IMPACT CUSTOMER SATISFACTION TOWARDS QUALITY SERVICE FOR DELIVERY PROCESS AT RAILWAY STATION IN MALAYSIA
Nowadays, the transportation sector is now an important infrastructure for boosting the global economy as well as sponsoring national income as it is currently being expanded in urban and rural areas as well as helping to manage the delivery smoothly and smoothly. Hence, this research aims to determine how the quality services that can be handled during the delivery process are carried out through the railway. As well as the study to determine the impact during the delivery process to customers to ensure that all the services provided meet customer demand during the delivery process. In addition, this study also identifies the proposed improvements in management aspects. Five dimensions in SERVQUAL are used as indicators to influence customer satisfaction. In this study, five SERVQUAL dimensions must have a positive relationship with customer satisfaction and to know which dimensions are most important and dominant based on this study. Estimated sample size is determined because the sample size selection in accordance with the required estimation required is an important consideration to be taken into account in this study. For this method, researchers have identified several factors that can be used in major variables and secondary variables. For this researcher, the main variables are for customer satisfaction and the second variable is the quality service for the transmission process. At the end of the study, the researchers suggested some suggestions for the relevant parties to give customers the advantage of using the freight forwarding process by train.
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