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http://hdl.handle.net/123456789/25131
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DC Field | Value | Language |
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dc.contributor.author | Shamsudin, M.F. | - |
dc.contributor.author | Fatini Rasol, N.E. | - |
dc.contributor.author | Nayan, S. | - |
dc.contributor.author | Esa, S.A. | - |
dc.contributor.author | Kadir, B. | - |
dc.contributor.author | UniKL BiS | - |
dc.date.accessioned | 2021-09-17T04:23:24Z | - |
dc.date.available | 2021-09-17T04:23:24Z | - |
dc.date.issued | 2020 | - |
dc.identifier.citation | Shamsudin, M. F., Fatini Rasol, N. E., Nayan, S. M., Esa, S. A., & Kadir, B. (2020). The effect of service quality on customer satisfaction towards myrapid bus services. Journal of Critical Reviews, 7(19), 610–619. https://doi.org/10.31838/jcr.07.19.75 | en_US |
dc.identifier.issn | 23945125 | - |
dc.identifier.uri | http://hdl.handle.net/123456789/25131 | - |
dc.description | This article is index by Scopus | en_US |
dc.description.abstract | The purpose of this research is to evaluate the customer perceptions towards service quality in the public transport services in Kuala Lumpur, Malaysia. Five dimensions from the service quality were measured in order to identify which dimensions play important roles towards customer satisfaction. The research uses questionnaires to collect data. 300 questionnaires distributed among the people who commute daily using the public transport. Data collection was done at selected bus station and based on convenience sampling. 221 usable questionnaires were collected for data analysis using SmartPLS. The results indicated that only reliability and tangibles are significant towards customer satisfaction while the other three dimensions are not supported. The results can be used by the service provider to study further on the customer perceptions towards their services. It can be used to improve their services and gain more trust from customer. | en_US |
dc.publisher | Innovare Academics Sciences Pvt. Ltd | en_US |
dc.subject | Customer satisfaction | en_US |
dc.subject | Kuala lumpur | en_US |
dc.subject | Public transport | en_US |
dc.subject | SERVQUAL | en_US |
dc.title | The effect of service quality on customer satisfaction towards myrapid bus services | en_US |
dc.type | Article | en_US |
Appears in Collections: | Journal Articles |
Files in This Item:
File | Description | Size | Format | |
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The effect of service quality on customer satisfaction towards myrapid bus services.pdf | 203.04 kB | Adobe PDF | View/Open |
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