A study of service quality and customer satisfaction on public transportation of Selangor, Malaysia

Mohd Noor, Muhammad Ikhwan (2018) A study of service quality and customer satisfaction on public transportation of Selangor, Malaysia. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

This study is about the service quality and customer satisfaction on public transportation of Selangor, Malaysia. The main objective of this study is to study the dimensions of service quality that influence customer satisfaction on using public transportation. Second, to identify the determine factor that contributes customer satisfaction on public transportation. Lastly, to investigate the relationship between service quality and customer satisfaction on public transportation. Hence, this study's aim is to develop a valid and reliable tool for assessing customer satisfaction, and service quality elements toward public transportation services. The data collection for this research is through quantitative explanatory method. A survey with 170 respondents in Selangor was conducted to obtain data and information about the problems that occur. The results will be analyse through multiple regression, pearson correlation, and anova. The finding show reliability affects customer satisfaction in the perceived usefulness of public transport. Future research is suggested to apply other variables such as flexibility, accessibility and empathy abstracted from this study.

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