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Safiek Mokhlis, Safiek
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Journal : Benefit: Jurnal Manajemen dan Bisnis

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PASSENGER SATISFACTION AND LOYALTY: A CASE OF INTER-CITY COACH TRAVEL IN MALAYSIA Mokhlis, Safiek
Benefit Volume 11 No 2 Desember 2007
Publisher : Universitas Muhammadiyah Surakarta

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Abstract

The purpose of this paper is to investigate the relationship between service deliveryprocess, passenger satisfaction and loyalty in express coach industry in Malaysia. Fivecomponents of service process were identified: experience before tr avel, experience duringtravel, experience after travel, terminal facilities and bus operations. Data were solicited frompassengers of one express coach service plying a route of Kota Bharu to Kuala Lumpur using astructured questionnaire. Results show that three out of five areas of service process aresignificantly related with passenger satisfaction. Terminal facilities emerged as the best predictorfor passenger satisfaction, followed by the bus operations and experience after travel. Theanalysis also indicates a statistically significant correlation between passengers’ satisfaction andloyalty.
PASSENGER SATISFACTION AND LOYALTY: A CASE OF INTER-CITY COACH TRAVEL IN MALAYSIA Mokhlis, Safiek
Benefit: Jurnal Manajemen dan Bisnis Benefit : Kumpulan Makalah Diskusi Dosen FE UMS Volume 11 No 2 Desember 2007
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/benefit.v11i2.1273

Abstract

The purpose of this paper is to investigate the relationship between service deliveryprocess, passenger satisfaction and loyalty in express coach industry in Malaysia. Fivecomponents of service process were identified: experience before tr avel, experience duringtravel, experience after travel, terminal facilities and bus operations. Data were solicited frompassengers of one express coach service plying a route of Kota Bharu to Kuala Lumpur using astructured questionnaire. Results show that three out of five areas of service process aresignificantly related with passenger satisfaction. Terminal facilities emerged as the best predictorfor passenger satisfaction, followed by the bus operations and experience after travel. Theanalysis also indicates a statistically significant correlation between passengers’ satisfaction andloyalty.
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