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A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos

This study examines services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction. Four dimensions in SERVQUAL were applied as the indicators to influence customer satisfaction. In this study determines that most significant elements that contribute to Service Q...

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Main Author: Mohamad Yunos, Norzakiah
Format: Student Project
Language:English
Published: 2017
Subjects:
Consumer satisfaction
Online Access:https://ir.uitm.edu.my/id/eprint/62841/1/62841.pdf
https://ir.uitm.edu.my/id/eprint/62841/
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spelling my.uitm.ir.628412022-06-29T01:13:27Z https://ir.uitm.edu.my/id/eprint/62841/ A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos Mohamad Yunos, Norzakiah Consumer satisfaction This study examines services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction. Four dimensions in SERVQUAL were applied as the indicators to influence customer satisfaction. In this study determines that most significant elements that contribute to Service Quality Excellency. Total of 150 questionnaire were distributed to the respondents and the response rale is around 70% in this research. Data collected use for this research study is Frequency analysis statistic. Descriptive analysis statistic. Reliability analysis statistic, Pearson Correlation and Multiple Linear Regressions analysis. In this research, Pearson Correlation had shown that the four SERVQUAL dimensions having the positive relationship with the customer satisfaction. However, the researcher decided in using the multiple linear regression to predict the impact of the four SERVQUAL dimensions which are Tangibility, Reliability, Responsiveness and Assurance towards customer's satisfaction. In other words, it is to find out which one of the four dimensions in SERVQUAL is the best predictors and influential to the customer satisfaction. In conclusion, Tangibility is most significant and more dominant in this research. 2017-07 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/62841/1/62841.pdf A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos. (2017) [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consumer satisfaction
spellingShingle Consumer satisfaction
Mohamad Yunos, Norzakiah
A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos
description This study examines services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction. Four dimensions in SERVQUAL were applied as the indicators to influence customer satisfaction. In this study determines that most significant elements that contribute to Service Quality Excellency. Total of 150 questionnaire were distributed to the respondents and the response rale is around 70% in this research. Data collected use for this research study is Frequency analysis statistic. Descriptive analysis statistic. Reliability analysis statistic, Pearson Correlation and Multiple Linear Regressions analysis. In this research, Pearson Correlation had shown that the four SERVQUAL dimensions having the positive relationship with the customer satisfaction. However, the researcher decided in using the multiple linear regression to predict the impact of the four SERVQUAL dimensions which are Tangibility, Reliability, Responsiveness and Assurance towards customer's satisfaction. In other words, it is to find out which one of the four dimensions in SERVQUAL is the best predictors and influential to the customer satisfaction. In conclusion, Tangibility is most significant and more dominant in this research.
format Student Project
author Mohamad Yunos, Norzakiah
author_facet Mohamad Yunos, Norzakiah
author_sort Mohamad Yunos, Norzakiah
title A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos
title_short A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos
title_full A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos
title_fullStr A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos
title_full_unstemmed A study on services quality of Mass Rapid Transit in Sungai Buloh- Kajang Line towards customers’ satisfaction / Norzakiah Mohamad Yunos
title_sort study on services quality of mass rapid transit in sungai buloh- kajang line towards customers’ satisfaction / norzakiah mohamad yunos
publishDate 2017
url https://ir.uitm.edu.my/id/eprint/62841/1/62841.pdf
https://ir.uitm.edu.my/id/eprint/62841/
_version_ 1738513988159799296
score 13.211869

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