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.: Home > International Journal of Economics & Management Sciences > 2012 > Volume 1 Number 9 > Rida Khurshid *1 , Dr. Hummayoun Naeem2 , Sana Ejaz3 , Faiza Mukhtar4 , Taha Batool5

Service Quality And Customer Satisfaction In Public Transport Sector Of Pakistan: An Empirical Study

Rida Khurshid *1 , Dr. Hummayoun Naeem2 , Sana Ejaz3 , Faiza Mukhtar4 , Taha Batool5
1 MBA Research Scholar, Department of Business Administration, Fatima Jinnah Women University, Rawalpindi, Pakistan. 2 Associate Professor, Faculty of Management Sciences, Foundation University, Islamabad. 3,4,5 MBA Research Scholars, Department of Business Administration, Fatima Jinnah Women University, Rawalpindi, Pakistan
Abstract :

Customer satisfaction is considered to be the most important factor whether it is meant for a product or a service. In case of failure to satisfy customers, company will be replaced by others and when industries offering various services, have to be more vigilant because there is a special attitude that plays an important role attracting and retaining the customers. Keeping this in view, the researchers intended to highlight the current issues of transport sector in Pakistan that how service quality effects customer satisfaction. For this purpose, a convenient sample of 120 respondents was selected (60 male and 60 Female) and data collection tool for all the variables (service quality and customer satisfaction) was used from the body of knowledge to check how do they feel about this service. Regression coefficient was used to analyze two independent sets of data. The empirical analysis proved that there was a positive relationship between service quality and customer satisfaction in the public transport sector of Pakistan.

Keywords :
Service Quality, Customer Satisfaction, Pakistan Public Transport Sector

Date Deposited : 24 May 2016 20:01

Last Modified : 24 May 2016 20:01

Official URL: http://www.omicsonline.com/

Volume 1, Number 9, September 2012 , ISSN 2162-6359

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