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Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia

Public transportation is supposed to bring more convenience to customers in urban and rural areas. However, continuous complaints about Rapid Kuantan were exposed in internet, which causes the bad public image of the two-year-old public transport. This study aims to evaluate customer satisfaction to...

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Main Authors: Liu, Yao, Fadilah, Siali, Mohd Ridzuan, Darun, Muhammad Firdaus, Ismail
Format: Conference or Workshop Item
Language:English
Published: 2014
Subjects:
HD28 Management. Industrial Management
Online Access:http://umpir.ump.edu.my/id/eprint/6974/1/Service_Quality_And_Customer_Satisfaction-_Rapid_Kuantan_In_Kuantan_Route%2C_Malaysia.pdf
http://umpir.ump.edu.my/id/eprint/6974/
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spelling my.ump.umpir.69742017-03-13T06:16:13Z http://umpir.ump.edu.my/id/eprint/6974/ Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia Liu, Yao Fadilah, Siali Mohd Ridzuan, Darun Muhammad Firdaus, Ismail HD28 Management. Industrial Management Public transportation is supposed to bring more convenience to customers in urban and rural areas. However, continuous complaints about Rapid Kuantan were exposed in internet, which causes the bad public image of the two-year-old public transport. This study aims to evaluate customer satisfaction towards the service quality provided by the Rapid Kuantan from the dimensions of reliability, tangibility, responsiveness, assurance and empathy. Survey questionnaire was conducted from 150 passengers from three routes (Route 100, 200 and 300) of Rapid Kuantan. The derived results verify that the five service quality dimensions positively contribute to customer satisfaction at Rapid Kuantan, especially in the three routes. Thus, it implies that to enhance customer satisfaction, the Rapid Kuantan could exert more efforts on the five service quality dimensions, especially the weakest one Reliability. 2014 Conference or Workshop Item PeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/6974/1/Service_Quality_And_Customer_Satisfaction-_Rapid_Kuantan_In_Kuantan_Route%2C_Malaysia.pdf Liu, Yao and Fadilah, Siali and Mohd Ridzuan, Darun and Muhammad Firdaus, Ismail (2014) Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia. In: Proceedings of SOCIOINT14- International Conference on Social Sciences and Humanities, 8-10 September 2014 , Istanbul, Turkey. pp. 976-982..
institution Universiti Malaysia Pahang
building UMP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Pahang
content_source UMP Institutional Repository
url_provider http://umpir.ump.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Liu, Yao
Fadilah, Siali
Mohd Ridzuan, Darun
Muhammad Firdaus, Ismail
Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
description Public transportation is supposed to bring more convenience to customers in urban and rural areas. However, continuous complaints about Rapid Kuantan were exposed in internet, which causes the bad public image of the two-year-old public transport. This study aims to evaluate customer satisfaction towards the service quality provided by the Rapid Kuantan from the dimensions of reliability, tangibility, responsiveness, assurance and empathy. Survey questionnaire was conducted from 150 passengers from three routes (Route 100, 200 and 300) of Rapid Kuantan. The derived results verify that the five service quality dimensions positively contribute to customer satisfaction at Rapid Kuantan, especially in the three routes. Thus, it implies that to enhance customer satisfaction, the Rapid Kuantan could exert more efforts on the five service quality dimensions, especially the weakest one Reliability.
format Conference or Workshop Item
author Liu, Yao
Fadilah, Siali
Mohd Ridzuan, Darun
Muhammad Firdaus, Ismail
author_facet Liu, Yao
Fadilah, Siali
Mohd Ridzuan, Darun
Muhammad Firdaus, Ismail
author_sort Liu, Yao
title Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_short Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_full Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_fullStr Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_full_unstemmed Service Quality And Customer Satisfaction: Rapid Kuantan In Kuantan Route, Malaysia
title_sort service quality and customer satisfaction: rapid kuantan in kuantan route, malaysia
publishDate 2014
url http://umpir.ump.edu.my/id/eprint/6974/1/Service_Quality_And_Customer_Satisfaction-_Rapid_Kuantan_In_Kuantan_Route%2C_Malaysia.pdf
http://umpir.ump.edu.my/id/eprint/6974/
_version_ 1643665503705628672
score 13.211869

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