SERVICE QUALITY AND CUSTOMER SATISFACTION: RAPID KUANTAN IN KUANTAN ROUTE, MALAYSIA

被引：0

作者：

Liu, Yao ^{[1
]}

Siali, Fadilah ^{[2
]}

Bin Darun, Mohd Ridzuan ^{[1
]}

Ismail, Muhammad Firdaus ^{[1
]}

机构：

[1] Univ Malaysia Pahang, Fac Ind Management, Pahang, Malaysia

[2] Univ Malaysia Sarawak, Fac Econ & Business, Sarawak, Malaysia

来源：

SOCIOINT14: INTERNATIONAL CONFERENCE ON SOCIAL SCIENCES AND HUMANITIES | 2014年

关键词：

Public Transport; Service Quality; Passenger Satisfaction; PERCEPTIONS;

D O I：

暂无

中图分类号：

C [社会科学总论];

学科分类号：

03 ; 0303 ;

摘要：

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.

引用

页码：931 / 937

页数：7

共 50 条

[31] DETERMINATION OF LEVEL OF FOOD ADDITIVES IN Labisia pumila (LP) BEVERAGES CONSUMED IN KUANTAN, MALAYSIA
Iwansyah, Ade Chandra
Yusoff, Mashitah Mohammad
Kormin, Faridah
AGRITECH, 2012, 32 (04): : 341 - 345
[32] Analyses and Pollution Potential of heavy metals at The Jerangau-Jabor Landfill in Kuantan, Malaysia
How, F. N. F.
Noh, Mohd N. S.
Nordin, N. A.
Sapani, Abang D. F. N.
POLLUTION, 2020, 6 (04): : 801 - 810
[33] Sedimentation Rate and 210Pb Sediment Dating at Kuantan and Kemaman Harbours, Malaysia
Yusoff, Abdul Hafidz
Mohamed, Che Abd Rahim
MATERIALS CHARACTERIZATION USING X-RAYS AND RELATED TECHNIQUES, 2019, 2068
[34] Modeling sprawl of unauthorized development using geospatial technology: case study in Kuantan district, Malaysia
Hashim, Mazlan
Noor, Norzailawati Mohd
Marghany, Maged
INTERNATIONAL JOURNAL OF DIGITAL EARTH, 2011, 4 (03) : 223 - 238
[35] Noise Exposure and Hearing Threshold Profile among Zumba Fitness Regulars in Kuantan, Pahang, Malaysia
Razali, A.
Othman, M. S.
Rahman, M. S.
Misaridin, N. F., I
IIUM MEDICAL JOURNAL MALAYSIA, 2020, 19 (02): : 67 - 73
[36] Knowledge, Attitude and Practice towards Smoking among International Islamic University Malaysia Kuantan Communities
'Izzati, Nurul A. H.
Azlina, Nor A. R.
Iza, Nor A. R.
Mainul, H.
INTERNATIONAL MEDICAL JOURNAL MALAYSIA, 2016, 15 (02) : 19 - 26
[37] Service Quality and Customer Satisfaction in a Telecommunication Service Provider
Loke, Siew-Phaik
Taiwo, Ayankunle Adegbite
Salim, Hanisah Mat
Downe, Alan G.
FINANCIAL MANAGEMENT AND ECONOMICS, ICFME 2011, 2011, 11 : 24 - 29
[38] Knowledge, awareness, and perception of coronary heart disease (CHD) among residents in Kuantan, Pahang, Malaysia
Jamaludin, Thandar Soe Sumaiyah
Jorani, Shuhadah
Saidi, Sanisah
ENFERMERIA CLINICA, 2019, 29 : 776 - 779
[39] The mediating role of perceived value on electronic service quality and customer satisfaction: Evidence from Malaysia
Okour, Mohammad Khaleel
Chong, Chin Wei
Okour, Sarah Abdulraheem
Abdelfattah, Fadi
INNOVATIVE MARKETING, 2023, 19 (04) : 26 - 39
[40] The Effects of Customer Participation on Service Quality, Customer Value and Customer Satisfaction
Ren Shuxia
Zhang Mingli
Tang Saili
ADVANCED RESEARCH ON AUTOMATION, COMMUNICATION, ARCHITECTONICS AND MATERIALS, PTS 1 AND 2, 2011, 225-226 (1-2): : 124 - 127

← 1 2 3 4 5 →