Please use this identifier to cite or link to this item:
http://umt-ir.umt.edu.my:8080/handle/123456789/687
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Sumaiah Muhamad | - |
dc.date.accessioned | 2011-03-06T02:49:25Z | - |
dc.date.available | 2011-03-06T02:49:25Z | - |
dc.date.issued | 2001-01 | - |
dc.identifier.uri | http://hdl.handle.net/123456789/687 | - |
dc.description.abstract | The purpose of this research is to investigate the service processes, customer satisfaction and loyalty in the bus express industry. Five components of the service processes (experience before travel, during travel, after travel, terminal facilities and bus operations) are assessed as a service measurement within the express bus industry This study also examines the relationship between service processes and customer satisfaction and the relationship between customer satisfaction and customer loyalty The study also focuses on the demographic characteristics, travel behaviour and the purpose of travel by respondents using the express coach transportation. | en_US |
dc.language.iso | en | en_US |
dc.publisher | Fakulti Pengurusan Ekonomi | en_US |
dc.subject | HE 8.9 .S8 2001 | en_US |
dc.subject | Sumaiah Muhamad | en_US |
dc.subject | The impact of service delivery process on customer satisfaction and loyalty | en_US |
dc.subject | a research in the bus transportation industry | en_US |
dc.subject | Transportation | en_US |
dc.title | The impact of service delivery process on customer satisfaction and loyalty | en_US |
dc.title.alternative | a research in the bus transportation industry | en_US |
dc.type | Thesis | en_US |
Appears in Collections: | Fakulti Pengurusan Ekonomi |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
HE8.9 .S8 2001 Abstract.pdf | 959.55 kB | Adobe PDF | View/Open | |
HE8.9 .S8 2001.pdf Restricted Access | 21.43 MB | Adobe PDF | View/Open Request a copy |
Items in UMT-IR are protected by copyright, with all rights reserved, unless otherwise indicated.