Customer satisfaction has been well documented and discussed on its connection to organizational performance. Although many researchers have studied both issues, there are still lack of studies that focus on customer satisfaction and service quality from the Islamic perspective and in connection with public transportation services. Therefore, this was a preliminary study to examine customer satisfaction from the Islamic perspective in public transportation services. SERVQUAL was used to measure service quality. About 200 survey questionnaires had been distributed using convenience sampling in Terengganu. Data were analyzed using i) method of importance, ii) performance of quality analysis, and analysis gap between experiences and expectations. From the analyses, respondents had given a variety of responses on the levels of customer satisfaction. This study had emphasized on customer satisfaction in public services and the importance of implementing continuous improvements on service quality.
Abstract-The study was conducted to identify the determinants of customer loyalty as it has become a critical aspect of maintaining organization permanence. There are three independent variables being tested in this study, which are, perceived service quality, emotional satisfaction, and corporate reputation. This study replicated the study done at a Tunisian Bank. Using convenience sampling as a sampling technique, the questionnaires had been personally distributed to 152 respondents. The results showed that two out of three hypotheses were supported. The study recommended a bigger sample size for future researcher.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.