| Autor: |
Nadzirah Mohd Fauzi, Hashim, Nur Iman, Zhe, Choong Wan, Ummi Munirah Syuhada Mohamad Zan |
| Jazyk: |
angličtina |
| Rok vydání: |
2020 |
| Předmět: |
|
| DOI: |
10.5281/zenodo.5196782 |
| Popis: |
The purpose of this study is to evaluate how tourists respond to the service provided by Hop-On Hop-Off Tour Bus service in Kuala Lumpur. This study has incorporated with two objectives, namely 1) to assess the relationship between service quality and tourist satisfaction, and 2) to determine the most influenced service quality attributes when using Hop-On Hop-Off Tour Bus service in Kuala Lumpur. SERVQUAL model has been adopted to assess the relationship between independent variables and dependent variables. This study has employed descriptive survey from quantitative method where questionnaires were distributed to the users of Hop-On Hop-Off Tour Bus service in Kuala Lumpur. 200 respondents were approached to have them evaluate the service quality while 151 questionnaires were qualified for data analysis stage by using SPSS ver. 24. The findings of correlation analysis have concluded that all five dimensions of service quality is positively correlated to customer satisfaction. Regression analysis has revealed that tangibility, reliability, assurance, and empathy are able to influence customer satisfaction significantly while responsiveness does not have significant influence towards customer satisfaction. Future research should emphasize on service quality gap between expectation and perception and also expand the research to Penang Island as Hop-On-Hop-Off service is also available. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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