A study of the relationship between service quality and customer loyalty on train services in Kelantan

Ali, Muhammed Rafiq and Ahmad, Siti Rohani and Teoh , Wei Hong (2015) A study of the relationship between service quality and customer loyalty on train services in Kelantan. Undergraduate project report, Faculty of Entrepreneurship and Business. (Submitted)

Abstract

This study been conducted to find out the relationship between service quality and customer loyalty on train service in Wakaf Bharu, Kelantan. The researchers use the SERVQUAL five dimensions by Parasuraman,VA,. Zeithml and LL Berry.Gronroos customer loyalty model been used in this research. The five dimensions of SERVQUAL is the independent variables in this study which consist of tangibles, reliability, responsiveness, assurance and empathy. The Gronroos customer loyalty model consist of four factor measurements that are word of mouth, repurchase intention, response to rate and complaining. WakafBharu, Kelantan been chosen in the research because it is the main train station near to the capital city of Kelantan. The target population were the train users. The researchers wanted to identify whether there is the relationship between service quality that been provided by the services provider which in this study is Keretapi Tanah Melayu (KTM) and customer loyalty

Item Type: Undergraduate Final Project Report
Faculty: Faculty of Entrepreneurship and Business
Programme: Bachelor of Entrepreneurship (Logistics & Distributive Trade) with Honours
Deposited By: En Khairul Azman Che Ibrahim
Date Deposited: 24 Aug 2016 01:58
Last Modified: 24 Aug 2016 01:58
URI: http://umkeprints.umk.edu.my/id/eprint/5908

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