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008 141105t2013 my da f m 000 0 eng d
020 _aTHE0001575(Local)
039 9 _a201905271127
_basmadi
_c201502021114
_dfawwaz
_c201411131334
_dtraining2
_c201411051705
_dtraining2
_y201411051704
_ztraining2
040 _aUMP
090 _aHD9980 .F57 2013 r Bc.
100 0 _aMuhammad Firdaus Ismail
245 1 4 _aThe level of service quality for the public transport :
_ba study of Rapid Kuantan in Kuantan routes /
_cMuhammad Firdaus Ismail
260 _aKuantan, Pahang :
_bUMP,
_c2013
300 _axiv, 66 p. :
_bill. (some col.) ;
_c30 cm. +
_e1 CD-ROM
500 _aFaculty of Engineering Technology
502 _aProject Paper (Bachelor of Project Management with Honors) -- Universiti Malaysia Pahang – 2013
504 _aBibliography : p. 67-71
520 3 _aBus transportation is one of the various means of public transportation. Its efficiency in following its route is vital to ensure customers are satisfied with the service provided. This study is conducted in Kuantan Pahang among Rapid bus passengers. The problem that had been faced by resident around kuantan is the delay the bus to get to the final destination although giving the high frequent number of buses. The objective of this study is to investigate the relationship between Service Quality dimensions (reliability, tangibility, responsiveness, assurance and empathy) and customer satisfaction among Rapid Kuantan passenger. The method that had been used to perform this study is survey method .In conducting this study, initial observation was conducted to identify the parameter. Then, a set of questionnaires was distributed to bus passengers in order to tap into the satisfaction parameters. The data was analyzed with SPSS to find the outcome if there have a relationship between service quality and customer satisfaction. From the result the relationship between the dependent variable (customer satisfaction) and the dimensions of service quality (reliability, tangibility, responsiveness, assurance, empathy) were statistically significant. The results also show that there was medium relationship between perceptions of servqual and dependent variable (customer satisfaction). Therefore, the customer perceptions of service quality and customer satisfaction at Rapid Kuantan were significantly linked. The result is beneficial for relevant authorities in developing effective measure for better bus performance.
650 0 _aService industries
650 0 _aQuality control
999 _aVIRTUA40
_c5586
_d5592
999 _aVTLSSORT0080*0200*0400*0900*1000*2450*2600*3000*5000*5020*5040*5200*6500*6501*9992