Service quality satisfaction of public bus service: A structural equation modeling approach
The relationships between service quality and satisfaction of public bus service were investigated using structural equation modeling.Customers of a campus bus service were chosen to demonstrate the analysis. Service quality was operationalised along three dimensions, namely the bus itself, its dri...
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| Format: | Article |
| Language: | en |
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Universiti Utara Malaysia
2006
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/4607/1/Ser.pdf https://repo.uum.edu.my/id/eprint/4607/ http://ijms.uum.edu.my/ |
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| _version_ | 1834413149667721216 |
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| author | Ang, Chooi Leng Mahat, Nor Idayu Ahmad, Yuhaniz |
| author_facet | Ang, Chooi Leng Mahat, Nor Idayu Ahmad, Yuhaniz |
| author_sort | Ang, Chooi Leng |
| building | UUM Library |
| collection | Institutional Repository |
| content_provider | Universiti Utara Malaysia |
| content_source | UUM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | The relationships between service quality and satisfaction of public bus service were investigated using structural equation modeling.Customers of a campus bus service were chosen to demonstrate the analysis. Service quality was
operationalised along three dimensions, namely the bus itself, its driver and the service per se.The customers’ satisfaction was evaluated in terms of voluntary use, service fee and overall service. The analysis found the existence of significant relationships and supported the notion that service quality influences satisfaction. Although not all dimensions of the service quality
had a direct influence on the satisfaction level, the three dimensions of service quality were found to intertwine to achieve a combined effect. |
| format | Article |
| id | my.uum.repo-4607 |
| institution | Universiti Utara Malaysia |
| language | en |
| publishDate | 2006 |
| publisher | Universiti Utara Malaysia |
| record_format | eprints |
| spelling | my.uum.repo-46072012-02-25T02:49:05Z https://repo.uum.edu.my/id/eprint/4607/ Service quality satisfaction of public bus service: A structural equation modeling approach Ang, Chooi Leng Mahat, Nor Idayu Ahmad, Yuhaniz HD28 Management. Industrial Management The relationships between service quality and satisfaction of public bus service were investigated using structural equation modeling.Customers of a campus bus service were chosen to demonstrate the analysis. Service quality was operationalised along three dimensions, namely the bus itself, its driver and the service per se.The customers’ satisfaction was evaluated in terms of voluntary use, service fee and overall service. The analysis found the existence of significant relationships and supported the notion that service quality influences satisfaction. Although not all dimensions of the service quality had a direct influence on the satisfaction level, the three dimensions of service quality were found to intertwine to achieve a combined effect. Universiti Utara Malaysia 2006 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/4607/1/Ser.pdf Ang, Chooi Leng and Mahat, Nor Idayu and Ahmad, Yuhaniz (2006) Service quality satisfaction of public bus service: A structural equation modeling approach. International Journal of Management Studies (IJMS), 13. pp. 49-63. ISSN 0127-8983 http://ijms.uum.edu.my/ |
| spellingShingle | HD28 Management. Industrial Management Ang, Chooi Leng Mahat, Nor Idayu Ahmad, Yuhaniz Service quality satisfaction of public bus service: A structural equation modeling approach |
| title | Service quality satisfaction of public bus service: A structural equation modeling approach |
| title_full | Service quality satisfaction of public bus service: A structural equation modeling approach |
| title_fullStr | Service quality satisfaction of public bus service: A structural equation modeling approach |
| title_full_unstemmed | Service quality satisfaction of public bus service: A structural equation modeling approach |
| title_short | Service quality satisfaction of public bus service: A structural equation modeling approach |
| title_sort | service quality satisfaction of public bus service: a structural equation modeling approach |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/4607/1/Ser.pdf https://repo.uum.edu.my/id/eprint/4607/ http://ijms.uum.edu.my/ |
| url_provider | http://repo.uum.edu.my/ |