Quality Management SERVQUAL Analysis on UUM bus service: a atudy on Route D

• Main Authors: Chin Xuan Hao, Andre, Mat Yamin, Fadhilah
• Format: Article
• Language: English
• Published: Universiti Utara Malaysia 2020
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/28436/1/STMLGG%2001%2034%202020%20116-118.pdf; http://repo.uum.edu.my/28436/

Bus transportation is the main travelling tools in UUM. The present study aims to examine the quality of service delivery of the bus transportation in Route D, UUM with the SERVQUAL instrument. We wish to find out for what are the factors affecting the current service delivery of the bus transportation in Route D, UUM. This study involves students from Route D, UUM. The distribution method which is questionnaire was administered through online and total number of 100 respondents was collected. Descriptive analysis such as frequencies, mean and standard deviation were used in this study to analyze data collected. The findings show that there are five dimensions in SERVQUAL instrument which are tangible, reliability, assurance, empathy, and responsiveness. However, the outcome indicates that empathy dimension has the highest mean and the lowest standard deviation which is the main quality factor that affect the current service delivery of the bus transportation in Route D, UUM.