A study of the relationship between service quality and customer loyalty on train services in Kelantan

• Main Authors: Ali, Muhammed Rafiq, Ahmad, Siti Rohani, Teoh, Wei Hong
• Format: Undergraduate Final Project Report
• Published: 2015
• Online Access: http://discol.umk.edu.my/id/eprint/6593/

This study been conducted to find out the relationship between service quality and customer loyalty on train service in Wakaf Bharu, Kelantan. The researchers use the SERVQUAL five dimensions by Parasuraman,VA,. Zeithml and LL Berry.Gronroos customer loyalty model been used in this research. The five dimensions of SERVQUAL is the independent variables in this study which consist of tangibles, reliability, responsiveness, assurance and empathy. The Gronroos customer loyalty model consist of four factor measurements that are word of mouth, repurchase intention, response to rate and complaining. WakafBharu, Kelantan been chosen in the research because it is the main train station near to the capital city of Kelantan. The target population were the train users. The researchers wanted to identify whether there is the relationship between service quality that been provided by the services provider which in this study is Keretapi Tanah Melayu (KTM) and customer loyalty