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Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia

Local communities often provide access to public transportation systems that allow groups of people to travel together along predetermined routes. Typical forms of public transportation include trains, buses, and trams. Public transportation is often run on a schedule, operated along a predetermined...

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Main Authors: Mahira Asilah Norkhalis, Kumuthavalli Supramaniam, Nor Adila Hanis Mohamad Nasir, Nor Syafiqah Shamsuri
Format: Undergraduate Final Project Report
Language:English
Published: 2023
Online Access:http://discol.umk.edu.my/id/eprint/13352/1/SAL%2027.pdf
http://discol.umk.edu.my/id/eprint/13352/
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spelling my.umk.eprints.133522023-06-11T08:21:22Z http://discol.umk.edu.my/id/eprint/13352/ Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia Mahira Asilah Norkhalis Kumuthavalli Supramaniam Nor Adila Hanis Mohamad Nasir Nor Syafiqah Shamsuri Local communities often provide access to public transportation systems that allow groups of people to travel together along predetermined routes. Typical forms of public transportation include trains, buses, and trams. Public transportation is often run on a schedule, operated along a predetermined path, and charged per trip. The purpose of this study was to identify the level of customer satisfaction on public transport sector among bus consumer in Malaysia. The objectives of this study are to develop the relationship between SERVQUAL model (Reliability, Tangibility, Responsiveness, Assurance and Empathy) and customer satisfaction, also identify the most influencing factors in the SERVQUAL model towards customer satisfaction on public transport sector among bus consumer in Malaysia. There were 384 consumers who have been involve as respondents in this research. Data which obtained from questionnaire were analysis by using SPSS. This study provided numerical data about the level of satisfaction on public transport users. According to the findings, every single variable examined in the study has a positive link with the SERVQUAL model and customer happiness. Finally, the analysis of key findings, discussion of this study, implication and limitation of study and suggestion for future research also presented in end of the study. 2023-01-24 Undergraduate Final Project Report NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/13352/1/SAL%2027.pdf Mahira Asilah Norkhalis and Kumuthavalli Supramaniam and Nor Adila Hanis Mohamad Nasir and Nor Syafiqah Shamsuri (2023) Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia. Final Year Project thesis, Universiti Malaysia Kelantan. (Submitted)
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
language English
description Local communities often provide access to public transportation systems that allow groups of people to travel together along predetermined routes. Typical forms of public transportation include trains, buses, and trams. Public transportation is often run on a schedule, operated along a predetermined path, and charged per trip. The purpose of this study was to identify the level of customer satisfaction on public transport sector among bus consumer in Malaysia. The objectives of this study are to develop the relationship between SERVQUAL model (Reliability, Tangibility, Responsiveness, Assurance and Empathy) and customer satisfaction, also identify the most influencing factors in the SERVQUAL model towards customer satisfaction on public transport sector among bus consumer in Malaysia. There were 384 consumers who have been involve as respondents in this research. Data which obtained from questionnaire were analysis by using SPSS. This study provided numerical data about the level of satisfaction on public transport users. According to the findings, every single variable examined in the study has a positive link with the SERVQUAL model and customer happiness. Finally, the analysis of key findings, discussion of this study, implication and limitation of study and suggestion for future research also presented in end of the study.
format Undergraduate Final Project Report
author Mahira Asilah Norkhalis
Kumuthavalli Supramaniam
Nor Adila Hanis Mohamad Nasir
Nor Syafiqah Shamsuri
spellingShingle Mahira Asilah Norkhalis
Kumuthavalli Supramaniam
Nor Adila Hanis Mohamad Nasir
Nor Syafiqah Shamsuri
Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia
author_facet Mahira Asilah Norkhalis
Kumuthavalli Supramaniam
Nor Adila Hanis Mohamad Nasir
Nor Syafiqah Shamsuri
author_sort Mahira Asilah Norkhalis
title Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia
title_short Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia
title_full Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia
title_fullStr Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia
title_full_unstemmed Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia
title_sort factors influencing customer satisfaction on public transport sector among bus consumer in malaysia
publishDate 2023
url http://discol.umk.edu.my/id/eprint/13352/1/SAL%2027.pdf
http://discol.umk.edu.my/id/eprint/13352/
_version_ 1769848725965897728
score 13.211869

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