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  1. Yangon University of Economics
  2. Master of Public Administrations (MPA/EMPA)

A Study on Service Quality and Customers Satisfaction in Air Cargo Sector ( A Case Study on MCS and YACL CARGO Terminal) (Zaw Min, 2022)

https://meral.edu.mm/records/8585
https://meral.edu.mm/records/8585
a8a001db-d438-4fb6-bd42-cf5e97221ba8
a467465f-cd33-4f48-bcb0-67ff11312370
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U U Zaw Min, EMPA-77(18th Batch).pdf (523 KB)
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Title
Title A Study on Service Quality and Customers Satisfaction in Air Cargo Sector ( A Case Study on MCS and YACL CARGO Terminal) (Zaw Min, 2022)
Language en
Publication date 2022-10-01
Authors
Zaw Min
Description
This study aims at examining customers’ satisfaction on service quality of
service providers in the air cargo sector and observing the current situation of air
cargo sector in Myanmar. The data are collected with the questionnaire based on the
service quality dimensions from randomly selected 150 customers who are consigners
and consignees. The result of the survey indicates that out of the five dimensions,
responsiveness is rated at the highest level (2.99), followed by assurance (2.98),
tangibles (2.96), reliability and empathy (2.86) each. According to the survey data, it
is found that the customers satisfy average level on service quality and they want to
use the service for the next time. According to the survey result, it is recommended
that service provider need to enhance and fulfil the service quality to meet the
customer requirements.
Thesis/dissertations
Yangon University of Economics
Dr. Thet Mon Soe
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