ISSN 2394-5125
 

Research Article 


THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir.

Abstract
The purpose of this research is to evaluate the customer perceptions towards service quality in
the public transport services in Kuala Lumpur, Malaysia. Five dimensions from the service quality were
measured in order to identify which dimensions play important roles towards customer satisfaction. The
research uses questionnaires to collect data. 300 questionnaires distributed among the people who commute
daily using the public transport. Data collection was done at selected bus station and based on convenience
sampling. 221 usable questionnaires were collected for data analysis using SmartPLS. The results indicated that
only reliability and tangibles are significant towards customer satisfaction while the other three dimensions are
not supported. The results can be used by the service provider to study further on the customer perceptions
towards their services. It can be used to improve their services and gain more trust from customer.

Key words: SERVQUAL, Public transport, Customer satisfaction, Kuala Lumpur


 
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How to Cite this Article
Pubmed Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES. JCR. 2020; 7(19): 610-619. doi:10.31838/jcr.07.19.75


Web Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES. http://www.jcreview.com/?mno=102787 [Access: July 16, 2020]. doi:10.31838/jcr.07.19.75


AMA (American Medical Association) Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES. JCR. 2020; 7(19): 610-619. doi:10.31838/jcr.07.19.75



Vancouver/ICMJE Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES. JCR. (2020), [cited July 16, 2020]; 7(19): 610-619. doi:10.31838/jcr.07.19.75



Harvard Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES. JCR, 7 (19), 610-619. doi:10.31838/jcr.07.19.75



Turabian Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. 2020. THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES. Journal of Critical Reviews, 7 (19), 610-619. doi:10.31838/jcr.07.19.75



Chicago Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. "THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES." Journal of Critical Reviews 7 (2020), 610-619. doi:10.31838/jcr.07.19.75



MLA (The Modern Language Association) Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. "THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES." Journal of Critical Reviews 7.19 (2020), 610-619. Print. doi:10.31838/jcr.07.19.75



APA (American Psychological Association) Style

Mohd Farid Shamsudin, Nur Elissa FatiniRasol, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS MYRAPID BUS SERVICES. Journal of Critical Reviews, 7 (19), 610-619. doi:10.31838/jcr.07.19.75





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