The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia
Service quality is a vital factor that influences customer satisfaction. For profit organizations such as public bus companies, high customer satisfaction is a sign for business success and the ability to create long-term relationships with their customers. This research is to assess the effects of...
Saved in:
Main Authors: | , , |
---|---|
Format: | Article |
Published: |
Canadian Center of Science and Education
2021
|
Online Access: | http://psasir.upm.edu.my/id/eprint/95401/ https://www.ccsenet.org/journal/index.php/ijms/article/view/0/45341 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
id |
my.upm.eprints.95401 |
---|---|
record_format |
eprints |
spelling |
my.upm.eprints.954012023-01-09T02:03:52Z http://psasir.upm.edu.my/id/eprint/95401/ The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia Laisak, Adler Hilary Rosli, Anita Sa’adi, Nurzalikha Service quality is a vital factor that influences customer satisfaction. For profit organizations such as public bus companies, high customer satisfaction is a sign for business success and the ability to create long-term relationships with their customers. This research is to assess the effects of service quality attributes on customers’ satisfaction towards service quality provided by inter-district public bus companies in the Central Region of Sarawak. The research adapted SERVQUAL model proposed by Parasuraman, Zeithaml and Berry (1988). A total of 400 respondents were obtained among inter-district public bus users through a convenient sampling method. The mean score for customers’ satisfaction was 2.24, which means the level of customer satisfaction towards the service quality of inter-district buses in the Central Region was low. Meanwhile, the result from the multiple regression analysis showed that service quality dimensions of empathy, assurance, and responsibility had significant effects on customers’ satisfaction. The inter-district public bus companies in the Central Region of Sarawak should improve their service quality by building and obtaining customer trust to keep existing customers and at the same time to attract potential customers. Good customers’ experience towards service and the power of word mouth are marketing tools to enhance business reputation relative to other competitors. Canadian Center of Science and Education 2021-05-25 Article PeerReviewed Laisak, Adler Hilary and Rosli, Anita and Sa’adi, Nurzalikha (2021) The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia. International Journal of Marketing Studies, 13 (2). 53 - 67. ISSN 1918-719X; ESSN: 1918-7203 https://www.ccsenet.org/journal/index.php/ijms/article/view/0/45341 10.5539/ijms.v13n2p53 |
institution |
Universiti Putra Malaysia |
building |
UPM Library |
collection |
Institutional Repository |
continent |
Asia |
country |
Malaysia |
content_provider |
Universiti Putra Malaysia |
content_source |
UPM Institutional Repository |
url_provider |
http://psasir.upm.edu.my/ |
description |
Service quality is a vital factor that influences customer satisfaction. For profit organizations such as public bus companies, high customer satisfaction is a sign for business success and the ability to create long-term relationships with their customers. This research is to assess the effects of service quality attributes on customers’ satisfaction towards service quality provided by inter-district public bus companies in the Central Region of Sarawak. The research adapted SERVQUAL model proposed by Parasuraman, Zeithaml and Berry (1988). A total of 400 respondents were obtained among inter-district public bus users through a convenient sampling method. The mean score for customers’ satisfaction was 2.24, which means the level of customer satisfaction towards the service quality of inter-district buses in the Central Region was low. Meanwhile, the result from the multiple regression analysis showed that service quality dimensions of empathy, assurance, and responsibility had significant effects on customers’ satisfaction. The inter-district public bus companies in the Central Region of Sarawak should improve their service quality by building and obtaining customer trust to keep existing customers and at the same time to attract potential customers. Good customers’ experience towards service and the power of word mouth are marketing tools to enhance business reputation relative to other competitors. |
format |
Article |
author |
Laisak, Adler Hilary Rosli, Anita Sa’adi, Nurzalikha |
spellingShingle |
Laisak, Adler Hilary Rosli, Anita Sa’adi, Nurzalikha The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia |
author_facet |
Laisak, Adler Hilary Rosli, Anita Sa’adi, Nurzalikha |
author_sort |
Laisak, Adler Hilary |
title |
The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia |
title_short |
The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia |
title_full |
The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia |
title_fullStr |
The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia |
title_full_unstemmed |
The effect of service quality on customers' satisfaction of inter-district public bus companies in the Central Region of Sarawak, Malaysia |
title_sort |
effect of service quality on customers' satisfaction of inter-district public bus companies in the central region of sarawak, malaysia |
publisher |
Canadian Center of Science and Education |
publishDate |
2021 |
url |
http://psasir.upm.edu.my/id/eprint/95401/ https://www.ccsenet.org/journal/index.php/ijms/article/view/0/45341 |
_version_ |
1754531215864496128 |
score |
13.160551 |