The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area

Hasnita Noorzain, (2013) The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area. Masters thesis, University Malaysia Sabah.

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Abstract

This study aims to determine the influence of railway service quality and customer satisfaction among the urban and rural passengers of Sabah train. The objectives of this study can be achieved by examining the relationship between railway service quality (RAILQUAL) which are consists of assurance, empathy, reliability, responsiveness, tangibles, comfort, connection and convenience with customer satisfaction. Other than that this study is also examine the moderating effects of dwelling area on the relationship between railway service quality (RAILQUAL) and customer satisfaction. Data collection was conducted through questionnaires and a total of 221 sets were collected out of 250 sets of questionnaires distributed. The findings shows 63.2% of the variance were able to be explained by the research model. Connection and convenience were significantly related to the satisfaction while the other variables have no significant relationship with the dependent variables. Moreover, the results indicate that dwelling area does moderate the effect of railway service quality on customer satisfaction.

Item Type:Thesis (Masters)
Uncontrolled Keywords:railway, service quality, customer satisfaction, dwelling area
Subjects:H Social Sciences > HF Commerce
Divisions:SCHOOL > School of Business and Economics
ID Code:8938
Deposited By:IR Admin
Deposited On:05 May 2014 12:42
Last Modified:05 May 2014 12:42

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