The impact of service quality on customer loyalty : a study of public inter-city transport in Southern Peninsular Malaysia base from Melaka

Muhammad Amirudin , Mohamad Yajid (2015) The impact of service quality on customer loyalty : a study of public inter-city transport in Southern Peninsular Malaysia base from Melaka. Project Report. UTeM. (Submitted)

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Abstract

The growth of literature in the field of quality of service in the public transport sector shows increasing concern for a better understanding of the factors affecting service quality in public transport service provider or companies. A large variety of approaches to service quality have been developed in recent years owing to the complexity of the concept, the broad range attributes required to evaluate service quality and the imprecision, subjectivity, and heterogeneous nature of the data used to analyse it. Most of these approaches are based on customer satisfaction and loyalty surveys. This study seeks to summarize the evolution of research and current thinking as it related to the different methodological approaches for service quality evaluation in the Public Inter-City Transport base Melaka to Southern Peninsular Malaysia area over the years and to provide a discussion of future directions. The research objective of this study were to determine the prominent factors that contribute to customer loyalty and to explain the feedback from passenger which use Public Inter-City Transport especially for trip from Melaka to Southern Peninsular Malaysia area and otherwise. This study conducted by quantitative method to identify the effect of service quality to customer loyalty in Public Inter-City Transport base on Melaka for chosen trip area. In this research, data was collected through questionnaire, research strategy was survey with total of 200 respondents and the analysis is carrying out using Statistical Package for Social Sciences (SPSS) and Microsoft Excel. The questionnaire will distribute among the passenger user of trip from Melaka Sentral to Southern Peninsular Malaysia area and otherwise. The finding of this research are all variable significant if analyse by individually influence to the Customer Loyalty, but no significant in simultaneous. For the better influence of customer loyalty, service provider in public transport industry must improve their capability to fulfil customer need relevant with latest technology.

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