishah Mohd Sidik & Hanis Athirah Abd Sukor & Nur Fatwa Atiqah & Aiezwa Zetty Syafina Saedon & Fatin Syafiqah Mohd Apandi & Muhammad Kamal Fudhail Mohd Rahim, 2024. "Customer Satisfaction among J&T Users in Terengganu," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(9), pages 352-362, September.
    • Handle: RePEc:bcp:journl:v:8:y:2024:i:9:p:352-362
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-8-issue-9/352-362.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/customer-satisfaction-among-jt-users-in-terengganu/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Yuning Wang & Zhe Zhang & Mengyuan Zhu & Hexian Wang, 2020. "The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China," SAGE Open, , vol. 10(1), pages 21582440198, January.
    2. Ong Boon Hai & GholamReza Zandi & Shaheen Mansori & Imran Ahmed Shahzad, 2024. "Impact of Customer Satisfaction and Service Quality on Membership Renewal: A Study on Malaysian Credit Card Holders," Journal of Management World, Academia Publishing Group, vol. 2024(1), pages 21-29.
    3. Si Ni Yeong & Dan Knox & Guru Prabhakar, 2022. "Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 41(4), pages 444-462.
    4. Abdul Gaffar Khan & Reshma Pervin Lima & Md Shahed Mahmud, 2021. "Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model," Global Business Review, International Management Institute, vol. 22(1), pages 85-100, February.
    5. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    6. Ritesh Patel & Anand Kumar Mishra & Muhammad Zubair Chishti & Tejas M. Modi, 2024. "Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan," Journal of Central Banking Theory and Practice, Central bank of Montenegro, vol. 13(2), pages 213-228.
    7. repec:bjx:jomwor:v:2024:y::i:1:p:21-29:id:271 is not listed on IDEAS
    8. Achmad Supriyanto & Bambang Budi Wiyono & Burhanuddin Burhanuddin, 2021. "Effects of service quality and customer satisfaction on loyalty of bank customers," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1937847-193, January.
    9. Nourhan Ah. Saad & Sara Elgazzar & Sonja Mlaker Kac, 2022. "Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence," Sustainability, MDPI, vol. 14(9), pages 1-20, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. S. Ananda & Raghavendra Prasanna Kumar & Dharmendra Singh, 2023. "A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 570-584, September.
    2. Fahad Najeeb Khan & Muhammad Usman Arshad & Muhammad Munir, 2023. "Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction," Future Business Journal, Springer, vol. 9(1), pages 1-12, December.
    3. Muhammad Sohaib, 2022. "An Investigation of Repurchase Intentions in the Banking Industry: What Reason Do They Return?," SAGE Open, , vol. 12(1), pages 21582440211, January.
    4. Behzad MOHAMMADIAN & Corina MARINESCU, 2023. "Gamification Effectiveness In Tourism Industry: Evidence From Human Resource Process Tracing," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 17(1), pages 664-677, November.
    5. Tahlyan, Divyakant & Said, Maher & Mahmassani, Hani & Stathopoulos, Amanda & Walker, Joan & Shaheen, Susan, 2022. "For whom did telework not work during the Pandemic? understanding the factors impacting telework satisfaction in the US using a multiple indicator multiple cause (MIMIC) model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 155(C), pages 387-402.
    6. Mohamed Albaity & Mahfuzur Rahman, 2021. "Customer Loyalty towards Islamic Banks: The Mediating Role of Trust and Attitude," Sustainability, MDPI, vol. 13(19), pages 1-19, September.
    7. R. Shunmugaselvi & V Darling Selvi, 2023. "Passengers’ Reflections on Railway Amenities," ComFin Research, Shanlax Journals, vol. 11(2), pages 33-37, April.
    8. Rizaldi Yusfiarto & Septy Setia Nugraha & Galuh Tri Pambekti & Annes Nisrina Khoirunnisa, 2023. "Building loyalty in Islamic banking relationship: a multiple mediation approach empirically in Indonesia," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 306-320, June.
    9. Jenel Ituriaga & Klint Allen Mariñas & Charmine Sheena Saflor, 2024. "Enhancing Government Services to Rice Farmers in the Philippines: A Service Quality–Sustainability-Focused Approach for Long-Term Agricultural Resilience," Sustainability, MDPI, vol. 16(18), pages 1-24, September.
    10. Yihan Huang & Daehwan Kim, 2023. "How Does Service Quality Improve Consumer Loyalty in Sports Fitness Centers? The Moderating Role of Sport Involvement," Sustainability, MDPI, vol. 15(17), pages 1-24, August.
    11. Sheema Liza Idris & Masurah Mohamad, 2023. "A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper," Information Management and Business Review, AMH International, vol. 15(4), pages 564-576.
    12. Zaher Abdel Fattah Al-Slehat, 2021. "Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector," International Business Research, Canadian Center of Science and Education, vol. 14(4), pages 1-58, April.
    13. Panuwat Wisutwattanasak & Thanapong Champahom & Sajjakaj Jomnonkwao & Manlika Seefong & Kestsirin Theerathitichaipa & Rattanaporn Kasemsri & Vatanavongs Ratanavaraha, 2023. "Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand," Logistics, MDPI, vol. 7(4), pages 1-24, December.
    14. Azian Fatin Umaira Muhamad & Khair Nurhayati & Yoong Tum Choo & Ismail Suhana & Tambi Noordeyana, 2023. "The Relationship Between Service Quality and Occupants’ Satisfaction: A Mixed-Use Building," Real Estate Management and Valuation, Sciendo, vol. 31(1), pages 78-87, March.
    15. Nourhan Ah. Saad & Sara Elgazzar & Sonja Mlaker Kac, 2022. "Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence," Sustainability, MDPI, vol. 14(9), pages 1-20, April.
    16. Samuel Godadaw Ayinaddis & Birhan Ambachew Taye & Bantie Getnet Yirsaw, 2023. "Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.
    17. Omer Irshad & Sohail Ahmad & Shahid Mahmood, 2024. "Fostering Purchase Intentions Through CSR and Service Quality: The Role of Customer Satisfaction, Brand Loyalty, and Admiration," Sustainability, MDPI, vol. 16(23), pages 1-19, December.
    18. Khan, Md. Rahat & Pervin, Most. Tahura & Arif, Md. Zahir Uddin & Hossain, S.M. Khaled, 2024. "The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service," Innovation and Green Development, Elsevier, vol. 3(2).
    19. Dr. Daniel Kasser Tee, 2022. "Mediating Effect of Customer Satisfaction on the Relationship between Service Quality and Customer Loyalty in the Ghana Banking Industry," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 9(4), pages 17-26, April.
    20. Saud Alsaqer & Ihab M. Katar & Abdelhakim Abdelhadi, 2024. "Investigating TQM Strategies for Sustainable Customer Satisfaction in GCC Telecommunications," Sustainability, MDPI, vol. 16(15), pages 1-18, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:8:y:2024:i:9:p:352-362. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.