Memahami kehendak pelanggan perkhidmatan bas awam menggunakan SERVQUAL dan model Kano

• Main Authors: Liong, Choong Yeun, Zainol Mustafa,, Wan Norsiah Mohamed,, Lee , Poi Woon
• Format: Article
• Published: Penerbit ukm 2007
• Online Access: http://journalarticle.ukm.my/1833/; http://www.ukm.my/~ppsmfst/jqma/index.html

In Malaysia, bus is one of the most important public transport especially in linking housing areas to cities. Customer satisfaction and important attributes of public bus service have to be identified in order to encourage its usage. This paper reports on the integrated approach of SERVQUAL and K...