马来西亚铁路服务质量和客户满意度

Jurnal Intelek Pub Date : 2022-08-01 DOI:10.24191/ji.v17i2.18213

Noor Malinjasari Ali, Siti Fatimah Mardiah Hamzah, Raslina Mohamed Nor, Ruzaidah A. Rashid, Suzila Mat Salleh, Hasmida Mohd Noor, Rahayu Izwani Borhanuddin

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摘要

本研究的目的是分析铁路服务质量与顾客满意度之间的关系。通过电子邮件向马来西亚铁路运输乘客发放了356份问卷，其中258份问卷可用于分析。使用Pearson相关分析和多元回归分析，我们的研究发现只有四个铁路服务质量维度即可靠性，响应性，便利性和连接性在预测客户满意度方面具有重要意义。对于未来的研究，建议研究人员采用更大的样本量和定性分析进行深入分析。

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Rail Service Quality and Customer Satisfaction in Malaysia

The purpose of the research is to analyze the relationship between rail service quality and customer satisfaction. A total of 356 sets of questionnaires were distributed via email to passengers of rail transport in Malaysia and a total of 258 questionnaires were usable for the analysis. Using Pearson correlation analysis and multiple regression analysis our research found that only four rail service quality dimensions namely reliability, responsiveness, convenience, and connection are significant in predicting customer satisfaction. For future research, it is suggested that researchers use a bigger sample size and qualitative analysis for in-depth analysis.

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Jurnal Intelek

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