Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia

Public transportation is supposed to bring more convenience to customers in urban and rural areas. However, continuous complaints about Rapid Kuantan were exposed in internet, which causes the bad public image of the two-year-old public transport. This study aims to evaluate customer satisfaction to...

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Main Authors:	Liu, Yao, Fadilah, Siali, Mohd Ridzuan, Darun, Muhammad Firdaus, Ismail
Format:	Conference or Workshop Item
Language:	English
Published:	2014
Subjects:	HD28 Management. Industrial Management
Online Access:	http://umpir.ump.edu.my/id/eprint/6974/ http://umpir.ump.edu.my/id/eprint/6974/1/Service_Quality_And_Customer_Satisfaction-_Rapid_Kuantan_In_Kuantan_Route%2C_Malaysia.pdf

id	ump-6974
recordtype	eprints
spelling	ump-69742017-03-13T06:16:13Z http://umpir.ump.edu.my/id/eprint/6974/ Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia Liu, Yao Fadilah, Siali Mohd Ridzuan, Darun Muhammad Firdaus, Ismail HD28 Management. Industrial Management Public transportation is supposed to bring more convenience to customers in urban and rural areas. However, continuous complaints about Rapid Kuantan were exposed in internet, which causes the bad public image of the two-year-old public transport. This study aims to evaluate customer satisfaction towards the service quality provided by the Rapid Kuantan from the dimensions of reliability, tangibility, responsiveness, assurance and empathy. Survey questionnaire was conducted from 150 passengers from three routes (Route 100, 200 and 300) of Rapid Kuantan. The derived results verify that the five service quality dimensions positively contribute to customer satisfaction at Rapid Kuantan, especially in the three routes. Thus, it implies that to enhance customer satisfaction, the Rapid Kuantan could exert more efforts on the five service quality dimensions, especially the weakest one Reliability. 2014 Conference or Workshop Item PeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/6974/1/Service_Quality_And_Customer_Satisfaction-_Rapid_Kuantan_In_Kuantan_Route%2C_Malaysia.pdf Liu, Yao and Fadilah, Siali and Mohd Ridzuan, Darun and Muhammad Firdaus, Ismail (2014) Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia. In: Proceedings of SOCIOINT14- International Conference on Social Sciences and Humanities, 8-10 September 2014 , Istanbul, Turkey. pp. 976-982..
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Malaysia Pahang
building	UMP Institutional Repository
collection	Online Access
language	English
topic	HD28 Management. Industrial Management
spellingShingle	HD28 Management. Industrial Management Liu, Yao Fadilah, Siali Mohd Ridzuan, Darun Muhammad Firdaus, Ismail Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
description	Public transportation is supposed to bring more convenience to customers in urban and rural areas. However, continuous complaints about Rapid Kuantan were exposed in internet, which causes the bad public image of the two-year-old public transport. This study aims to evaluate customer satisfaction towards the service quality provided by the Rapid Kuantan from the dimensions of reliability, tangibility, responsiveness, assurance and empathy. Survey questionnaire was conducted from 150 passengers from three routes (Route 100, 200 and 300) of Rapid Kuantan. The derived results verify that the five service quality dimensions positively contribute to customer satisfaction at Rapid Kuantan, especially in the three routes. Thus, it implies that to enhance customer satisfaction, the Rapid Kuantan could exert more efforts on the five service quality dimensions, especially the weakest one Reliability.
format	Conference or Workshop Item
author	Liu, Yao Fadilah, Siali Mohd Ridzuan, Darun Muhammad Firdaus, Ismail
author_facet	Liu, Yao Fadilah, Siali Mohd Ridzuan, Darun Muhammad Firdaus, Ismail
author_sort	Liu, Yao
title	Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_short	Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_full	Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_fullStr	Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_full_unstemmed	Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_sort	service quality and customer satisfaction: rapid kuantan in kuantan route, malaysia
publishDate	2014
url	http://umpir.ump.edu.my/id/eprint/6974/ http://umpir.ump.edu.my/id/eprint/6974/1/Service_Quality_And_Customer_Satisfaction-_Rapid_Kuantan_In_Kuantan_Route%2C_Malaysia.pdf
first_indexed	2023-09-18T22:03:10Z
last_indexed	2023-09-18T22:03:10Z
_version_	1777414533582684160

Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia

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