Yusoff, Mohd Zaki and Razalli, Mohd Rizal (2012) Impact of service strategy on customer satisfaction of the rail management in Malaysia. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia.

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Abstract

This paper project is evaluates the level of customer satisfaction among the Malayan railways KTMB passengers. The factors with to evaluate the level of customer satisfaction are the on-line services, fare charging practices, customer services and advertisement.The dependent variable which measured is customer satisfaction. A quantitative approach with a multiple regression analysis was deployed to study the relationship between the independent variables and dependent variable. The factors such as the fare charging practices and customer services though show a positive relationship with customer satisfaction, but the relationship is not significant. However, the passengers are very concern about the on-line services, and advertisement used to communication with them to improve the on-line services, and advertisement in other deliver customer satisfaction continuously.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN: 9789832078739 ANJURAN: Pusat Pengajian Pengurusan, Teknologi dan Logistik (STML), Universiti Utara Malaysia
Uncontrolled Keywords:	On-line services, Fare charging practices, Advertisement, Customer services and Customer satisfaction.
Subjects:	T Technology > TF Railroad engineering and operation
Divisions:	School of Business Management
Depositing User:	Dr. Mohd Rizal Razalli
Date Deposited:	02 Jul 2013 01:30
Last Modified:	21 Apr 2016 03:25
URI:	https://repo.uum.edu.my/id/eprint/8449

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