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:	Statistical data Data envelopment analysis Analytical methods used in the solution of physical problems
Online Access:	https://ir.uitm.edu.my/id/eprint/59451/1/59451.pdf
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id	my-uitm-ir.59451
record_format	uketd_dc
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
_version_	1794191834421919744

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

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