Please use this identifier to cite or link to this item: http://umt-ir.umt.edu.my:8080/handle/123456789/687
Title: The impact of service delivery process on customer satisfaction and loyalty
Other Titles: a research in the bus transportation industry
Authors: Sumaiah Muhamad
Keywords: HE 8.9 .S8 2001
Sumaiah Muhamad
The impact of service delivery process on customer satisfaction and loyalty
a research in the bus transportation industry
Transportation
Issue Date: Jan-2001
Publisher: Fakulti Pengurusan Ekonomi
Abstract: The purpose of this research is to investigate the service processes, customer satisfaction and loyalty in the bus express industry. Five components of the service processes (experience before travel, during travel, after travel, terminal facilities and bus operations) are assessed as a service measurement within the express bus industry This study also examines the relationship between service processes and customer satisfaction and the relationship between customer satisfaction and customer loyalty The study also focuses on the demographic characteristics, travel behaviour and the purpose of travel by respondents using the express coach transportation.
URI: http://hdl.handle.net/123456789/687
Appears in Collections:Fakulti Pengurusan Ekonomi

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