The Precedents of University’s Parcel Service Quality Towards Student Satisfaction in a Higher Education Institution using SERVQUAL Model: A Conceptual Framework

Service quality is among the most crucial determinant for customer satisfaction in parcel service industry. It consists of tangibility, reliability, assurance, empathy and responsiveness. However, there lack research knowledge available on with especially higher education level. The purpose to develop a SERVQUAL framework student University’s Parcel Quality institution. Therefore, this paper can act as benchmark services checklist their quality. Future researcher use foundation reference about precedents university’s toward customer/student satisfaction.