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European Journal of Molecular & Clinical Medicine

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CUSTOMER SATISFACTION IN PUBLIC TRANSPORT SERVICE

    Authors

    • Mohd Faizun Mohamad Yazid 1
    • Aeshah Mohd Ali 2
    • Sanusi Abdul Manaf 1

    1 Universiti Kuala Lumpur

    2 UCSI University, Kuala Lumpur, Malaysia

,

Document Type : Research Article

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Abstract

This research evaluates customer perceptions towards service quality in the public transport services in Kuala Lumpur, Malaysia. Five dimensions from the service quality were measured to identify which dimensions play essential roles in customer satisfaction. The research uses questionnaires to collect data. 300 questionnaires were distributed among the people who commute daily using public transport. Data collection was done at the selected bus station and based on convenience sampling. 221 usable questionnaires were collected for data analysis using SmartPLS. The results indicated that only reliability and tangibles are significant towards customer satisfaction, while the other three dimensions are not supported. The service provider can use the results to study customer perceptions of their services. It can be used to improve their services and gain more trust from the customer.

Keywords

  • SERVQUAL
  • public transport
  • Customer satisfaction
  • Kuala Lumpur
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European Journal of Molecular & Clinical Medicine
Volume 7, Issue 3
November 2020
Page 4108-4127
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  • Article View: 1,677
  • PDF Download: 3,668

APA

Yazid, M. F. M., Ali, A. M., & Manaf, S. A. (2020). CUSTOMER SATISFACTION IN PUBLIC TRANSPORT SERVICE. European Journal of Molecular & Clinical Medicine, 7(3), 4108-4127.

MLA

Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf. "CUSTOMER SATISFACTION IN PUBLIC TRANSPORT SERVICE". European Journal of Molecular & Clinical Medicine, 7, 3, 2020, 4108-4127.

HARVARD

Yazid, M. F. M., Ali, A. M., Manaf, S. A. (2020). 'CUSTOMER SATISFACTION IN PUBLIC TRANSPORT SERVICE', European Journal of Molecular & Clinical Medicine, 7(3), pp. 4108-4127.

VANCOUVER

Yazid, M. F. M., Ali, A. M., Manaf, S. A. CUSTOMER SATISFACTION IN PUBLIC TRANSPORT SERVICE. European Journal of Molecular & Clinical Medicine, 2020; 7(3): 4108-4127.

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