Customer satisfaction towards public transport at Butterworth, Penang (case study on Konsortium Mutiara Bus)

Rohaizat, Auzaie Asyraf and Pang, Yi Xiang and Verathan, Sharmila and Abdul Hamid, Shaza Murshidah (2015) Customer satisfaction towards public transport at Butterworth, Penang (case study on Konsortium Mutiara Bus). [Undergraduate Final Year Project Report] (Submitted)

Abstract

Public transportation plays an important role in the country and seen as part of a solution for sustainable transport in the future. In order to ensure the successful of public transport, the level of customer satisfaction became one of crucial factor in industry. The level of customer satisfaction became one of measure to ensure that customer satisfy with the service provided by bus operator. Customer satisfaction can be defined as expectation toward service offered and the actual performance of service provided. High level of customer satisfaction leads to favorable results such as higher rates of customer retention, positive word of mouth and higher profits to bus operator. Hence, this paper mainly focused on level of customer satisfaction toward Konsortium Mutiara Bus services at Butterworth, Penang. Three factors were identified in this research to measure customer satisfaction which is reliability, comfort and safety that involve 382 respondents. The method used was quantitative method by using stratified sampling technique. The results from the study will unveil the level of customer satisfaction toward services provided by Konsortium Mutiara Bus and determine the most significant factor that can influence customer satisfaction

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