Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)

Service Quality From Islamic Perspective and Its Connection With Customer Satisfaction With Public Transportation Sector In Terengganu

Authors
Noor Malinjasari Binti Ali, Siti Fatimah Mardiah Hamzah, Kardina Kamaruddin, Hasmida Mohd Noor, Rahayu Izwani Borhanuddin
Corresponding Author
Noor Malinjasari Binti Ali
Available Online January 2018.
DOI
https://doi.org/10.2991/ebic-17.2018.49How to use a DOI?
Keywords
customer satisfaction, service quality, tangible, responsiveness, reliability, assurance and empathy, public transport, Islamic perspective
Abstract

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.

Copyright
© 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/).

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Volume Title
Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)
Series
Advances in Economics, Business and Management Research
Publication Date
January 2018
ISBN
978-94-6252-470-5
ISSN
2352-5428
DOI
https://doi.org/10.2991/ebic-17.2018.49How to use a DOI?
Copyright
© 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  - https://doi.org/10.2991/ebic-17.2018.49
ID  - BintiAli2018/01
ER  -