文章基本信息

标题：Public Transport Services in Klang Valley: Customer Expectations and Its Relationship Using SEM
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作者：Rohana Kamaruddin ; Rohana Kamaruddin ; Ismah Osman 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：36
页码：431-438
DOI：10.1016/j.sbspro.2012.03.047
语种：English
出版社：Elsevier
摘要：AbstractThis study investigates users’ expectations towards the services provided by public transportations and its relationships to customer satisfaction, loyalty and environmental factors. Additionally, it attempts to determine the most preferred mode of public transport. The data was then analyzed using descriptive statistics and structural equation modeling (SEM). The most preferred mode of public transportation was LRT (35.8%), and monorail (28.1%). More importantly, customers’ expectations on PT services were based generally on the account of safety. Findings also indicate positive significant relationships between customer satisfactions, environment and loyalty, as well as positive significant relationship between environmental concern and loyalty.
关键词：Services;customer;expectations;satisfaction;loyalty