The Study on Service Quality of of the Service Industry - the Taxi Company in Johor Bahru as an Empirical Sample

• Main Authors: Soon-Seng Cheng, 鍾順成
• Other Authors: Chia-Hung Chen
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/69625330059070009565

碩士 === 樹德科技大學 === 經營管理研究所 === 100 === In recent years, Malaysia government starts to more and more focus on tourism industry. As the most southern point of mainland Eurasia and also very close with the Singapore, Johor Bahru becomes the key city to attract tourists. In addition, GDP of Malaysian is increasing, thus taxi market of the Johor Bahru become a growing trend by external demand and domestic demand. The characteristics of taxi industry belongs to service industry, it is because its operating performance have to meet passenger demand. In this study, research start from the passenger''s point of view regards to the relationship of service quality between customer satisfaction and customers repurchase intention. From this study, management of taxi industry can understand that how to provide appropriate services to improve the current operation ways in order to meet the passenger demands. This empirical study is based on the conceptual model of service quality that proposed by Parasuraman, Zeithaml and Berry. This study conducts a questionnaire survey for taxi passengers over 20 years old in Johor Bahru. The respondents’ occupations are government servants, students and businessman. A total of 200 effective samples were investigated and analyzed by this study via Smart PLS 2.0. With statistical analysis, the research results show that: 1.There was significantly positive relationship between Service and Customer satisfaction. 2.Customer Satisfaction is positively related with Customer repurchase intention. 3.Service quality is positively related with customer repurchase.