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Customer satisfaction and loyalty to rail transit in Klang Valley

Kee, Min Hui and Zainuddin, Nizamuddin (2012) Customer satisfaction and loyalty to rail transit in Klang Valley. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia.

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The study investigates users’ satisfaction and loyalty toward services level, safety and environment that provided by the rail transit at Klang Valley.It shown the relationships to customer satisfaction, loyalty, environmental, services, and safety factors. The data was analyzed using descriptive statistics, quantitative analysis and Processing for the Social Science (SPSS). Safety is the most important factor which is 100% that customer pay close attention and followed by services level and environment.The findings indicate the positive or negative significant relationships between customer satisfactions and loyalty to environment, services level and safety.In the result, that shown as well as positive significant relationship between environmental, safety, services level concern and satisfaction along with loyalty.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 9789832078739 ANJURAN: Pusat Pengajian dan Pengurusan, Teknologi dan Logistik (STML), Universiti Utara Malaysia
Uncontrolled Keywords: Customer satisfaction and loyalty, Services level, Environment, Safety, Rail Transit
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: School of Technology Management & Logistics
Depositing User: Mr. Nizamuddin Zainuddin
Date Deposited: 02 Jul 2013 04:01
Last Modified: 20 Apr 2016 04:00
URI: http://repo.uum.edu.my/id/eprint/8450

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