The study of service quality: the case of public bus transport in Kota Bharu, Kelantan.

Ung, Chin Sen and Lee, Ebau and Mohamad Asri, Norhuda Aniza and Ab Rahim, Nurul Hidayah (2015) The study of service quality: the case of public bus transport in Kota Bharu, Kelantan. [Undergraduate Final Year Project Report] (Submitted)

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Abstract

Public bus transport services is generally based on regular operation of transit buses along a route calling at agreed bus stops according to published public transport timetable. The significant growth of the uses of bus transport in Kota Bharu is faster than other public transport such as air transport and railway. A survey will be conducted on public bus transport to determine the service quality that provided by the company. This paper will be measuring the service quality in 5 dimensions which are tangible, reliability, responsiveness, assurance and empathy that will affect the satisfaction of customer toward public bus transport in Kota Bharu, Kelantan. 300 respondents had been selected based on simple random sampling and respondents had been surveyed by questionnaire. In this research, reliability of the data, demographic characteristic of respondents and descriptive statistics had been analysis. Pearson Correlation will be used to calculate the findings. As result, tangible is the factor that contributes most towards customer satisfaction while using public bus transport in Kota Bharu, Kelantan

Item Type: Undergraduate Final Year Project Report
Faculty: Faculty of Entrepreneurship and Business
Depositing User: En Khairul Azman Che Ibrahim
Date Deposited: 24 Aug 2016 02:01
Last Modified: 24 Aug 2016 02:01
URI: http://umkeprints.umk.edu.my/id/eprint/5936
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