The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur

Majlis Amanah Rakyat ‘MARA’ (The Council of Trust for Indigenous People), being one of the main government agencies, in early formation has played major roles in increasing the socio-economic status of Bumiputra’s. Several programs has been planned and provided which one of it are MARA Bus Transport...

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Main Author:	Fairul Rafiq, Zainuddin
Format:	Thesis
Language:	eng eng
Published:	2015
Subjects:	HD28-70 Management Industrial Management
Online Access:	https://etd.uum.edu.my/5111/1/s810182.pdf https://etd.uum.edu.my/5111/2/s810182_abstract.pdf
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id	my-uum-etd.5111
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Md Said, Nor Pujawati
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Fairul Rafiq, Zainuddin The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur
description	Majlis Amanah Rakyat ‘MARA’ (The Council of Trust for Indigenous People), being one of the main government agencies, in early formation has played major roles in increasing the socio-economic status of Bumiputra’s. Several programs has been planned and provided which one of it are MARA Bus Transportation (MBT) services. Even though almost 100% of MBT’s project is operating in a route, which can be, considered as non-commercial or profitable but MBT is committed in providing the best services to its customers, as it is consistent in meeting their social responsibility mission. Previous management meeting of MARA vehicle department has made a decision to focus on express route, which in other word to go for profit motive while the stage bus operation for social responsibility. The purpose of this research is to find out which factors specifically on services provided that can influence the passengers to choose bus service provider when they plan to travel to other places. This research is conducted using interviews, questionnaires and statistical software in order to get a better picture. It is hope that with the outcomes that derive from this research will assists the MBT’s management team to develop the best marketing measures in both attracting and retaining the passengers and thus, generating a good income at the same time
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Fairul Rafiq, Zainuddin
author_facet	Fairul Rafiq, Zainuddin
author_sort	Fairul Rafiq, Zainuddin
title	The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur
title_short	The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur
title_full	The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur
title_fullStr	The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur
title_full_unstemmed	The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur
title_sort	influence of service factors towards the satisfaction of express bus passengers in kuala lumpur
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2015
url	https://etd.uum.edu.my/5111/1/s810182.pdf https://etd.uum.edu.my/5111/2/s810182_abstract.pdf
_version_	1747827864328208384
spelling	my-uum-etd.51112021-03-18T06:53:42Z The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur 2015 Fairul Rafiq, Zainuddin Md Said, Nor Pujawati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD28-70 Management. Industrial Management Majlis Amanah Rakyat ‘MARA’ (The Council of Trust for Indigenous People), being one of the main government agencies, in early formation has played major roles in increasing the socio-economic status of Bumiputra’s. Several programs has been planned and provided which one of it are MARA Bus Transportation (MBT) services. Even though almost 100% of MBT’s project is operating in a route, which can be, considered as non-commercial or profitable but MBT is committed in providing the best services to its customers, as it is consistent in meeting their social responsibility mission. Previous management meeting of MARA vehicle department has made a decision to focus on express route, which in other word to go for profit motive while the stage bus operation for social responsibility. The purpose of this research is to find out which factors specifically on services provided that can influence the passengers to choose bus service provider when they plan to travel to other places. This research is conducted using interviews, questionnaires and statistical software in order to get a better picture. It is hope that with the outcomes that derive from this research will assists the MBT’s management team to develop the best marketing measures in both attracting and retaining the passengers and thus, generating a good income at the same time 2015 Thesis https://etd.uum.edu.my/5111/ https://etd.uum.edu.my/5111/1/s810182.pdf text eng public https://etd.uum.edu.my/5111/2/s810182_abstract.pdf text eng public masters masters Universiti Utara Malaysia Abdel-Aty, M. 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The influence of service factors towards the satisfaction of express bus passengers in Kuala Lumpur

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