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The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan

The objective of this study is to examine the quality service and passengers’ satisfaction level using the Bus Terminal in Kota Bharu, Kelantan. Quality service is crucial in a company's operational activities because it has a great impact on customer satisfaction and loyalty. Service quality w...

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Main Authors: Nurul Ezah Shafiqah Mohamad Nazri, Nor Farehan Md Zin, Low Xuan Hong, Mohamad Afizzudin Che Abu Bakar
Format: Undergraduate Final Project Report
Language:English
Published: 2024
Online Access:http://discol.umk.edu.my/id/eprint/14046/1/SAK8.pdf
http://discol.umk.edu.my/id/eprint/14046/
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spelling my.umk.eprints.140462024-04-02T02:49:51Z http://discol.umk.edu.my/id/eprint/14046/ The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan Nurul Ezah Shafiqah Mohamad Nazri Nor Farehan Md Zin Low Xuan Hong Mohamad Afizzudin Che Abu Bakar The objective of this study is to examine the quality service and passengers’ satisfaction level using the Bus Terminal in Kota Bharu, Kelantan. Quality service is crucial in a company's operational activities because it has a great impact on customer satisfaction and loyalty. Service quality will be measured in five dimensions: reliability, responsiveness, empathy, assurance, and tangibles. Customers are the key to winning in the competition among business practitioners. Quality service is an important component of the marketing mix that has an impact on consumers. Quality service is an important component in influencing customers when it comes to increasing customer loyalty. The data analysed were collected from Malaysian citizens (aged 18 to 50 years old and above). This study discusses the findings of the study and examines whether the objectives of this study can be achieved. Conclusions and recommendations will be presented in the final chapter. 2024-01-16 Undergraduate Final Project Report NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/14046/1/SAK8.pdf Nurul Ezah Shafiqah Mohamad Nazri and Nor Farehan Md Zin and Low Xuan Hong and Mohamad Afizzudin Che Abu Bakar (2024) The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan. Final Year Project thesis, University 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 The objective of this study is to examine the quality service and passengers’ satisfaction level using the Bus Terminal in Kota Bharu, Kelantan. Quality service is crucial in a company's operational activities because it has a great impact on customer satisfaction and loyalty. Service quality will be measured in five dimensions: reliability, responsiveness, empathy, assurance, and tangibles. Customers are the key to winning in the competition among business practitioners. Quality service is an important component of the marketing mix that has an impact on consumers. Quality service is an important component in influencing customers when it comes to increasing customer loyalty. The data analysed were collected from Malaysian citizens (aged 18 to 50 years old and above). This study discusses the findings of the study and examines whether the objectives of this study can be achieved. Conclusions and recommendations will be presented in the final chapter.
format Undergraduate Final Project Report
author Nurul Ezah Shafiqah Mohamad Nazri
Nor Farehan Md Zin
Low Xuan Hong
Mohamad Afizzudin Che Abu Bakar
spellingShingle Nurul Ezah Shafiqah Mohamad Nazri
Nor Farehan Md Zin
Low Xuan Hong
Mohamad Afizzudin Che Abu Bakar
The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan
author_facet Nurul Ezah Shafiqah Mohamad Nazri
Nor Farehan Md Zin
Low Xuan Hong
Mohamad Afizzudin Che Abu Bakar
author_sort Nurul Ezah Shafiqah Mohamad Nazri
title The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan
title_short The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan
title_full The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan
title_fullStr The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan
title_full_unstemmed The study towards quality service and passengers’ satisfaction level using bus terminal in Kota Bharu, Kelantan
title_sort study towards quality service and passengers’ satisfaction level using bus terminal in kota bharu, kelantan
publishDate 2024
url http://discol.umk.edu.my/id/eprint/14046/1/SAK8.pdf
http://discol.umk.edu.my/id/eprint/14046/
_version_ 1795294625024442368
score 13.211869

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