Memahami kehendak pelanggan perkhidmatan bas awam menggunakan SERVQUAL dan model Kano
In Malaysia, bus is one of the most important public transport especially in linking housing areas to cities. Customer satisfaction and important attributes of public bus service have to be identified in order to encourage its usage. This paper reports on the integrated approach of SERVQUAL and K...
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Penerbit ukm
2007
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| Online Access: | http://journalarticle.ukm.my/1833/ http://journalarticle.ukm.my/1833/ |
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ukm-1833 |
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ukm-18332011-09-22T01:18:34Z http://journalarticle.ukm.my/1833/ Memahami kehendak pelanggan perkhidmatan bas awam menggunakan SERVQUAL dan model Kano Liong, Choong Yeun Zainol Mustafa, Wan Norsiah Mohamed, Lee , Poi Woon In Malaysia, bus is one of the most important public transport especially in linking housing areas to cities. Customer satisfaction and important attributes of public bus service have to be identified in order to encourage its usage. This paper reports on the integrated approach of SERVQUAL and Kano model to categorise a major public bus service attributes and their customer satisfaction in order to maintain the strong attributes and to improve on the weak ones based on the resulted Kano categories. This paper also discusses the steps towards decision making based on the integration of SERVQUAL and the Kano’s model so that they complement each other. Such approach aims to help the service provider to not only be able to measure their customer satisfaction, but also to prioritise improvement efforts in order to strengthen the weak attributes, and to expedite the development of innovative services through the identification of attractive attributes and to improve on them in the future. A total of 150 sets of questionnaire, which consist of demography, SERVQUAL and Kano’s parts, have been administered in the Klang Valley, and a total of 133 sets of that have been filled up completely and were analysed using SPSS and Kano’s classification. Analyses by gender and ethnic have also been done. Finally results of the analyses and a number of suggestions for improvement based on the findings are given Penerbit ukm 2007-07 Article PeerReviewed Liong, Choong Yeun and Zainol Mustafa, and Wan Norsiah Mohamed, and Lee , Poi Woon (2007) Memahami kehendak pelanggan perkhidmatan bas awam menggunakan SERVQUAL dan model Kano. Journal of Quality Measurement and Analysis, 3 (1). pp. 33-45. ISSN 1823-5670 http://www.ukm.my/~ppsmfst/jqma/index.html |
| repository_type |
Digital Repository |
| institution_category |
Local University |
| institution |
Universiti Kebangasaan Malaysia |
| building |
UKM Institutional Repository |
| collection |
Online Access |
| description |
In Malaysia, bus is one of the most important public transport especially in linking housing
areas to cities. Customer satisfaction and important attributes of public bus service have to be
identified in order to encourage its usage. This paper reports on the integrated approach of
SERVQUAL and Kano model to categorise a major public bus service attributes and their
customer satisfaction in order to maintain the strong attributes and to improve on the weak
ones based on the resulted Kano categories. This paper also discusses the steps towards
decision making based on the integration of SERVQUAL and the Kano’s model so that they
complement each other. Such approach aims to help the service provider to not only be able to
measure their customer satisfaction, but also to prioritise improvement efforts in order to
strengthen the weak attributes, and to expedite the development of innovative services through
the identification of attractive attributes and to improve on them in the future. A total of 150
sets of questionnaire, which consist of demography, SERVQUAL and Kano’s parts, have been
administered in the Klang Valley, and a total of 133 sets of that have been filled up completely
and were analysed using SPSS and Kano’s classification. Analyses by gender and ethnic have
also been done. Finally results of the analyses and a number of suggestions for improvement
based on the findings are given |
| format |
Article |
| author |
Liong, Choong Yeun Zainol Mustafa, Wan Norsiah Mohamed, Lee , Poi Woon |
| spellingShingle |
Liong, Choong Yeun Zainol Mustafa, Wan Norsiah Mohamed, Lee , Poi Woon Memahami kehendak pelanggan perkhidmatan bas awam menggunakan SERVQUAL dan model Kano |
| author_facet |
Liong, Choong Yeun Zainol Mustafa, Wan Norsiah Mohamed, Lee , Poi Woon |
| author_sort |
Liong, Choong Yeun |
| title |
Memahami kehendak pelanggan perkhidmatan bas awam
menggunakan SERVQUAL dan model Kano
|
| title_short |
Memahami kehendak pelanggan perkhidmatan bas awam
menggunakan SERVQUAL dan model Kano
|
| title_full |
Memahami kehendak pelanggan perkhidmatan bas awam
menggunakan SERVQUAL dan model Kano
|
| title_fullStr |
Memahami kehendak pelanggan perkhidmatan bas awam
menggunakan SERVQUAL dan model Kano
|
| title_full_unstemmed |
Memahami kehendak pelanggan perkhidmatan bas awam
menggunakan SERVQUAL dan model Kano
|
| title_sort |
memahami kehendak pelanggan perkhidmatan bas awam
menggunakan servqual dan model kano |
| publisher |
Penerbit ukm |
| publishDate |
2007 |
| url |
http://journalarticle.ukm.my/1833/ http://journalarticle.ukm.my/1833/ |
| first_indexed |
2023-09-18T19:34:28Z |
| last_indexed |
2023-09-18T19:34:28Z |
| _version_ |
1777405177964265472 |