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

• Автори: Omar, Nor Asiah (Автор), Abdul Ghani, Rohayu (Автор), Mohd Ramly, Suhaily (Автор), Hazirah Mohd Anim, Nur Aqilah (Автор), Nazri, Muhamad Azrin (Автор)
• Формат: Книга
• Опубліковано: Faculty of Business and Management, 2022-06.
• Предмети: Article; PeerReviewed
• Онлайн доступ: Link Metadata

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...