Re-examining the Role of Service Quality Dimensions and Trust in Predicting Customer Satisfaction in Brunei Postal Services

Postal Services face many challenges or issues including competition, privatization, technology and substitution from electronic and digital services. From previous studies have examined the relationship between service quality, customer satisfaction, perceived value, convenience and trust. These studies adopted the SERQUAL model to examine relationship between service quality, perceived value, convenience, trust and customer satisfaction towards Postal Service in Brunei Darussalam. Also, to measure the service quality in postal services which may be five dimensions. This study has the proposed to measure the service quality by applying three dimensions: tangibles, reliability and empathy; these dimensions to examine the relationship of service quality, perceived value, convenience, trust and customer satisfaction among postal services customers in Brunei Darussalam. One hundred and fifty-four respondents have responded to the questionnaire. Data were analyzed by correlation and regression analyses in order to test all the relationship between the variables in the model. The results show that all independent variables have positive relationship with customer satisfaction as expected