Research on Customer Satisfaction of POS Laju Malaysia During COVID-19

This assignment is a research study focusing on customer satisfaction towards POS Laju Malaysia services during the COVID-19 pandemic. It begins with an introduction, providing background information on customer satisfaction and the role of POS Laju, Malaysia's leading courier firm. The study addresses the problem statement, which highlights the impact of the pandemic on the courier industry and customer satisfaction. The research objectives are defined, aiming to analyze customer satisfaction concepts, determine satisfaction levels with POS Laju services, and evaluate the strategies employed by the company during the pandemic. Research questions are formulated to guide the investigation. The scope and limitations of the study are outlined, acknowledging the broad scope of the research and potential limitations such as questionnaire-related challenges. Finally, the significance of the study is discussed, emphasizing the importance of understanding customer satisfaction for business operations and adaptation during uncertain market conditions. The assignment provides a comprehensive overview of the research framework and its importance.

STUDY ON CUSTOMERS SATISFACTION
TOWARDS POS LAJU MALAYSIA SERVICES
DURING COVID19 PANDEMIC

Contents
TOPIC: “STUDY ON CUSTOMERS SATISFACTION TOWARDS POS LAJU MALAYSIA
SERVICES DURING COVID-19 PANDEMIC”.............................................................................1
INTRODUCTION...........................................................................................................................1
1.1 BACKGROUND OF THE STUDY......................................................................................1
1.2 PROBLEM STATEMENT....................................................................................................1
1.3 RESEARCH OBJECTIVE....................................................................................................2
1.4 RESEARCH QUESTION.....................................................................................................3
1.5 SCOPE AND LIMITATION OF THE STUDY...................................................................3
1.6 SIGNIFICANCE OF THE STUDY......................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

