The impact of service delivery process on customer satisfaction and loyalty
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 mea...
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my-umt-ir.-6872016-03-10T09:19:30Z The impact of service delivery process on customer satisfaction and loyalty a research in the bus transportation industry Sumaiah Muhamad 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. Fakulti Pengurusan Ekonomi 2001-01 Thesis en http://hdl.handle.net/123456789/687 http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/1/HE8.9%20.S8%202001%20Abstract.pdf de35513c678f36561220d5f4e147d2bf http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/2/HE8.9%20.S8%202001.pdf 3f374c94aa22e2a0d0eebaee934df263 http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/3/license.txt 8a4605be74aa9ea9d79846c1fba20a33 http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/4/HE8.9%20.S8%202001%20Abstract.pdf.txt 8ea923e26b9f7c3e19e9e042f063405d http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/5/HE8.9%20.S8%202001.pdf.txt a08e3eb85cd0953b7dcecab0ad6559ee 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 |
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Universiti Malaysia Terengganu |
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UMT Repository System |
| language |
English |
| topic |
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 |
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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 Sumaiah Muhamad The impact of service delivery process on customer satisfaction and loyalty |
| description |
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. |
| format |
Thesis |
| author |
Sumaiah Muhamad |
| author_facet |
Sumaiah Muhamad |
| author_sort |
Sumaiah Muhamad |
| title |
The impact of service delivery process on customer satisfaction and loyalty |
| title_short |
The impact of service delivery process on customer satisfaction and loyalty |
| title_full |
The impact of service delivery process on customer satisfaction and loyalty |
| title_fullStr |
The impact of service delivery process on customer satisfaction and loyalty |
| title_full_unstemmed |
The impact of service delivery process on customer satisfaction and loyalty |
| title_sort |
impact of service delivery process on customer satisfaction and loyalty |
| granting_institution |
Fakulti Pengurusan Ekonomi |
| url |
http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/1/HE8.9%20.S8%202001%20Abstract.pdf http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/2/HE8.9%20.S8%202001.pdf |
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