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Customer satisfaction levels towards public bus services in Kuantan, Pahang

Bung, Yi Xian and Melan, Mustakim (2012) Customer satisfaction levels towards public bus services in Kuantan, Pahang. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia.

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Back to the recent few years, the service industry has progressively plays essential role in the countries’ economy. Many of the service companies are focused on the service quality and the consumer satisfaction. Despite of private sectors, the public sector organization has increasingly focused on customer satisfaction levels so that can increased its competitiveness and service quality. Public transportation is recognized as low cost, safe and time saving method to travelling around the city.However, the utilization rate of public buses in Kuantan is lower than other cities in Malaysia.The paper will extracts on board passenger survey to conduct the evaluation of customer satisfaction levels towards public bus services in Kuantan in terms of product and service strategies, driver’s behavior and bus facilities.The findings will help in enhance the service quality of public buses in Kuantan and fulfilling passenger’s needs.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 9789832078739 ANJURAN: Pusat Pengajian Pengurusan, Teknologi dan Logistik (STML), Universiti Utara Malaysia
Uncontrolled Keywords: Customer satisfaction, public bus services, customer services, bus facilities, driver’s behavior, bus pricing strategies.
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Dr. Mustakim Melan
Date Deposited: 08 Jul 2013 08:34
Last Modified: 20 Apr 2016 01:10
URI: http://repo.uum.edu.my/id/eprint/8476

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