Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli
This research is about customer satisfaction towards service quality of public bus transport in Melaka Central (MC), Melaka. The objective of this research is to determine the relationship between service quality dimension which are tangibility, reliability, responsiveness, assurance and empathy tha...
| Main Authors: | , |
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| Format: | Student Project |
| Language: | English |
| Published: |
Faculty of Administrative Science and Policy Studies
2013
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/15258/ |
| _version_ | 1848803697545445376 |
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| author | Abu Bakar, Rahil Dzulkifli, Norfarahin |
| author_facet | Abu Bakar, Rahil Dzulkifli, Norfarahin |
| author_sort | Abu Bakar, Rahil |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | This research is about customer satisfaction towards service quality of public bus transport in Melaka Central (MC), Melaka. The objective of this research is to determine the relationship between service quality dimension which are tangibility, reliability, responsiveness, assurance and empathy that influence customer satisfaction. About 200 respondents were selected as sample size of this research. Convenience sampling technique was used when selected the 200 respondents at Melaka Central. The respondents were required to answer questionnaire that consist of 32 questions. The researcher use Descriptive Statistic, Cronbach’s Alpha and Spearman Rank Order Correlation to analyze the data gathered by using Statistical Package for Social Science (SPSS) version 20.0. The result indicates that there are positive correlations between service quality dimension and customer satisfaction. |
| first_indexed | 2025-11-14T21:43:22Z |
| format | Student Project |
| id | uitm-15258 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:43:22Z |
| publishDate | 2013 |
| publisher | Faculty of Administrative Science and Policy Studies |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-152582016-11-17T12:47:15Z https://ir.uitm.edu.my/id/eprint/15258/ Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli Abu Bakar, Rahil Dzulkifli, Norfarahin Customer services. Customer relations Job satisfaction This research is about customer satisfaction towards service quality of public bus transport in Melaka Central (MC), Melaka. The objective of this research is to determine the relationship between service quality dimension which are tangibility, reliability, responsiveness, assurance and empathy that influence customer satisfaction. About 200 respondents were selected as sample size of this research. Convenience sampling technique was used when selected the 200 respondents at Melaka Central. The respondents were required to answer questionnaire that consist of 32 questions. The researcher use Descriptive Statistic, Cronbach’s Alpha and Spearman Rank Order Correlation to analyze the data gathered by using Statistical Package for Social Science (SPSS) version 20.0. The result indicates that there are positive correlations between service quality dimension and customer satisfaction. Faculty of Administrative Science and Policy Studies 2013 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/15258/1/PPb_RAHIL%20ABU%20BAKAR%20AM%2013_5.pdf Abu Bakar, Rahil and Dzulkifli, Norfarahin (2013) Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli. (2013) [Student Project] <http://terminalib.uitm.edu.my/15258.pdf> (Unpublished) |
| spellingShingle | Customer services. Customer relations Job satisfaction Abu Bakar, Rahil Dzulkifli, Norfarahin Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli |
| title | Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli |
| title_full | Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli |
| title_fullStr | Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli |
| title_full_unstemmed | Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli |
| title_short | Customer satisfaction towards service quality of public bus transport: a case study at Melaka Central (MC) / Rahil Abu Bakar and Norfarahin Dzulkifli |
| title_sort | customer satisfaction towards service quality of public bus transport: a case study at melaka central (mc) / rahil abu bakar and norfarahin dzulkifli |
| topic | Customer services. Customer relations Job satisfaction |
| url | https://ir.uitm.edu.my/id/eprint/15258/ |