Cover Image

Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D

Bus transportation is the main travelling tools in UUM. The present study aims to examine the quality of service delivery of the bus transportation in Route D, UUM with the SERVQUAL instrument. We wish to find out for what are the factors affecting the current service delivery of the bus transportat...

Full description

Saved in:
Bibliographic Details
Main Authors: Chin Xuan Hao, Andre, Mat Yamin, Fadhilah
Format: Article
Language:English
Published: Universiti Utara Malaysia 2020
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/28436/1/STMLGG%2001%2034%202020%20116-118.pdf
http://repo.uum.edu.my/28436/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uum.repo.28436
record_format eprints
spelling my.uum.repo.284362021-11-24T01:10:19Z http://repo.uum.edu.my/28436/ Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D Chin Xuan Hao, Andre Mat Yamin, Fadhilah HD28 Management. Industrial Management Bus transportation is the main travelling tools in UUM. The present study aims to examine the quality of service delivery of the bus transportation in Route D, UUM with the SERVQUAL instrument. We wish to find out for what are the factors affecting the current service delivery of the bus transportation in Route D, UUM. This study involves students from Route D, UUM. The distribution method which is questionnaire was administered through online and total number of 100 respondents was collected. Descriptive analysis such as frequencies, mean and standard deviation were used in this study to analyze data collected. The findings show that there are five dimensions in SERVQUAL instrument which are tangible, reliability, assurance, empathy, and responsiveness. However, the outcome indicates that empathy dimension has the highest mean and the lowest standard deviation which is the main quality factor that affect the current service delivery of the bus transportation in Route D, UUM. Universiti Utara Malaysia 2020 Article PeerReviewed application/pdf en http://repo.uum.edu.my/28436/1/STMLGG%2001%2034%202020%20116-118.pdf Chin Xuan Hao, Andre and Mat Yamin, Fadhilah (2020) Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D. Symposium on Technology Management and Logistics (STML Go Green) 2019: Operations Management, Volume 1, 1 (34). pp. 116-118. ISSN eISBN 978-967-2296-23-4
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Chin Xuan Hao, Andre
Mat Yamin, Fadhilah
Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D
description Bus transportation is the main travelling tools in UUM. The present study aims to examine the quality of service delivery of the bus transportation in Route D, UUM with the SERVQUAL instrument. We wish to find out for what are the factors affecting the current service delivery of the bus transportation in Route D, UUM. This study involves students from Route D, UUM. The distribution method which is questionnaire was administered through online and total number of 100 respondents was collected. Descriptive analysis such as frequencies, mean and standard deviation were used in this study to analyze data collected. The findings show that there are five dimensions in SERVQUAL instrument which are tangible, reliability, assurance, empathy, and responsiveness. However, the outcome indicates that empathy dimension has the highest mean and the lowest standard deviation which is the main quality factor that affect the current service delivery of the bus transportation in Route D, UUM.
format Article
author Chin Xuan Hao, Andre
Mat Yamin, Fadhilah
author_facet Chin Xuan Hao, Andre
Mat Yamin, Fadhilah
author_sort Chin Xuan Hao, Andre
title Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D
title_short Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D
title_full Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D
title_fullStr Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D
title_full_unstemmed Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D
title_sort quality management servqual analysis on uum bus service: a atudy on route d
publisher Universiti Utara Malaysia
publishDate 2020
url http://repo.uum.edu.my/28436/1/STMLGG%2001%2034%202020%20116-118.pdf
http://repo.uum.edu.my/28436/
_version_ 1718929000117567488
score 13.211869

Similar Items