Customer satisfaction towards bus service among UMK students at Pengkalan Chepa.

• Main Author: Siti Nabila Syukor, .
• Format: Undergraduate Final Project Report
• Published: 2011
• Online Access: http://discol.umk.edu.my/id/eprint/5425/

Bus is the most preferences choice to the consumer because this transportation serves more choices to them especially at lowest price compare others transportation like car, aero planes, train and etc. This study aims to examine factor that influences customer’s satisfaction among UMK students towards bus service especially at Pengkalan Chepa, Kelantan. Factors examined include physical facilities, responsiveness of driver and conductor, price of tickets and reliability dimensions. A total of 150 questionnaires were distributed to UMK’s student. Data collected was analyzed using Statistical Package for Social Science (SPSS) version 18.0. Findings show that customer satisfaction towards bus service is driven by price of tickets and responsiveness of driver and conductor. Majority of UMK’s student is considering by price of tickets. Although recently, that many bus company offered bus at the lower price, but responsiveness need to consider. This is because the rates of accident were highly, effect from the attitude of bus driver that not focused about safety of passengers. The result shows that the customer satisfaction is affected by the all objectives that state it. Whereby, the respondents came from the UMK students itself, about 32.7 % of male and 67.3 % female. The age of respondent’s about 18 until 27 and above, but the respondent at 27 years old is not including. The highest is 77.3% or 116 of respondents is 21-23 years old. The year of study is highest among third year students which is 40 % of them use the bus service. From the perspectives of mean, the respondent is very satisfied about 4.06 based on the second objectives of the study. The lowest mean is 3.13 at the level of satisfied which is the price of ticket. Overall of the study shows that all the objectives are related with the level of customer satisfaction among UMK students at Pengkalan Chepa.