Service quality influence on customer satisfaction: A study of Sarawak river taxi services at Waterfront, Kuching / Mimie Shazreen Mohamad Shah

The primary objective of this study is to determine the service quality influence on customer satisfaction towards the Sarawak River Taxi services at Waterfront, Kuching. The specific objectives are to assess the customers' satisfaction on the facilities of the terminal, to analyze level of satisfaction among passengers on the service quality of Sarawak River Taxi in Waterfront Kuching, and to propose recommendations toward improvement of the service in order to meet the needs of the growing city and the people. The study covered the passengers including tourist that use the Sarawak River Taxi at three stations from Waterfront, Borneo Convention Center Kuching (BCCK) and Medan Niaga Satok in Kubah Ria.