Analyzing The Impact Of Employee Satisfaction On Service Quality In The Professional Couriers: A SERVQUAL Approach (With Special Reference To Delhi City)

Authors

  • Mr. N. Ilango MBA, M.Sc., Assistant Professor, Department of Management (PG), Sri Ramakrishna College of Arts & Science, Coimbatore Author
  • Ms. Fouzia A, Ms. B. Gayathri MBA, Department of Management (PG), Sri Ramakrishna College of Arts & Science, Coimbatore Author

Keywords:

Employee Satisfaction, Service Quality, SERVQUAL Model, Courier Industry, Customer Experience, Work Environment, Compensation, Leadership

Abstract

This study explores the relationship between employee satisfaction and service quality in the courier industry.
Employee satisfaction is a crucial factor influencing the overall service experience for customers. The study
applies the SERVQUALmodel to assess service quality based on five dimensions: tangibility, reliability,
responsiveness, assurance, and empathy. By analysing these factors in the context of the logistics company, the
research identifies key challenges and areas for improvement. The study employs statistical analysis, including
correlation and regression models and presents data in tables and charts to illustrate findings effectively

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Published

2025-04-26

Issue

Vol. 15 No. 2 (2025): April-June

Section

Articles

How to Cite

Analyzing The Impact Of Employee Satisfaction On Service Quality In The Professional Couriers: A SERVQUAL Approach (With Special Reference To Delhi City). (2025). INTERNATIONAL JOURNAL OF MANAGEMENT RESEARCH AND REVIEW, 15(2), 30-38. https://ijmrr.com/index.php/ijmrr/article/view/110