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A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan /

This study is an overview of the service quality and customer satisfaction among express bus customer in Kuantan, Pahang. The aim is also to get feedback on the user's perception of quality express bus service provided and the level of satisfaction with the service. Besides that this survey is...

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Main Author: Nor Fillianie, Aziz
Format: Undergraduates Project Papers
Language:English
Published: 2013
Subjects:
HD Industries. Land use. Labor
Online Access:http://umpir.ump.edu.my/id/eprint/9112/1/CD8440%20%40%2072.pdf
http://umpir.ump.edu.my/id/eprint/9112/
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spelling my.ump.umpir.91122021-07-05T04:15:33Z http://umpir.ump.edu.my/id/eprint/9112/ A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan / Nor Fillianie, Aziz HD Industries. Land use. Labor This study is an overview of the service quality and customer satisfaction among express bus customer in Kuantan, Pahang. The aim is also to get feedback on the user's perception of quality express bus service provided and the level of satisfaction with the service. Besides that this survey is designed to measure the quality of existing services and improvements. Therefore, to identify the problems related to survey with 200 respondents in Pahang was conducted to obtain information about problems that occur. The location of the research will be conduct at Kuantan Central Terminals. It is because the location very suitable to get information about the bus service and many person at that location. Some of the method the research use to get problem statement is from respondent conversation. That response stated that consumers who use express bus service for their travel experience problems dissatisfaction. This is because the factors affecting the service quality and management provided by the service. This situation has attracted researcher to conduct a study on service quality in relations towards customer satisfaction among express bus customer in Kuantan. This review will focus on several dimensions of service quality and customer satisfaction means to measure and evaluate the service quality of the relationship. At the end of the study, the researchers propose some suggestions that the authorities concerned are more responsible for improving the quality of express bus service so that users get the convenience to use public transport. This study will be evaluated and analyzed to obtain the results. Further, this study will be conducted and the data selected at the 15-19 November 2013. After that researcher analyze the data to SPSS software. Then the data show that have significant relationship between service quality (assurance, tangibles, reliability, and responsiveness) with customers satisfaction. While the researcher writes the report and all of the research can be use for the reference and next researcher. 2013-12 Undergraduates Project Papers NonPeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/9112/1/CD8440%20%40%2072.pdf Nor Fillianie, Aziz (2013) A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan /. Faculty Of Engineering Technology, Universiti Malaysia Pahang.
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 HD Industries. Land use. Labor
spellingShingle HD Industries. Land use. Labor
Nor Fillianie, Aziz
A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan /
description This study is an overview of the service quality and customer satisfaction among express bus customer in Kuantan, Pahang. The aim is also to get feedback on the user's perception of quality express bus service provided and the level of satisfaction with the service. Besides that this survey is designed to measure the quality of existing services and improvements. Therefore, to identify the problems related to survey with 200 respondents in Pahang was conducted to obtain information about problems that occur. The location of the research will be conduct at Kuantan Central Terminals. It is because the location very suitable to get information about the bus service and many person at that location. Some of the method the research use to get problem statement is from respondent conversation. That response stated that consumers who use express bus service for their travel experience problems dissatisfaction. This is because the factors affecting the service quality and management provided by the service. This situation has attracted researcher to conduct a study on service quality in relations towards customer satisfaction among express bus customer in Kuantan. This review will focus on several dimensions of service quality and customer satisfaction means to measure and evaluate the service quality of the relationship. At the end of the study, the researchers propose some suggestions that the authorities concerned are more responsible for improving the quality of express bus service so that users get the convenience to use public transport. This study will be evaluated and analyzed to obtain the results. Further, this study will be conducted and the data selected at the 15-19 November 2013. After that researcher analyze the data to SPSS software. Then the data show that have significant relationship between service quality (assurance, tangibles, reliability, and responsiveness) with customers satisfaction. While the researcher writes the report and all of the research can be use for the reference and next researcher.
format Undergraduates Project Papers
author Nor Fillianie, Aziz
author_facet Nor Fillianie, Aziz
author_sort Nor Fillianie, Aziz
title A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan /
title_short A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan /
title_full A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan /
title_fullStr A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan /
title_full_unstemmed A study on service quality in relations towards customer satisfaction among express bus customer in Kuantan /
title_sort study on service quality in relations towards customer satisfaction among express bus customer in kuantan /
publishDate 2013
url http://umpir.ump.edu.my/id/eprint/9112/1/CD8440%20%40%2072.pdf
http://umpir.ump.edu.my/id/eprint/9112/
_version_ 1705056998304776192
score 13.211869

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