How service quality affects the customer satisfaction: Case study of electric train service (ETS)

• Main Authors: Zaid, Mohamad Zulhilmi, Jamaludin, Mohamad Suhaimi, Bambale, Sulaiman Abdullahi, Ismail, Mohd Azril
• Format: Conference or Workshop Item
• Language: English
• Published: 2017
• Subjects: HE Transportation and Communications
• Online Access: http://repo.uum.edu.my/22631/1/STML%E2%80%93Go%20Green%20%202016%20417%20426.pdf; http://repo.uum.edu.my/22631/; http://stmlportal.net/stmlgogreen2016/pdf/p427.pdf

Service quality played the important role and it affected to the customer satisfaction.Service quality has become a distinct and important aspect of the product and service offering.In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy.We use questionnaire to collect the data from ETS passenger at northern region Malaysia KTMB station.The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique.The results show negative correlation between the customer satisfaction and five dimensions in service quality.This study helps ETS to know about their customer satisfaction and can help they improve their service quality if there got any weaknesses. Future research needs to be done to investigate in details about this study