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Keretapi Tanah Melayu (KTMB) Services: The Role of Service Quality and Recovery Towards Satisfaction and Loyalty.

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dc.contributor.authorNor Asiah Omaren_US
dc.contributor.authorRohayu Abdul Ghanien_US
dc.contributor.authorSuhaily Mohd Ramlyen_US
dc.contributor.authorNur Aqilah Hazirah Mohd Animen_US
dc.contributor.authorMuhamad Azrin Nazrien_US
dc.date.accessioned2024-05-28T05:59:06Z
dc.date.available2024-05-28T05:59:06Z
dc.date.issued2022
dc.date.submitted2022-7-27
dc.descriptionJournal of International Business, Economics and Entrepreneurshipe ISSN :2550-1429 Volume 7,(1)June2022en_US
dc.description.abstractKTMB has been operating in Malaysia for decades, but the public transportation environment is changing, putting pressure on the industry to improve its services and facilities in order to satisfy customers. As a service-oriented corporation, it is critical for KTMB to preserve its reputation as the preferred high-speed rail service provider. Accordingly, this study intends to examine the impact of variables pertaining to service quality associated with KTMB service on customer satisfaction. Furthermore, this study examines the relationship between customer satisfaction and customer loyalty. Using the survey method, this study collected data from 406 KTM users, and subsequently, the data was analysed using SPSS. The finding of the analysis reveals that service recovery is the most influential factor towards customer satisfaction. Also, customer satisfaction significantly influences customer loyalty. In conclusion, the findings of this research assist the management of KTMB in enhancing customer satisfaction and loyalty.en_US
dc.identifier.citationOMAR, Nor Asiah et al. Keretapi Tanah Melayu (KTMB) Services: The Role of Service Quality and Recovery Towards Satisfaction and Loyalty.. Journal of International Business, Economics and Entrepreneurship, [S.l.], v. 7, n. 1, p. 79, june 2022. ISSN 2550-1429. Available at: <https://myjms.mohe.gov.my/index.php/JIBE/article/view/18670>. Date accessed: 21 dec. 2022. doi: https://doi.org/10.24191/jibe.v7i1.18670.en_US
dc.identifier.doi10.24191/jibe.v7i1.18670
dc.identifier.epage90
dc.identifier.issn2550-1429
dc.identifier.issue1 (June)
dc.identifier.other2085-29
dc.identifier.spage79
dc.identifier.urihttps://myjms.mohe.gov.my/index.php/JIBE/article/view/18670
dc.identifier.urihttps://oarep.usim.edu.my/handle/123456789/6906
dc.identifier.volume7
dc.language.isoenen_US
dc.publisherUniversiti Teknologi Mara (UiTMen_US
dc.relation.ispartofJournal of International Business, Economics & Entrepreneurshipen_US
dc.subjectCustomer satisfaction, customer loyalty, service quality, service recoveryen_US
dc.titleKeretapi Tanah Melayu (KTMB) Services: The Role of Service Quality and Recovery Towards Satisfaction and Loyalty.en_US
dc.typeArticleen_US
dspace.entity.typePublication

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