American Journal of Economics and Business Administration

MEASURING CUSTOMER’S SATISFACTION ON BUS TRANSPORTATION

Rabiul Islam, Mohammed S. Chowdhury, Mohammad Sumann Sarker and Salauddin Ahmed

DOI : 10.3844/ajebasp.2014.34.41

American Journal of Economics and Business Administration

Volume 6, Issue 1

Pages 34-41

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.

Copyright

© 2014 Rabiul Islam, Mohammed S. Chowdhury, Mohammad Sumann Sarker and Salauddin Ahmed. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.