The study on customer satisfaction of public transport in Melaka by using service quality dimensions : a case study of Panorama Melaka

Elma Zulaika , Ab Manaf (2015) The study on customer satisfaction of public transport in Melaka by using service quality dimensions : a case study of Panorama Melaka. Project Report. UTeM. (Submitted)

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Abstract

A good service quality of public transport can provide a reliable service to the customers for which make them happy. Customer satisfaction and service quality are one the basic opportunities which help to run, to improve business and profit of the company especially to save loyalty of its customers. It’s very important for companies to know how to measure consumer’s perspective in order to better understand their needs hence satisfy them. The main purpose of this study is to determine customer satisfaction by using SERVQUAL dimensions and investigate whether they satisfied with the service offered by public transport in Melaka. Besides that, the researcher has determined the dimension of the service quality that can be use in SERVQUAL analysis and analyze which dimensions will enhance the customer satisfaction of public transport. The quantitative analysis is used to achieve the objectives. The series of survey that been used in this study is important to measure the satisfaction of the service that they provide to their customer. The study was conducted in Panorama Melaka which is the only public bus service in Melaka and the data was collected for 100 respondents. In addition, five dimensions such as reliability, responsiveness, assurance, tangible and empathy will be used to investigate what dimension will enhance the customer satisfaction for the service provided. As the conclusion, Panorama Melaka has performed a good service quality through the analysis of the dimension in order to measure the relationship between the service provide by Panorama Melaka and their customer.

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