How service quality affects the customer satisfaction: Case study of electric train service (ETS)
Service quality played the important role and it affected to the customer satisfaction.Service quality has become a distinct and important aspect of the product and service offering.In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS)...
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Format: | Conference or Workshop Item |
Language: | English |
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2017
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Online Access: | https://repo.uum.edu.my/id/eprint/22631/1/STML%E2%80%93Go%20Green%20%202016%20417%20426.pdf |
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author | Zaid, Mohamad Zulhilmi Jamaludin, Mohamad Suhaimi Bambale, Sulaiman Abdullahi Ismail, Mohd Azril |
author_facet | Zaid, Mohamad Zulhilmi Jamaludin, Mohamad Suhaimi Bambale, Sulaiman Abdullahi Ismail, Mohd Azril |
author_sort | Zaid, Mohamad Zulhilmi |
collection | UUM |
description | Service quality played the important role and it affected to the customer satisfaction.Service quality has become a distinct and important aspect of the product and service offering.In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five
dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy.We use questionnaire to collect the data from ETS passenger at northern region Malaysia KTMB station.The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique.The results show negative correlation between the
customer satisfaction and five dimensions in service quality.This study helps ETS to know about their customer satisfaction and can help they improve their service quality if there got any weaknesses. Future research needs to be done to investigate in details about this study |
first_indexed | 2024-07-04T06:21:23Z |
format | Conference or Workshop Item |
id | uum-22631 |
institution | Universiti Utara Malaysia |
language | English |
last_indexed | 2024-07-04T06:21:23Z |
publishDate | 2017 |
record_format | dspace |
spelling | uum-226312017-07-13T00:42:07Z https://repo.uum.edu.my/id/eprint/22631/ How service quality affects the customer satisfaction: Case study of electric train service (ETS) Zaid, Mohamad Zulhilmi Jamaludin, Mohamad Suhaimi Bambale, Sulaiman Abdullahi Ismail, Mohd Azril HE Transportation and Communications Service quality played the important role and it affected to the customer satisfaction.Service quality has become a distinct and important aspect of the product and service offering.In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy.We use questionnaire to collect the data from ETS passenger at northern region Malaysia KTMB station.The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique.The results show negative correlation between the customer satisfaction and five dimensions in service quality.This study helps ETS to know about their customer satisfaction and can help they improve their service quality if there got any weaknesses. Future research needs to be done to investigate in details about this study 2017 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/22631/1/STML%E2%80%93Go%20Green%20%202016%20417%20426.pdf Zaid, Mohamad Zulhilmi and Jamaludin, Mohamad Suhaimi and Bambale, Sulaiman Abdullahi and Ismail, Mohd Azril (2017) How service quality affects the customer satisfaction: Case study of electric train service (ETS). In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia. http://stmlportal.net/stmlgogreen2016/pdf/p427.pdf |
spellingShingle | HE Transportation and Communications Zaid, Mohamad Zulhilmi Jamaludin, Mohamad Suhaimi Bambale, Sulaiman Abdullahi Ismail, Mohd Azril How service quality affects the customer satisfaction: Case study of electric train service (ETS) |
title | How service quality affects the customer satisfaction: Case study of electric train service (ETS) |
title_full | How service quality affects the customer satisfaction: Case study of electric train service (ETS) |
title_fullStr | How service quality affects the customer satisfaction: Case study of electric train service (ETS) |
title_full_unstemmed | How service quality affects the customer satisfaction: Case study of electric train service (ETS) |
title_short | How service quality affects the customer satisfaction: Case study of electric train service (ETS) |
title_sort | how service quality affects the customer satisfaction case study of electric train service ets |
topic | HE Transportation and Communications |
url | https://repo.uum.edu.my/id/eprint/22631/1/STML%E2%80%93Go%20Green%20%202016%20417%20426.pdf |
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