The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah

This research is about a study on relationship between factors influencing customer loyalty on KTMB (Commuter). Five dimension of service quality in terms of tangible, reliability, responsiveness, assurance, empathy and also customer satisfaction in terms of customer expectation and perception have...

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Bibliographic Details
Main Author:	Abdullah, Norshafina
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2007
Subjects:	Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/19326/ http://ir.uitm.edu.my/id/eprint/19326/1/PPb_NORSHAFINA%20ABDULLAH%20BM%2007_5.pdf

id	uitm-19326
recordtype	eprints
spelling	uitm-193262018-02-26T07:01:23Z http://ir.uitm.edu.my/id/eprint/19326/ The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah Abdullah, Norshafina Customer services. Customer relations This research is about a study on relationship between factors influencing customer loyalty on KTMB (Commuter). Five dimension of service quality in terms of tangible, reliability, responsiveness, assurance, empathy and also customer satisfaction in terms of customer expectation and perception have been identified in order to investigate whether or not these factors have a relationship with customer loyalty . This research is conducted in order to identify whether the service quality that KTMB (Commuter) delivered to their customer meets their satisfaction and make them loyalty to this firm. The objective of this research are to determine whether service quality (tangible, reliability, responsiveness, assurance and empathy) has a direct impact on customer loyalty, to examine whether customer satisfaction (expectation and perception) has a direct impact on customer loyalty, to determine whether service quality has a direct impact on customer satisfaction and to identify a good solution on how to delivered best service to customer. The survey is conducted at KTM Commuter Stations. Sampling technique that has been used in this research is convenience sampling. The sample size for this study is 90 customers who are also have experience in using KTMB (Commuter). Respondents are required to answer the questionnaires and the data will be analyzed SPSS version 15.0 will be used to summarize the data. The result of reliability testing is 0.849 and all the data has answered my research objective by using One-Way ANOVA to test the hypothesis and also cross tabulation and correlations. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/19326/1/PPb_NORSHAFINA%20ABDULLAH%20BM%2007_5.pdf Abdullah, Norshafina (2007) The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah. [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
spellingShingle	Customer services. Customer relations Abdullah, Norshafina The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
description	This research is about a study on relationship between factors influencing customer loyalty on KTMB (Commuter). Five dimension of service quality in terms of tangible, reliability, responsiveness, assurance, empathy and also customer satisfaction in terms of customer expectation and perception have been identified in order to investigate whether or not these factors have a relationship with customer loyalty . This research is conducted in order to identify whether the service quality that KTMB (Commuter) delivered to their customer meets their satisfaction and make them loyalty to this firm. The objective of this research are to determine whether service quality (tangible, reliability, responsiveness, assurance and empathy) has a direct impact on customer loyalty, to examine whether customer satisfaction (expectation and perception) has a direct impact on customer loyalty, to determine whether service quality has a direct impact on customer satisfaction and to identify a good solution on how to delivered best service to customer. The survey is conducted at KTM Commuter Stations. Sampling technique that has been used in this research is convenience sampling. The sample size for this study is 90 customers who are also have experience in using KTMB (Commuter). Respondents are required to answer the questionnaires and the data will be analyzed SPSS version 15.0 will be used to summarize the data. The result of reliability testing is 0.849 and all the data has answered my research objective by using One-Way ANOVA to test the hypothesis and also cross tabulation and correlations.
format	Student Project
author	Abdullah, Norshafina
author_facet	Abdullah, Norshafina
author_sort	Abdullah, Norshafina
title	The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
title_short	The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
title_full	The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
title_fullStr	The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
title_full_unstemmed	The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
title_sort	relationship between service quality, customer satisfaction and customer loyalty towards ktmb (commuter) / norshafina abdullah
publisher	Faculty of Business and Management
publishDate	2007
url	http://ir.uitm.edu.my/id/eprint/19326/ http://ir.uitm.edu.my/id/eprint/19326/1/PPb_NORSHAFINA%20ABDULLAH%20BM%2007_5.pdf
first_indexed	2023-09-18T23:02:19Z
last_indexed	2023-09-18T23:02:19Z
_version_	1777418255532556288

The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah

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