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.

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Abstract

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

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords:	service quality, customer satisfaction, Electric Train Service (ETS)
Subjects:	H Social Sciences > HE Transportation and Communications
Divisions:	School of Technology Management & Logistics
Depositing User:	Mr. Mohd Azril Ismail
Date Deposited:	13 Jul 2017 00:42
Last Modified:	13 Jul 2017 00:42
URI:	https://repo.uum.edu.my/id/eprint/22631

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