Service Quality From Islamic Perspective and Its Connection With Customer Satisfaction With Public Transportation Sector In Terengganu
- 10.2991/ebic-17.2018.49How to use a DOI?
- customer satisfaction, service quality, tangible, responsiveness, reliability, assurance and empathy, public transport, Islamic perspective
Customer satisfaction has been well documented and discussed on its connection to organizational performance. Although many researchers have studied both issues, there are still lack of studies that focus on customer satisfaction and service quality from the Islamic perspective and in connection with public transportation services. Therefore, this was a preliminary study to examine customer satisfaction from the Islamic perspective in public transportation services. SERVQUAL was used to measure service quality. About 200 survey questionnaires had been distributed using convenience sampling in Terengganu. Data were analyzed using i) method of importance, ii) performance of quality analysis, and analysis gap between experiences and expectations. From the analyses, respondents had given a variety of responses on the levels of customer satisfaction. This study had emphasized on customer satisfaction in public services and the importance of implementing continuous improvements on service quality.
- © 2018, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Noor Malinjasari Binti Ali AU - Siti Fatimah Mardiah Hamzah AU - Kardina Kamaruddin AU - Hasmida Mohd Noor AU - Rahayu Izwani Borhanuddin PY - 2018/01 DA - 2018/01 TI - Service Quality From Islamic Perspective and Its Connection With Customer Satisfaction With Public Transportation Sector In Terengganu BT - Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017) PB - Atlantis Press SP - 317 EP - 323 SN - 2352-5428 UR - https://doi.org/10.2991/ebic-17.2018.49 DO - 10.2991/ebic-17.2018.49 ID - BintiAli2018/01 ER -