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Measuring Customer’S Satisfaction On Bus Transportation

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  • Rabiul Islam
  • Mohammed S. Chowdhury
  • Mohammad Sumann Sarker
  • Salauddin Ahmed

Abstract

The purpose of the study is to examine the factors measuring customers’ satisfaction, especially the impact of service quality on customers’ satisfaction in public transportation industry in the university town of Sintok located in Kedah province of Malaysia. In order to assess the relationships between service quality and customer satisfaction survey http://www.scientificjournals.org/journals2007/articles/1003.htmdata were collected from 300 Bus commuters. All hypotheses were tested using Pearson correlations, controlling for the background variables of gender, marital status, ethnicity and education. The results indicate that hypotheses 1 through 5 were supported. Using multiple regressions as a basis for causal paths, a model was developed that examined the influence of all five dimensions of service quality on customers’ satisfaction. The model explained 26.9% of the variance which indicates that 26.9% of the changes in the dependent variable are explained by the independent variables. Altogether, independent variables explained 26.9% of the variations.

Suggested Citation

  • Rabiul Islam & Mohammed S. Chowdhury & Mohammad Sumann Sarker & Salauddin Ahmed, 2014. "Measuring Customer’S Satisfaction On Bus Transportation," American Journal of Economics and Business Administration, Science Publications, vol. 6(1), pages 34-41, May.
    • Handle: RePEc:abk:jajeba:ajebasp.2014.34.41
    DOI: 10.3844/ajebasp.2014.34.41
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    References listed on IDEAS

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    1. Mihelis, G. & Grigoroudis, E. & Siskos, Y. & Politis, Y. & Malandrakis, Y., 2001. "Customer satisfaction measurement in the private bank sector," European Journal of Operational Research, Elsevier, vol. 130(2), pages 347-360, April.
    2. F. Biélen & N. Demoulin, 2007. "Waiting time influence on the satisfaction-loyalty relationship in services," Post-Print hal-00254951, HAL.
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    Cited by:

    1. Hu, Yucong & Cao, Jiangyu & Liu, Jianrong, 2021. "Influence of bus stop land use characteristics on passenger waiting time satisfaction ‐ A case study in Guangzhou," Journal of Transport Geography, Elsevier, vol. 96(C).
    2. Christopher Adesola Wojuade & Feyikemi Christianah Onatade, 2020. "Service Quality and Passengers’ Satisfaction of Airline Operations in Nigeria," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 6(9), pages 865-873, 09-2020.

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