Article Per Year (5 Year)
p-Index From 2021 - 2026
0
P-Index
This Author published in this journals
All Journal Benefit: Jurnal Manajemen dan Bisnis
Safiek Mokhlis
Fakulti Pengurusan and Ekonomi Universiti Malaysia Terengganu 21030 Kuala Terengganu Malaysia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
PASSENGER SATISFACTION AND LOYALTY: A CASE OF INTER-CITY COACH TRAVEL IN MALAYSIA Safiek Mokhlis
Benefit: Jurnal Manajemen dan Bisnis Benefit : Kumpulan Makalah Diskusi Dosen FE UMS Volume 11 No 2 Desember 2007
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/benefit.v11i2.1273

Abstract

The purpose of this paper is to investigate the relationship between service deliveryprocess, passenger satisfaction and loyalty in express coach industry in Malaysia. Fivecomponents of service process were identified: experience before tr avel, experience duringtravel, experience after travel, terminal facilities and bus operations. Data were solicited frompassengers of one express coach service plying a route of Kota Bharu to Kuala Lumpur using astructured questionnaire. Results show that three out of five areas of service process aresignificantly related with passenger satisfaction. Terminal facilities emerged as the best predictorfor passenger satisfaction, followed by the bus operations and experience after travel. Theanalysis also indicates a statistically significant correlation between passengers’ satisfaction andloyalty.
Co-Authors