TOPIC: “STUDY ON CUSTOMERS SATISFACTION TOWARDS POS LAJU
MALAYSIA SERVICES DURING COVID-19 PANDEMIC”.
CHAPTER 1
INTRODUCTION
Customer satisfaction is considered as evaluation which determines how happy consumers
are with firm’s goods, services and abilities. Moreover, it is regarded as how effective they, as a
goods or service facilitator, accomplish the requirements as well as desires of its clients. In
addition to this, it is applies to any interactions before as well as after sale and during this.
Additionally, customer satisfaction plays essential role into its business (Ab Hassan, 2021). Not
only, it is the driving indicators for measuring loyalty of clients, determine unhappy consumers,
minimise churn and enhance revenue. This is also a main point of differentiation which aids
them to grab the attention of new clients within competitive business atmosphere. For this thesis,
the undertaken company is PoS Laju is known to be the leading courier firm in Malaysia that
connects over 80% of populated areas across country. Also, it has boarder network coverage as
well as biggest courier fleet in Malaysia. The topics which are going t be discussed in this report
are background of study, problem statement, research objectives, research questions, scope and
limitation of study. Apart from this, significance of chosen topic is also discussed in this report.
1.1 BACKGROUND OF THE STUDY
As COVID-19 virus is spreading in all over the world so due to this lockdown situation
arises which have impact upon various sector including courier? Moreover, as they faces the
problem in delivery the customer’s order on time (Abd Razak and Ali, 2021). So, many of the
customers are not satisfied. The main aim of performing this thesis is to describe the customer
satisfaction satisfaction towards POS LAJU MALAYSIA services during COVID-19
PANDEMIC”. As customers plays the most important factor with respective firm within
Malaysia.
1.2 PROBLEM STATEMENT
This is related to COVID-19 pandemic times which have impact upon courier industry and
also customer satisfaction. As The COVID-19 pandemic, also known as the Covid pandemic is a
non-prevent worldwide pandemic of Covid disease 2019 (COVID-19), it totally is through the
particular element of extreme serious breathing disorder Covid 2 (SARS-CoV-2). The disease
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ends up first splendid in December 2019 in Wuhan, China. the area wellness endeavor business
announced a Public wellbeing Emergency of global difficulty on 30 January 2020 and later
expressed a destructive illness on 11 March 2020. beginning on 25 June 2021, different hundred
80 million occasions have been avowed, with extra fabulous than 3.9 million confirmed passing's
credited to COVID-19, making it probably the deadliest pandemic in data. Coronavirus disease
(COVID-19) is unrealistic to look up to disorder due to an as of late resolved Covid. the majority
of individuals spoiled with the COVID-19 defilement will experience slight to coordinate breath
poisons and upgrade without requiring a novel treatment (Chong and et.al., 2020) more
prominent master people and those with fundamental clinical difficulties like cardiovascular
tainting, diabetes, continuous respiratory disease, and outstanding malignancies are generously
more noteworthy in danger of advancement imperative pollution. The satisfactory way to deal
with forestall and current down transmission is to be exceptionally a terrible part taught sort of at
the COVID-19 disease, the issue it thought processes, and the way wherein it spreads. guard
yourself correspondingly to interesting individuals from spoiling with the aids of the strategy for
washing your fingers or utilizing an alcohol-based absolutely essentially rub regularly and now
not reaching your face. The COVID-19 pollution spreads fundamentally through drops of
salivation or dispatch from the nostril on the equivalent time as a stimulated individual hacks or
wheezes, so it is enormous which you furthermore works of art on respiratory habits (as an
example, with the guide of hacking appropriate directly into a flexed elbow). Furthermore, this
various company have to stop their operations as well as those who are continuing they are also
various problems. That affects the customer satisfaction.
1.3 RESEARCH OBJECTIVE
Research Aim:
“To describe the customers satisfaction towards POS LAJU MALAYSIA services during
COVID-19 PANDEMIC”.
Research Objectives:
 To analyze the concepts of customer satisfaction.
 To determine the customers satisfaction towards POS LAJU MALAYSIA services during
COVID-19 PANDEMIC
 To evaluate the strategies applied by courier service company to provide customer
satisfaction during pandemic situation.
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1.4 RESEARCH QUESTION
 What are the concepts of customer satisfaction?
 What do you mean by customer’s satisfaction towards POS LAJU MALAYSIA services
during COVID-19 PANDEMIC?
 What are the strategies applied by courier service company to provide customer
satisfaction during pandemic situation?
1.5 SCOPE AND LIMITATION OF THE STUDY.
The scope of the research is board as this facilitates information related to customer’s
satisfaction towards POS LAJU MALAYSIA services during COVID-19 PANDEMIC. It is
regarded as how effective they, as a goods or service facilitator, accomplish the requirements as
well as desires of its clients. In addition to this, it is applies to any interactions before as well as
after sale and during this. Additionally, customer satisfaction plays essential role into its
business. Moreover, this also aids in obtaining understanding about customer satisfaction
towards respective firm in Malaysia. This is helpful in my personal as well as professional
careers (Kee, 2021). The findings from respective thesis would be able to utilize in future times
also by researcher to satisfy their clients. In addition to this, during performing this research,
many activities are incorporated where researcher faces various problems as well as limitations.
Additionally, this limitation may affect adversely upon the end outcomes of overall thesis.
Herein, researcher adapts questionnaires in which they faces problems that questions are not
being effectually evaluated because of lack of time as well as irresponsible behavior of
respondents and others. Whole these problems have affects adversely upon activities of
investigation. During it, researcher plays a vital role in managing all those limitation through
assistance of ethical practices as well as developing Gantt chart, work breakdown structure etc.
1.6 SIGNIFICANCE OF THE STUDY
It is the fact that companies are experiencing a sense of uncertainty and unpredictability
about market conditions due to covid-19. In such scenarios, courier industry is also facing lots of
problems and difficulties in operating the business properly. Governments of various countries
have imposed restrictions and guidelines and due to that various couriers have to bear problems
and losses in the business operations. For dealing with these conditions, company has to adapt
different strategies so that customers’ satisfaction can be gained again to increase growth and
profitability.
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CONCLUSION
As per the above report, this has been concluded that customer satisfaction is much essential
for POS LAJU MALAYSIA services. So, during COVID-19 pandemic times they are also trying
to provide effective services to its clients. So, through focusing on this, research is performed
and objectives are developed to determine the effective results.
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REFERENCES
Books and Journal
Ab Hassan, Z., 2021. Sinergi Keusahawanan Cawangan Melaka Edisi 2/2021: sinergi ilmu
menjana ekonomi baharu/Unit Keusahawanan, PJI, UiTM Cawangan Melaka.
Abd Razak, M.R. and Ali, E., 2021. Interactional fairness as a mediator between merit-based pay
management and organizational commitment. Asia-Pasific Management Accounting
Journal, 16(1), pp.93-104.
Chong, L.W. and et.al., 2020. The impact of free shipping among UTAR students purchasing
behaviour on online shopping application (Doctoral dissertation, UTAR).
Kee, D.M.H., Nasser, S.N.A., Sany, N.S.M., Azhar, T.I., Roslan, Z.H. and Amli, N.A., 2021.
The Strategy, Impact, and Challenges Faced by Pos Malaysia Berhad during the COVID-
19 Crisis. Journal of the Community Development in Asia (JCDA), 4(2), pp.13-25.
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