Abstract
This research examined customer satisfaction towards KTM based on its service quality and hence investigated the service quality dimension that contributes the most towards customer satisfaction. There were five service quality dimensions that were being investigated; tangibility, reliability, responsiveness, assurance, and empathy. Descriptive Statistics, Logistic Regression, Cronbach's Alpha, and Wilcoxon Signed¬ Rank Test were performed by using IBM SPSS software to analyse the data. The findings of the study revealed that the Reliability and Assurance dimension were significantly influenced the customer satisfaction with significance value 0.014 and 0.006 respectively. Moreover, Reliability dimension was found to be the most important dimension for KTM Komuter to meet the customers' satisfaction. Based on Wilcoxon Signed-Rank Test result, this study found that there was a significant difference between expectation and perception.
Metadata
Item Type: | Student Project |
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Creators: | Creators Email / ID Num. Zulkiflee, Fathin Afryna UNSPECIFIED Mohamad Pajri, Nur Farah Hanim UNSPECIFIED Mohd Ibrahim, Nur Amira Adiba UNSPECIFIED |
Contributors: | Contribution Name Email / ID Num. Thesis advisor Mohd Razali, Nornadiah UNSPECIFIED |
Subjects: | Q Science > QA Mathematics > Mathematical statistics. Probabilities Q Science > QA Mathematics > Mathematical statistics. Probabilities > Data processing Q Science > QA Mathematics > Analysis Q Science > QA Mathematics > Analysis > Analytical methods used in the solution of physical problems |
Divisions: | Universiti Teknologi MARA, Negeri Sembilan > Seremban Campus > Faculty of Computer and Mathematical Sciences |
Programme: | Bachelor of Science (Hons.) Statistics |
Keywords: | Customer satisfaction, service quality, Keretapi Tanah Melayu, KTM, Komuter |
Date: | 2019 |
URI: | https://ir.uitm.edu.my/id/eprint/50264 |
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