Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D
Bus transportation is the main travelling tools in UUM. The present study aims to examine the quality of service delivery of the bus transportation in Route D, UUM with the SERVQUAL instrument. We wish to find out for what are the factors affecting the current service delivery of the bus transportat...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Universiti Utara Malaysia
2020
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| Online Access: | https://repo.uum.edu.my/id/eprint/28436/1/STMLGG%2001%2034%202020%20116-118.pdf |
| _version_ | 1825805811289423872 |
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| author | Chin Xuan Hao, Andre Mat Yamin, Fadhilah |
| author_facet | Chin Xuan Hao, Andre Mat Yamin, Fadhilah |
| author_sort | Chin Xuan Hao, Andre |
| collection | UUM |
| description | Bus transportation is the main travelling tools in UUM. The present study aims to examine the quality of service delivery of the bus transportation in Route D, UUM with the SERVQUAL instrument. We wish to find out for what are the factors affecting the current service delivery of the bus transportation in Route D, UUM. This study involves students from Route D, UUM. The distribution method which is questionnaire was administered through online and total number of 100 respondents was collected. Descriptive analysis such as frequencies, mean and standard deviation were used in this study to analyze data collected. The findings show that there are five dimensions in SERVQUAL instrument which are tangible, reliability, assurance, empathy, and responsiveness. However, the outcome indicates that empathy dimension has the highest mean and the lowest standard deviation which is the main quality factor that affect the current service delivery of the bus transportation in Route D, UUM. |
| first_indexed | 2024-07-04T06:38:20Z |
| format | Article |
| id | uum-28436 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:38:20Z |
| publishDate | 2020 |
| publisher | Universiti Utara Malaysia |
| record_format | eprints |
| spelling | uum-284362021-11-24T01:10:19Z https://repo.uum.edu.my/id/eprint/28436/ Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D Chin Xuan Hao, Andre Mat Yamin, Fadhilah HD28 Management. Industrial Management Bus transportation is the main travelling tools in UUM. The present study aims to examine the quality of service delivery of the bus transportation in Route D, UUM with the SERVQUAL instrument. We wish to find out for what are the factors affecting the current service delivery of the bus transportation in Route D, UUM. This study involves students from Route D, UUM. The distribution method which is questionnaire was administered through online and total number of 100 respondents was collected. Descriptive analysis such as frequencies, mean and standard deviation were used in this study to analyze data collected. The findings show that there are five dimensions in SERVQUAL instrument which are tangible, reliability, assurance, empathy, and responsiveness. However, the outcome indicates that empathy dimension has the highest mean and the lowest standard deviation which is the main quality factor that affect the current service delivery of the bus transportation in Route D, UUM. Universiti Utara Malaysia 2020 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/28436/1/STMLGG%2001%2034%202020%20116-118.pdf Chin Xuan Hao, Andre and Mat Yamin, Fadhilah (2020) Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D. Symposium on Technology Management and Logistics (STML Go Green) 2019: Operations Management, Volume 1, 1 (34). pp. 116-118. ISSN eISBN 978-967-2296-23-4 |
| spellingShingle | HD28 Management. Industrial Management Chin Xuan Hao, Andre Mat Yamin, Fadhilah Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D |
| title | Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D |
| title_full | Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D |
| title_fullStr | Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D |
| title_full_unstemmed | Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D |
| title_short | Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D |
| title_sort | quality management servqual analysis on uum bus service a atudy on route d |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/28436/1/STMLGG%2001%2034%202020%20116-118.pdf |
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