Abstract
In any service and product delivery organizations, front-line employees play a key role in interacting with customers. The organization seek information from the customers; make sense of the information and by using an information system provided they further take action to meet customer demands. The interactions between front-line employees and customers influence the overall perception of the service quality and ultimately, customer satisfaction within the services context. This is because services are characterized by inseparability and intangibility, and it is often the employees themselves who deliver the service and act as a communication channel. Since satisfied employees are likely to treat customers better and offer an improved service, therefore it is vital for an organization to understand the needs and expectations of their employees to increase their level of satisfaction. The present study was using one of the main logistic and courier services in Malaysia by evaluating the effectiveness and efficiency of its over-the-counter system. Using the original model Doll and Torkzadeh (1988), self-administered questionnaires were distributed to 234 employees located at selected branches in Klang Valley, Malaysia. Findings indicated that among the five dimensions of users’ satisfaction namely content, accuracy, format and timeliness; show positive significant relationship with the user’s satisfaction. Only ease-of-use indicated no significant relationship. It has proven that front-line employees play a significant role in the overall service rating, organizations should be more considerate and provide attention in managing their performance. The findings of the study can provide valuable information to postal organizations that have adopted or are thinking about adopting a new retail system. These postal organizations will have better opportunity to gain insights in order to make the adoption successful as they get to know how end users perceive content, accuracy, format, ease of use and timeliness of the system.
