{"id":2198,"date":"2020-03-10T15:57:56","date_gmt":"2020-03-10T15:57:56","guid":{"rendered":"https:\/\/rpajournals.com\/wp\/?page_id=2198"},"modified":"2020-06-03T06:17:09","modified_gmt":"2020-06-03T06:17:09","slug":"jibm-2019-04-67","status":"publish","type":"page","link":"https:\/\/rpajournals.com\/wp\/jibm-2019-04-67\/","title":{"rendered":"Journal of International Business and Management (JIBM)"},"content":{"rendered":"

Print ISSN: 2616-5163<\/strong><\/b><\/span><\/p>\n

\u00a0Online ISSN: 2616-4655<\/b><\/span><\/p>\n

Aims and Scope<\/span><\/a> |\u00a0\u00a0Author Guidelines<\/span><\/a> |\u00a0\u00a0Current Issue<\/span><\/a> |\u00a0\u00a0Archive<\/span><\/a> |\u00a0\u00a0Indexing<\/span><\/a> |\u00a0\u00a0Editorial Board<\/span><\/a> |\u00a0\u00a0Contact Us<\/span><\/a><\/span><\/h4>\n
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Volume 3 | Issue 2 | 2020<\/strong><\/span><\/h4>\n
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Title: <\/strong>How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)<\/span><\/span><\/p>\n

Author(S):<\/strong> Sulaiman Abdullahi Bambale, Mazuri Binti Abd. Ghani, Abdullahi Bala Ado*<\/span><\/p>\n

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Corresponding Author Affiliation*: <\/strong>Universiti Sultan Zainal Abidin (UNISZA), Malaysia<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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Abstract:<\/strong><\/span><\/p>\n

Service quality played an important role and it affected to the customer satisfaction. Service quality has become a distinct and important aspect of the product and service Offerings. In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy. Questionnaires were used to collect the data from ETS passengers at northern region Malaysia KTMB station. The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique. The results show negative correlation between the customer satisfaction and five dimensions in service quality. This study helps ETS to know about their customer\u2019s satisfaction and can help them improve their service quality. Future research needs to be done to investigate in details about this study.<\/span><\/p>\n

Keywords:<\/strong> Service Quality, Customer Satisfaction, Electric Train Service (ETS), Malaysia<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n

DOI: https:\/\/rpajournals.com\/wp\/jibm-2019-04-67\/<\/span><\/span><\/a><\/p>\n

Full-Text<\/a><\/span>\u00a0[\"\"PDF<\/span><\/span><\/span><\/a>]<\/p>\n

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 <\/p>\n","protected":false},"excerpt":{"rendered":"

Print ISSN: 2616-5163 \u00a0Online ISSN: 2616-4655 Aims and Scope |\u00a0\u00a0Author Guidelines |\u00a0\u00a0Current Issue |\u00a0\u00a0Archive |\u00a0\u00a0Indexing |\u00a0\u00a0Editorial Board |\u00a0\u00a0Contact Us Volume 3 | Issue 2 | 2020 Title: How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS) Author(S): Sulaiman Abdullahi Bambale, Mazuri Binti Abd. Ghani, Abdullahi Bala Ado* Corresponding Author Affiliation*: … Continue reading “Journal of International Business and Management (JIBM)”<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/about.php","meta":{"footnotes":""},"class_list":["post-2198","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/rpajournals.com\/wp\/wp-json\/wp\/v2\/pages\/2198","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rpajournals.com\/wp\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/rpajournals.com\/wp\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/rpajournals.com\/wp\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/rpajournals.com\/wp\/wp-json\/wp\/v2\/comments?post=2198"}],"version-history":[{"count":4,"href":"https:\/\/rpajournals.com\/wp\/wp-json\/wp\/v2\/pages\/2198\/revisions"}],"predecessor-version":[{"id":2367,"href":"https:\/\/rpajournals.com\/wp\/wp-json\/wp\/v2\/pages\/2198\/revisions\/2367"}],"wp:attachment":[{"href":"https:\/\/rpajournals.com\/wp\/wp-json\/wp\/v2\/media?parent=2198"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}