Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa

This research is all about Service Quality : A Study On Taxi Drivers At Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ). Since the operation of 100 taxis fully started in February 2009, the outstanding of their monthly payment increasing gradually. Factors such as service quality have been id...

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Bibliographic Details
Main Author:	Mustaffa, Masliana
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2009
Subjects:	Service industries HE Transportation and Communications Transportation (General works). Communication and traffic
Online Access:	http://ir.uitm.edu.my/id/eprint/25224/ http://ir.uitm.edu.my/id/eprint/25224/1/PPb_MASLIANA%20MUSTAFFA%20BM%20M%2009_5.pdf

id	uitm-25224
recordtype	eprints
spelling	uitm-252242019-09-26T03:43:13Z http://ir.uitm.edu.my/id/eprint/25224/ Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa Mustaffa, Masliana Service industries HE Transportation and Communications Transportation (General works). Communication and traffic This research is all about Service Quality : A Study On Taxi Drivers At Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ). Since the operation of 100 taxis fully started in February 2009, the outstanding of their monthly payment increasing gradually. Factors such as service quality have been identified in order to investigate whether there is a problem with the service quality of KPMNJ or the taxi driver have their own problems in settled the payment. The objective of this research is to identify the level of service quality provided by KPMNJ, to identify the factors that contributing to the service quality of KPMNJ, to identify the most factors contributing to the service quality of KPMNJ, to identify the correlation between all variable in this study and to provide suggestion/recommendation to KPMNJ to improve their service quality. The method in this research will use probability. This is because the nature of research is conclusive research. The techniques is simple random sampling because easy to implement and cost effective. Sample size of this research is 80 taxi drivers of KPMNJ. Survey method focused on personal interview is used in this research. This is because it is simple to administer, the data obtain are reliable because the response are limited to the alternative stated. The mean value for level of service quality, 3.8125 shows that most of the respondents are agree with the service quality provided by KPMNJ. There is significant and positive relationship between all the independent variables (tangible, assurance, reliability, empathy and responsiveness) and dependent variable (service quality). The most factors contributing to the service quality of KPMNJ are tangible and reliability. There is also correlation between it. Faculty of Business and Management 2009 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25224/1/PPb_MASLIANA%20MUSTAFFA%20BM%20M%2009_5.pdf Mustaffa, Masliana (2009) Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Service industries HE Transportation and Communications Transportation (General works). Communication and traffic
spellingShingle	Service industries HE Transportation and Communications Transportation (General works). Communication and traffic Mustaffa, Masliana Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa
description	This research is all about Service Quality : A Study On Taxi Drivers At Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ). Since the operation of 100 taxis fully started in February 2009, the outstanding of their monthly payment increasing gradually. Factors such as service quality have been identified in order to investigate whether there is a problem with the service quality of KPMNJ or the taxi driver have their own problems in settled the payment. The objective of this research is to identify the level of service quality provided by KPMNJ, to identify the factors that contributing to the service quality of KPMNJ, to identify the most factors contributing to the service quality of KPMNJ, to identify the correlation between all variable in this study and to provide suggestion/recommendation to KPMNJ to improve their service quality. The method in this research will use probability. This is because the nature of research is conclusive research. The techniques is simple random sampling because easy to implement and cost effective. Sample size of this research is 80 taxi drivers of KPMNJ. Survey method focused on personal interview is used in this research. This is because it is simple to administer, the data obtain are reliable because the response are limited to the alternative stated. The mean value for level of service quality, 3.8125 shows that most of the respondents are agree with the service quality provided by KPMNJ. There is significant and positive relationship between all the independent variables (tangible, assurance, reliability, empathy and responsiveness) and dependent variable (service quality). The most factors contributing to the service quality of KPMNJ are tangible and reliability. There is also correlation between it.
format	Student Project
author	Mustaffa, Masliana
author_facet	Mustaffa, Masliana
author_sort	Mustaffa, Masliana
title	Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa
title_short	Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa
title_full	Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa
title_fullStr	Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa
title_full_unstemmed	Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa
title_sort	service quality: a study on taxi drivers at koperasi permodalan melayu negeri johor berhad (kpmnj) / masliana mustaffa
publisher	Faculty of Business and Management
publishDate	2009
url	http://ir.uitm.edu.my/id/eprint/25224/ http://ir.uitm.edu.my/id/eprint/25224/1/PPb_MASLIANA%20MUSTAFFA%20BM%20M%2009_5.pdf
first_indexed	2023-09-18T23:14:19Z
last_indexed	2023-09-18T23:14:19Z
_version_	1777419010540830720

Service quality: a study on taxi drivers at Koperasi Permodalan Melayu Negeri Johor Berhad (KPMNJ) / Masliana Mustaffa

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