Keretapi Tanah Melayu (KTMB) services: the role of service quality and recovery towards satisfaction and loyalty / Nor Asiah Omar ... [et al.]

TMB has been operating in Malaysia for decades, but the public transportation environment is changing, putting pressure on the industry to improve its services and facilities in order to satisfy customers. As a service-oriented corporation, it is critical for KTMB to preserve its reputation as the p...

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Bibliographic Details
Main Authors: Omar, Nor Asiah (Author), Abdul Ghani, Rohayu (Author), Mohd Ramly, Suhaily (Author), Hazirah Mohd Anim, Nur Aqilah (Author), Nazri, Muhamad Azrin (Author)
Format: Book
Published: Faculty of Business and Management, 2022-06.
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042 |a dc 
100 1 0 |a Omar, Nor Asiah  |e author 
700 1 0 |a Abdul Ghani, Rohayu  |e author 
700 1 0 |a Mohd Ramly, Suhaily  |e author 
700 1 0 |a Hazirah Mohd Anim, Nur Aqilah  |e author 
700 1 0 |a Nazri, Muhamad Azrin  |e author 
245 0 0 |a Keretapi Tanah Melayu (KTMB) services: the role of service quality and recovery towards satisfaction and loyalty / Nor Asiah Omar ... [et al.] 
260 |b Faculty of Business and Management,   |c 2022-06. 
500 |a https://ir.uitm.edu.my/id/eprint/71636/1/71636.pdf 
520 |a TMB has been operating in Malaysia for decades, but the public transportation environment is changing, putting pressure on the industry to improve its services and facilities in order to satisfy customers. As a service-oriented corporation, it is critical for KTMB to preserve its reputation as the preferred high-speed rail service provider. Accordingly, this study intends to examine the impact of variables pertaining to service quality associated with KTMB service on customer satisfaction. Furthermore, this study examines the relationship between customer satisfaction and customer loyalty. Using the survey method, this study collected data from 406 KTM users, and subsequently, the data was analysed using SPSS. The finding of the analysis reveals that service recovery is the most influential factor towards customer satisfaction. Also, customer satisfaction significantly influences customer loyalty. In conclusion, the findings of this research assist the management of KTMB in enhancing customer satisfaction and loyalty. 
546 |a en 
690 |a Consumer satisfaction 
690 |a Customer services. Customer relations 
655 7 |a Article  |2 local 
655 7 |a PeerReviewed  |2 local 
787 0 |n https://ir.uitm.edu.my/id/eprint/71636/ 
787 0 |n http://myjms.mohe.gov.my/index.php/JIBE/index 
856 4 1 |u https://ir.uitm.edu.my/id/eprint/71636/  |z Link Metadata