Customer satisfaction towards service quality of Keretapi Tanah Melayu (KTM) Komuter / Fathin Afryna Zulkiflee, Nur Farah Hanim Mohamad Pajri and Nur Amira Adiba Mohd Ibrahim

Zulkiflee, Fathin Afryna and Mohamad Pajri, Nur Farah Hanim and Mohd Ibrahim, Nur Amira Adiba (2019) Customer satisfaction towards service quality of Keretapi Tanah Melayu (KTM) Komuter / Fathin Afryna Zulkiflee, Nur Farah Hanim Mohamad Pajri and Nur Amira Adiba Mohd Ibrahim. [Student Project] (Unpublished)

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
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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