PASSENGER SATISFACTION AND LOYALTY: A CASE OF INTER-CITY COACH TRAVEL IN MALAYSIA

Safiek Mokhlis(1*)

(1) Fakulti Pengurusan and Ekonomi Universiti Malaysia Terengganu 21030 Kuala Terengganu Malaysia
(*) Corresponding Author

Abstract

The purpose of this paper is to investigate the relationship between service delivery
process, passenger satisfaction and loyalty in express coach industry in Malaysia. Five
components of service process were identified: experience before tr avel, experience during
travel, experience after travel, terminal facilities and bus operations. Data were solicited from
passengers of one express coach service plying a route of Kota Bharu to Kuala Lumpur using a
structured questionnaire. Results show that three out of five areas of service process are
significantly related with passenger satisfaction. Terminal facilities emerged as the best predictor
for passenger satisfaction, followed by the bus operations and experience after travel. The
analysis also indicates a statistically significant correlation between passengers’ satisfaction and
loyalty.

Keywords

passenger satisfaction, loyalty, service quality, express coach, Malaysia.

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DOI: 10.23917/benefit.v11i2.1273

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