Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli

This research is about customer satisfaction towards service quality of public bus transport in Melaka Central (MC), Melaka. The objective of this research is to determine the relationship between service quality dimension which are tangibility, reliability, responsiveness, assurance and empathy tha...

Full description

Bibliographic Details
Main Authors:	Abu Bakar, Rahil, Dzulkifli, Norfarahin
Format:	Student Project
Language:	English
Published:	Faculty of Administrative Science and Policy Studies 2013
Subjects:	Customer services. Customer relations Job satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/15258/ http://ir.uitm.edu.my/id/eprint/15258/1/PPb_RAHIL%20ABU%20BAKAR%20AM%2013_5.pdf

id	uitm-15258
recordtype	eprints
spelling	uitm-152582016-11-17T12:47:15Z http://ir.uitm.edu.my/id/eprint/15258/ Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli Abu Bakar, Rahil Dzulkifli, Norfarahin Customer services. Customer relations Job satisfaction This research is about customer satisfaction towards service quality of public bus transport in Melaka Central (MC), Melaka. The objective of this research is to determine the relationship between service quality dimension which are tangibility, reliability, responsiveness, assurance and empathy that influence customer satisfaction. About 200 respondents were selected as sample size of this research. Convenience sampling technique was used when selected the 200 respondents at Melaka Central. The respondents were required to answer questionnaire that consist of 32 questions. The researcher use Descriptive Statistic, Cronbach’s Alpha and Spearman Rank Order Correlation to analyze the data gathered by using Statistical Package for Social Science (SPSS) version 20.0. The result indicates that there are positive correlations between service quality dimension and customer satisfaction. Faculty of Administrative Science and Policy Studies 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/15258/1/PPb_RAHIL%20ABU%20BAKAR%20AM%2013_5.pdf Abu Bakar, Rahil and Dzulkifli, Norfarahin (2013) Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations Job satisfaction
spellingShingle	Customer services. Customer relations Job satisfaction Abu Bakar, Rahil Dzulkifli, Norfarahin Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli
description	This research is about customer satisfaction towards service quality of public bus transport in Melaka Central (MC), Melaka. The objective of this research is to determine the relationship between service quality dimension which are tangibility, reliability, responsiveness, assurance and empathy that influence customer satisfaction. About 200 respondents were selected as sample size of this research. Convenience sampling technique was used when selected the 200 respondents at Melaka Central. The respondents were required to answer questionnaire that consist of 32 questions. The researcher use Descriptive Statistic, Cronbach’s Alpha and Spearman Rank Order Correlation to analyze the data gathered by using Statistical Package for Social Science (SPSS) version 20.0. The result indicates that there are positive correlations between service quality dimension and customer satisfaction.
format	Student Project
author	Abu Bakar, Rahil Dzulkifli, Norfarahin
author_facet	Abu Bakar, Rahil Dzulkifli, Norfarahin
author_sort	Abu Bakar, Rahil
title	Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli
title_short	Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli
title_full	Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli
title_fullStr	Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli
title_full_unstemmed	Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli
title_sort	customer satisfaction towards service quality of public bus transport: a case study at melaka central (mc) / rahil abu bakar and norfarahin dzulkifli
publisher	Faculty of Administrative Science and Policy Studies
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/15258/ http://ir.uitm.edu.my/id/eprint/15258/1/PPb_RAHIL%20ABU%20BAKAR%20AM%2013_5.pdf
first_indexed	2023-09-18T22:53:27Z
last_indexed	2023-09-18T22:53:27Z
_version_	1777417697025327104

Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli

Similar Items