Determinants of customer satisfaction of service quality: city bus service in Kota Kinabalu, Malaysia

Harifah Mohd Noor, and Na’asah Nasrudin, and Jurry Foo, (2014) Determinants of customer satisfaction of service quality: city bus service in Kota Kinabalu, Malaysia. In: AMER International Conference on Quality of Life, AicQoL2014 KotaKinabalu, 4-5 January 2014, The Pacific Sutera Hotel, Sutera Harbour, Kota Kinabalu, Sabah, Malaysia.

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Abstract

This paper identifies components of satisfaction of public bus service in Kota Kinabalu City, Malaysia. Factor analysis is used to analyse a total of 24 parameters satisfactions of public buses. This study succeeded in developing three dimensions of public bus service attributes a satisfaction in the study area namely comfort, accessibility and safety and found that there is a slight difference in satisfaction between the minibus and bus transit, but users agreed that overcrowded and felt unsafe during the night were among the most significant attributes that affect their satisfaction. Transportation authorities can use these findings as a guide to enhance the quality of life of public transport users in the future.

Item Type: Conference or Workshop Item (UNSPECIFIED)
Uncontrolled Keywords: Public transportation; city bus; factor analysis; customer satisfaction
Subjects: H Social Sciences > HM Sociology
Divisions: FACULTY > Faculty of Science and Natural Resources
Depositing User: Unnamed user with email storage.bpmlib@ums.edu.my
Date Deposited: 03 Nov 2016 07:47
Last Modified: 12 Oct 2017 02:28
URI: http://eprints.ums.edu.my/id/eprint/14876

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