Satisfaction towards Service Quality (SERVQUAL) of E-Hailing among students in UiTM Seremban / Nabil Syahmi Jumahadi, Muhammad Safwatullah Abd Halim and Khairul Nizam Zuljasri

E-hailing, is one of the transportation industries becomes passenger’s favourite and popular in communities. E-hailing refers itself as online transportation service that includes the interaction between customers and service provider. In Malaysia, e-hailing has been introduced since July 2017. At t...

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Main Authors: Jumahadi, Nabil Syahmi, Abd Halim, Muhammad Safwatullah, Zuljasri, Khairul Nizam
Format: Thesis
Language:English
Published: 2021
Subjects:
Online Access:https://ir.uitm.edu.my/id/eprint/59451/1/59451.pdf
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spelling my-uitm-ir.594512024-03-11T06:54:06Z Satisfaction towards Service Quality (SERVQUAL) of E-Hailing among students in UiTM Seremban / Nabil Syahmi Jumahadi, Muhammad Safwatullah Abd Halim and Khairul Nizam Zuljasri 2021 Jumahadi, Nabil Syahmi Abd Halim, Muhammad Safwatullah Zuljasri, Khairul Nizam Statistical data Surveys. Sampling. Statistical survey methodology Data envelopment analysis Analytical methods used in the solution of physical problems E-hailing, is one of the transportation industries becomes passenger’s favourite and popular in communities. E-hailing refers itself as online transportation service that includes the interaction between customers and service provider. In Malaysia, e-hailing has been introduced since July 2017. At that time five companies of e-hailing services were operating such as Grab, Riding Pink, PICKnGO, Dacsee and MULA.It is especially important for every e-hailing company to enhance its service quality to satisfy their passengers by using service quality model (SERVQUAL). The SERVQUAL model will be used in the study to obtain on how students in University Technology MARA (UiTM) Seremban Campus satisfied with every aspects of the services of e-hailing. SERVQUAL includes main five elements which are empathy, responsiveness, assurance, tangible, and reliability. Multiple linear regression (MLR) model is an efficient and frequently adopted approach for constructing the relationship between a few of independent variables and a dependent variable that the equation easily understood. Customer satisfaction is the dependent variable and tangibility, reliability, responsiveness, assurance and empathy are the independent variables. This analysis explores the relationship between SERVQUAL (reliability, tangibility, assurance, responsiveness and empathy) and customer satisfaction with e-hailing transport. Using primary data from questionnaire distributed to students in University Technology MARA (UiTM) Seremban Campus and with the help of Pearson’s Product Moment Correlation Coefficient, we checked whether there is a significant relationship between variables or not. As a result of this we recommended that e-hailing company should improve their tangible, reliability, responsiveness, empathy and assurance to make sure their customers satisfied with the service. 2021 Thesis https://ir.uitm.edu.my/id/eprint/59451/ https://ir.uitm.edu.my/id/eprint/59451/1/59451.pdf text en public degree UiTM Cawangan Negeri Sembilan Faculty of Computer and Mathematical Sciences Othman, Jamilah
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
advisor Othman, Jamilah
topic Statistical data
Statistical data
Data envelopment analysis
Analytical methods used in the solution of physical problems
spellingShingle Statistical data
Statistical data
Data envelopment analysis
Analytical methods used in the solution of physical problems
Jumahadi, Nabil Syahmi
Abd Halim, Muhammad Safwatullah
Zuljasri, Khairul Nizam
Satisfaction towards Service Quality (SERVQUAL) of E-Hailing among students in UiTM Seremban / Nabil Syahmi Jumahadi, Muhammad Safwatullah Abd Halim and Khairul Nizam Zuljasri
description E-hailing, is one of the transportation industries becomes passenger’s favourite and popular in communities. E-hailing refers itself as online transportation service that includes the interaction between customers and service provider. In Malaysia, e-hailing has been introduced since July 2017. At that time five companies of e-hailing services were operating such as Grab, Riding Pink, PICKnGO, Dacsee and MULA.It is especially important for every e-hailing company to enhance its service quality to satisfy their passengers by using service quality model (SERVQUAL). The SERVQUAL model will be used in the study to obtain on how students in University Technology MARA (UiTM) Seremban Campus satisfied with every aspects of the services of e-hailing. SERVQUAL includes main five elements which are empathy, responsiveness, assurance, tangible, and reliability. Multiple linear regression (MLR) model is an efficient and frequently adopted approach for constructing the relationship between a few of independent variables and a dependent variable that the equation easily understood. Customer satisfaction is the dependent variable and tangibility, reliability, responsiveness, assurance and empathy are the independent variables. This analysis explores the relationship between SERVQUAL (reliability, tangibility, assurance, responsiveness and empathy) and customer satisfaction with e-hailing transport. Using primary data from questionnaire distributed to students in University Technology MARA (UiTM) Seremban Campus and with the help of Pearson’s Product Moment Correlation Coefficient, we checked whether there is a significant relationship between variables or not. As a result of this we recommended that e-hailing company should improve their tangible, reliability, responsiveness, empathy and assurance to make sure their customers satisfied with the service.
format Thesis
qualification_level Bachelor degree
author Jumahadi, Nabil Syahmi
Abd Halim, Muhammad Safwatullah
Zuljasri, Khairul Nizam
author_facet Jumahadi, Nabil Syahmi
Abd Halim, Muhammad Safwatullah
Zuljasri, Khairul Nizam
author_sort Jumahadi, Nabil Syahmi
title Satisfaction towards Service Quality (SERVQUAL) of E-Hailing among students in UiTM Seremban / Nabil Syahmi Jumahadi, Muhammad Safwatullah Abd Halim and Khairul Nizam Zuljasri
title_short Satisfaction towards Service Quality (SERVQUAL) of E-Hailing among students in UiTM Seremban / Nabil Syahmi Jumahadi, Muhammad Safwatullah Abd Halim and Khairul Nizam Zuljasri
title_full Satisfaction towards Service Quality (SERVQUAL) of E-Hailing among students in UiTM Seremban / Nabil Syahmi Jumahadi, Muhammad Safwatullah Abd Halim and Khairul Nizam Zuljasri
title_fullStr Satisfaction towards Service Quality (SERVQUAL) of E-Hailing among students in UiTM Seremban / Nabil Syahmi Jumahadi, Muhammad Safwatullah Abd Halim and Khairul Nizam Zuljasri
title_full_unstemmed Satisfaction towards Service Quality (SERVQUAL) of E-Hailing among students in UiTM Seremban / Nabil Syahmi Jumahadi, Muhammad Safwatullah Abd Halim and Khairul Nizam Zuljasri
title_sort satisfaction towards service quality (servqual) of e-hailing among students in uitm seremban / nabil syahmi jumahadi, muhammad safwatullah abd halim and khairul nizam zuljasri
granting_institution UiTM Cawangan Negeri Sembilan
granting_department Faculty of Computer and Mathematical Sciences
publishDate 2021
url https://ir.uitm.edu.my/id/eprint/59451/1/59451.pdf
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