The purpose of this paper is to investigate the relationship between service delivery process, passenger satisfaction and loyalty in express coach industry in Malaysia. Five components of service process were identified: experience before tr avel, experience during travel, experience after travel, terminal facilities and bus operations. Data were solicited from passengers of one express coach service plying a route of Kota Bharu to Kuala Lumpur using a structured questionnaire. Results show that three out of five areas of service process are significantly related with passenger satisfaction. Terminal facilities emerged as the best predictor for passenger satisfaction, followed by the bus operations and experience after travel. The analysis also indicates a statistically significant correlation between passengers’ satisfaction and loyalty.
PASSENGER SATISFACTION AND LOYALTY: A CASE OF INTER-CITY COACH TRAVEL IN MALAYSIA
2016
Article (Journal)
Electronic Resource
Unknown
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