Importance-performance analysis and Customer Satisfaction Index for express bus services

Research output: Chapter in Book/Report/Conference proceedingConference contribution

10 Citations (Scopus)

Abstract

A study was carried out to investigate customer satisfaction level towards the public transportation services provided by Consortium Express Bus Company. 200 respondents consisting of 65 men and 135 women participated in the study survey. The survey was conducted in three bus stations in Kuala Lumpur and Selangor areas, namely Pudu Bus Station, Kajang Bus Station, and Putra Bus Station. Importance-Performance Analysis was used to identify customer perceived factors that needed to be prioritized for improvement. From this analysis, drivers and counter staffs were categorized as factors which needed to be given consideration. Customers were satisfied with the comfort, security, and ticket prices; thus the kind of services given must be maintained. Customer Satisfaction Index was used to analyze customer satisfaction level and was found to be 64.1%. This indicates that overall, the bus express services were at a moderate level of satisfaction.

Original languageEnglish
Title of host publication2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009 - Proceedings
Pages590-595
Number of pages6
DOIs
Publication statusPublished - 2009
Event2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009 - Coimbatore
Duration: 9 Dec 200911 Dec 2009

Other

Other2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009
CityCoimbatore
Period9/12/0911/12/09

Fingerprint

Customer satisfaction
Industry

Keywords

  • Customer Satisfaction Index
  • Express bus service
  • Importance-performance analysis

ASJC Scopus subject areas

  • Artificial Intelligence
  • Computer Science Applications
  • Software

Cite this

Mohd Ali, Z., Ismail, M., Mohd. Suradi, N. R., & Ismail, A. S. (2009). Importance-performance analysis and Customer Satisfaction Index for express bus services. In 2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009 - Proceedings (pp. 590-595). [5393416] https://doi.org/10.1109/NABIC.2009.5393416

Importance-performance analysis and Customer Satisfaction Index for express bus services. / Mohd Ali, Zalina; Ismail, Munira; Mohd. Suradi, Nur Riza; Ismail, Aida Shafawati.

2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009 - Proceedings. 2009. p. 590-595 5393416.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Mohd Ali, Z, Ismail, M, Mohd. Suradi, NR & Ismail, AS 2009, Importance-performance analysis and Customer Satisfaction Index for express bus services. in 2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009 - Proceedings., 5393416, pp. 590-595, 2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009, Coimbatore, 9/12/09. https://doi.org/10.1109/NABIC.2009.5393416
Mohd Ali Z, Ismail M, Mohd. Suradi NR, Ismail AS. Importance-performance analysis and Customer Satisfaction Index for express bus services. In 2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009 - Proceedings. 2009. p. 590-595. 5393416 https://doi.org/10.1109/NABIC.2009.5393416
Mohd Ali, Zalina ; Ismail, Munira ; Mohd. Suradi, Nur Riza ; Ismail, Aida Shafawati. / Importance-performance analysis and Customer Satisfaction Index for express bus services. 2009 World Congress on Nature and Biologically Inspired Computing, NABIC 2009 - Proceedings. 2009. pp. 590-595
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