The impact of service delivery process on customer satisfaction and loyalty

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.