The significance of service quality affect customer satisfaction: a case study of MNS Berjaya - Sarawak Transport / Sheril Faressa Zainoren

Customer satisfaction is a critical metric in business that reflects the extent to which acustomer's expectations are met or not. Understanding customer satisfaction is essential for businesses seeking to retain existing customers, attract new ones, and foster brand loyalty. The purpose of this study is to determine the significance of service quality affects customer satisfaction in transportation industry among MNS Berjaya - Sarawak
Transport customers. In this study, there were six major factors highlighted by the researcher which were reliability, assurance, tangibles, empathy, responsiveness, and price. This study will sample existing customers of MNS Berjaya - Sarawak Transport with a proposed sample size of 61 people to test their satisfaction towards our services. The research data will be gathered using surveys in which questionnaires will be sent digitally to respondents. It is to determine the level of customer satisfaction among MNS Berjaya - Sarawak Transport customers, then to examine the relationship between reliability, assurance, tangible, empathy, responsiveness, and price towards customer satisfaction of MNS Berjaya - Sarawak Transport customers and finally, to identify the main determinant of Service Quality (SERVQUAL) factor that influence customer satisfaction of MNS Berjaya - Sarawak Transport.