Keretapi Tanah Melayu (KTMB) services: the role of service quality and recovery towards satisfaction and loyalty / Nor Asiah Omar ... [et al.]

• Main Authors: Omar, Nor Asiah, Abdul Ghani, Rohayu, Mohd Ramly, Suhaily, Hazirah Mohd Anim, Nur Aqilah, Nazri, Muhamad Azrin
• Format: Article
• Language: English
• Published: Faculty of Business and Management 2022
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/71636/1/71636.pdf; https://ir.uitm.edu.my/id/eprint/71636/; http://myjms.mohe.gov.my/index.php/JIBE/index

TMB has been operating in Malaysia for decades, but the public transportation environment is changing, putting pressure on the industry to improve its services and facilities in order to satisfy customers. As a service-oriented corporation, it is critical for KTMB to preserve its reputation as the p...