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 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. Faculty of Administrative Science and Policy Studies, Bandaraya Melaka, Melaka. (Unpublished)

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Abstract

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.

Item Type: Monograph (Student Project)
Uncontrolled Keywords: customer satisfaction; service quality; public bus transport
Subjects: H Social Sciences > HF Commerce > Customer services. Customer relations
H Social Sciences > HF Commerce > Business > Personnel management. Employment management > Job satisfaction
Divisions: Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Administrative Science and Policy Studies
Depositing User: Staf Pendigitan 3
Date Deposited: 17 Nov 2016 12:47
Last Modified: 17 Nov 2016 12:47
URI: http://ir.uitm.edu.my/id/eprint/15258

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