The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area

This study aims to determine the influence of railway service quality and customer satisfaction among the urban and rural passengers of Sabah train. The objectives of this study can be achieved by examining the relationship between railway service quality (RAILQUAL) which are consists of assurance,...

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Main Author:	Hasnita Noorzain
Format:	Thesis
Language:	English
Published:	2013
Subjects:	HF Commerce
Online Access:	https://eprints.ums.edu.my/id/eprint/8938/1/mt0000000318.pdf
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id	my-ums-ep.8938
record_format	uketd_dc
spelling	my-ums-ep.89382017-10-26T02:12:28Z The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area 2013 Hasnita Noorzain HF Commerce This study aims to determine the influence of railway service quality and customer satisfaction among the urban and rural passengers of Sabah train. The objectives of this study can be achieved by examining the relationship between railway service quality (RAILQUAL) which are consists of assurance, empathy, reliability, responsiveness, tangibles, comfort, connection and convenience with customer satisfaction. Other than that this study is also examine the moderating effects of dwelling area on the relationship between railway service quality (RAILQUAL) and customer satisfaction. Data collection was conducted through questionnaires and a total of 221 sets were collected out of 250 sets of questionnaires distributed. The findings shows 63.2% of the variance were able to be explained by the research model. Connection and convenience were significantly related to the satisfaction while the other variables have no significant relationship with the dependent variables. Moreover, the results indicate that dwelling area does moderate the effect of railway service quality on customer satisfaction. 2013 Thesis https://eprints.ums.edu.my/id/eprint/8938/ https://eprints.ums.edu.my/id/eprint/8938/1/mt0000000318.pdf text en public masters University Malaysia Sabah School of Business and Economics
institution	Universiti Malaysia Sabah
collection	UMS Institutional Repository
language	English
topic	HF Commerce
spellingShingle	HF Commerce Hasnita Noorzain The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area
description	This study aims to determine the influence of railway service quality and customer satisfaction among the urban and rural passengers of Sabah train. The objectives of this study can be achieved by examining the relationship between railway service quality (RAILQUAL) which are consists of assurance, empathy, reliability, responsiveness, tangibles, comfort, connection and convenience with customer satisfaction. Other than that this study is also examine the moderating effects of dwelling area on the relationship between railway service quality (RAILQUAL) and customer satisfaction. Data collection was conducted through questionnaires and a total of 221 sets were collected out of 250 sets of questionnaires distributed. The findings shows 63.2% of the variance were able to be explained by the research model. Connection and convenience were significantly related to the satisfaction while the other variables have no significant relationship with the dependent variables. Moreover, the results indicate that dwelling area does moderate the effect of railway service quality on customer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Hasnita Noorzain
author_facet	Hasnita Noorzain
author_sort	Hasnita Noorzain
title	The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area
title_short	The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area
title_full	The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area
title_fullStr	The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area
title_full_unstemmed	The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area
title_sort	relationship between railway service quality and customer satisfaction in sabah: the moderating effect of dwelling area
granting_institution	University Malaysia Sabah
granting_department	School of Business and Economics
publishDate	2013
url	https://eprints.ums.edu.my/id/eprint/8938/1/mt0000000318.pdf
_version_	1747836352639008768

The relationship between railway service quality and customer satisfaction in Sabah: The moderating effect of dwelling area

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