• NIZAMUDDIN ZAINUDDIN School of Technology Management and Logistics, Universiti Utara Malaysia, Kedah, Malaysia.
  • NORITA DERAMAN School of Technology Management and Logistics, Universiti Utara Malaysia, Kedah, Malaysia.
  • KHALIESAH NORFAIQAH KAMIS School of Technology Management and Logistics, Universiti Utara Malaysia, Kedah, Malaysia.
  • DARVINTH MARIMUTHU School of Technology Management and Logistics, Universiti Utara Malaysia, Kedah, Malaysia.


University Parcel Centre (UPC), tangible, reliability, responsiveness, empathy, assurance


The purpose of this paper is to measure the level of students’ satisfaction on University Parcel Centre (UPC) among University Utara Malaysia (UUM) students. The University Parcel Centre (UPC) play pivotal role in providing fundamental services to classify, arrange and store the students’ parcel which arrive from the third-party couriers. It also recognizes as a one stop parcel hub center, so that students can collect their respective parcel by themselves at UPC. This study has adopted SERVQUAL model as the research framework. The five dimensions of this model which are tangibility, assurance, reliability, responsiveness and empathy were used to determine its effect on students’ satisfaction on using the UPC services. This study adopted quantitative research design. A total of 370 respondents participated in the survey from which all of them were taken from around 20,000 UUM students living in campus. The Cronbach’s Alpha score was 0.813. The findings showed that all the factors tested (tangible, reliability, responsiveness and empathy) were significant with positive relationship. Only one factor (assurance) is not significant. Strategies and dynamic initiatives should be driven by these factors to improve UPC service quality.


Bryman, A. (2012): Social Research Methods (4th ed.). – Oxford University Press 766p.

Chan, L.K., Hui, Y.V., Lo, H.P., Siu, K.T., Tso, G.K., Wu, M.L. (2003): Consumer satisfaction index: new practice and findings. – European Journal of Marketing 37(5/6): 872-909

Costa, D.A.D. (2017): Understanding the delivery delay of addressed issues in large software projects. – Federal University of Rio Grande do Norte 153p.

Duy, P.N.N., Hoang, T.M. (2017): Factors Affecting Customer Satisfaction and Customer Loyalty the Case of Binh Duong Ceramic Product. – In Proceedings of NIDA International Business Conference 2017–Innovative Management: Bridging 380p.

Fay, J.J. (2010): Contemporary security management. – Butterworth-Heinemann 480p.

Gerpott, T.J., Rams, W., Schindler, A. (2001): Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. – Telecommunications Policy 25(4): 249-269.

Ghotbabadi, A.R., Feiz, S., Baharun, R. (2015): Service quality measurements: a review. – International Journal of Academic Research in business and social sciences 5(2): 267-286.

Hellier, P.K., Geursen, G.M., Carr, R.A., Rickard, J.A. (2003): Customer repurchase intention. – European Journal of Marketing 37(11/12): 1762-1800.

Ilieska, K. (2013): Customer satisfaction index–as a base for strategic marketing management. – TEM Journal 2(4): 327-331.

Karatepe, O.M., Yavas, U., Babakus, E. (2005): Measuring service quality of banks: Scale development and validation. – Journal of Retailing and Consumer Services 12(5): 373-383.

Krejcie, R.V., Morgan, D.W. (1970): Determining sample size for research activities. – Educational and psychological measurement 30(3): 607-610.

Levesque, T., McDougall, G.H. (1996): Determinants of customer satisfaction in retail banking. – International Journal of Bank Marketing 14(7): 12-20.

Neupane, R., Devkota, M. (2017): Evaluation of the impacts of service quality dimensions on patient/customer satisfaction: A study of private hospitals in Nepal. – International Journal of Social Sciences and Management 4(3): 165-176.

Noordin, A., Hasnan, N., Osman, H. (2012): Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness. – International Proceedings of Economics Development & Research 42: 205-209.

Parasuraman, A., Zeithaml, V.A., Berry, L. (1988): SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. – Journal of Retailing 16(1): 12-37.

Rahim, R.C., Nasir, W.N.W. (2011): The measurement of service quality using SERVQUAL: the case study of Peladang Setiu Agro Resort, Terengganu, Malaysia. – Innovation, Development, Sustainability, and Economic Growth 15p.

UniStorage Official Portal (2019): Post and Courier. – Unistorage Official Portal. Available on:

Wang, X., Yuen, K.F., Wong, Y.D., Teo, C.C. (2019): Consumer participation in last-mile logistics service: an investigation on cognitions and affects. – International Journal of Physical Distribution & Logistics Management 49(2): 217-238.

Yavas, U., Benkenstein, M., Stuhldreier, U. (2004): Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. – International Journal of Bank Marketing 22(2): 144-157.

Yee, H.L., Daud, D. (2011): Measuring customer satisfaction in the parcel service delivery: A pilot study in Malaysia. – Business and Economic Research 1(1): 1-10.

Zenezini, G., Lagorio, A., Pinto, R., De Marco, A., Golini, R. (2018): The collection-and-delivery points implementation process from the courier, express and parcel operator’s perspective. – IFAC-PapersOnLine 51(11): 594-599.




How to Cite

ZAINUDDIN, N., DERAMAN, N., KAMIS, K. N., & MARIMUTHU, D. (2021). STUDENTS’ SATISFACTION ON THE QUALITY OF SERVICE UNIVERSITY PARCEL CENTRE (UPC): A FOCUS ON UUM. Quantum Journal of Social Sciences and Humanities, 2(3), 14–19. Retrieved from