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Students' satisfaction towards bus service performance

Azani, Azreen Alia Natasya and Abu Bakar, Noor Shuhada and Abd Rahman, Siti Zulaikah and Tengku Jesceedza, Tengku Nur Syazleedza Edzry and Radzuan, Kamaruddin (2017) Students' satisfaction towards bus service performance. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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This research determines the level of students’ satisfaction towards bus service performance at UUM.Bus services performance is very important for UUM student to help students to move in campus and enable students to conduct educational activities. But the quality bus service that provided does not meet the student’s requirements.There are several factors that contribute to this problem which is the attitude of the bus driver’s attitude, availability of the buses and lack of the bus service system.So, the study is based on a survey carried out from the questionnaire that is administered involving 100 students who stays at route C.All data are analyzed by SPSS software. By using the descriptive analysis the level of satisfaction among students towards bus service performance has provided are examined.The findings show that the levels of satisfaction among students are mixed. In case of Universiti Utara Malaysia, due to the current bus service, most students seem dissatisfied to use the services. Consequently, some of them choose to drive their own vehicles or take a taxi to move in campus. Thus, the influx of these vehicles is the main cause of traffic congestion. Hence, the need to plan for an efficient and effective bus system. The findings of this study will help the company or organization or the university to improve their service provided to the students in achieving the student’s satisfaction due to the evaluation of satisfaction bus service performance.

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: bus service performance, SERVQUAL, student satisfaction
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: School of Technology Management & Logistics
Depositing User: Mr. Kamaruddin Radzuan
Date Deposited: 25 Jul 2017 07:57
Last Modified: 25 Jul 2017 07:57

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