The Study Of Service Quality Towards Customer Satisfaction Among Express Bus For Melaka – Kuala Lumpur Route

Ong, Ling Mei (2017) The Study Of Service Quality Towards Customer Satisfaction Among Express Bus For Melaka – Kuala Lumpur Route. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Express bus services were often having bad impression by the people where people didn‟t satisfied to the services. However,in recent years, express bus services providers worked hardly to improve the services provided in order to increase the customer satisfaction.It was due to the high competition in the market.Express bus service providers not only to improve the services but they should understand the customers‟ needs and wants in order to meet up with the customers‟ expectation.Therefore,this study was conducted to study the service quality towards the customer satisfaction among express bus.Data were collected by using questionnaire distribution to 175 respondents in Melaka Sentral.The respondents were the express bus users for Melaka – Kuala Lumpur route.There were a few dimension of services quality that will influence the customer satisfaction which was tangibility,reliability,responsiveness,assurance and empathy.There was a significant relationship between the services quality towards the customer satisfaction.In this research,researcher used a few data analysis method which were Pearson‟s correlation,T-test and multiple regressions analysis to analyze the data that collected from the questionnaire.The results of the research showed that all of the five variables which were tangibility, reliability,responsiveness,assurance and empathy,were having significant relationship toward the customer satisfaction among express bus for Melaka - Kuala Lumpur route.This result of the study contributed exceptional judgment to express bus service providers and transportation authorities in Malaysia.

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