Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service?
Public transportation in Kuala Lumpur (the capital city of Malaysia) serves the daily commuting needs of all strata of society. To meet the ever increasing needs of reliable public transport in and around the capital city, the Rangkaian Pengangkutan Integrasi Deras Sdn Bhd (RapidKL) has been esta...
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my-unisza-ir.28172021-09-29T03:44:29Z http://eprints.unisza.edu.my/2817/ Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service? Abdul Aziz, Abdullah Rohaya, Mat Talip AC Collections. Series. Collected works Public transportation in Kuala Lumpur (the capital city of Malaysia) serves the daily commuting needs of all strata of society. To meet the ever increasing needs of reliable public transport in and around the capital city, the Rangkaian Pengangkutan Integrasi Deras Sdn Bhd (RapidKL) has been established. Notwithstanding the effort by the company to provide the best public service, it seems there are more brickbats than bouquet of flowers given at the level of service rendered. Gamut of complaints range from late arrival, overcrowding, poor customer service, and bad general upkeep of the bus to frequent mechanical letdown. Hence, this research attempts to ascertain factors which influence the latitude of customer satisfaction towards RapidKL bus service in the Klang Valley. The picked independent variables of service quality; consumer satisfaction and dissatisfaction are assessed. The findings indentify factors that influence customers’ satisfaction to choose bus as a public transportation. The results will be used to suggest plan of improvement so that the public can experience better service in the Klang Valley 2013-04 Article NonPeerReviewed text en http://eprints.unisza.edu.my/2817/1/FH02-FESP-16-06631.pdf Abdul Aziz, Abdullah and Rohaya, Mat Talip (2013) Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service? International Journal of Academic Research in Business and Social Sciences, 3 (4). pp. 1-17. ISSN 2222-6990 |
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AC Collections. Series. Collected works |
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AC Collections. Series. Collected works Abdul Aziz, Abdullah Rohaya, Mat Talip Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service? |
description |
Public transportation in Kuala Lumpur (the capital city of Malaysia) serves the daily commuting
needs of all strata of society. To meet the ever increasing needs of reliable public transport in
and around the capital city, the Rangkaian Pengangkutan Integrasi Deras Sdn Bhd (RapidKL) has
been established. Notwithstanding the effort by the company to provide the best public
service, it seems there are more brickbats than bouquet of flowers given at the level of service
rendered. Gamut of complaints range from late arrival, overcrowding, poor customer service,
and bad general upkeep of the bus to frequent mechanical letdown. Hence, this research
attempts to ascertain factors which influence the latitude of customer satisfaction towards
RapidKL bus service in the Klang Valley. The picked independent variables of service quality;
consumer satisfaction and dissatisfaction are assessed. The findings indentify factors that
influence customers’ satisfaction to choose bus as a public transportation. The results will be
used to suggest plan of improvement so that the public can experience better service in the
Klang Valley |
format |
Article |
author |
Abdul Aziz, Abdullah Rohaya, Mat Talip |
author_facet |
Abdul Aziz, Abdullah Rohaya, Mat Talip |
author_sort |
Abdul Aziz, Abdullah |
title |
Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service? |
title_short |
Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service? |
title_full |
Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service? |
title_fullStr |
Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service? |
title_full_unstemmed |
Rapidkl bus service in city center, Kuala Lumpur, Malaysia: an epitome of good service? |
title_sort |
rapidkl bus service in city center, kuala lumpur, malaysia: an epitome of good service? |
publishDate |
2013 |
url |
http://eprints.unisza.edu.my/2817/1/FH02-FESP-16-06631.pdf http://eprints.unisza.edu.my/2817/ |
_version_ |
1712289715186565120 |
score |
13.154949 |