Service Quality and Innovation in Malaysian Post Offices: An Empirical Study

摘要

Postal service organizations all over the world are struggling to meet the challenges engendered by the digital revolution and advancements in information communication technology. Unless they introduce innovations in service, their survival will be in doubt. A study of 140 post office users in Malaysia focused on the determinants of service innovation in terms of human, technical, tangible, and intangible aspects. The findings showed that most respondents believed that post offices should operate for both profit and social purposes. They also revealed that human aspects and intangible aspects had a positive and significant impact on service innovation in post offices. Improving working conditions, training employees in technology, reducing waiting time for customers, and expanding service and product offerings are some avenues that can lead to continued growth.