Open AccessFactors Affecting Customer Satisfaction with the Bus Service Quality of Phan Thiet Automobile Transport Cooperative
Author(s) -
Luong My Linh,
Nguyễn Quốc Nghi,
Dinh Hoang Anh Tuan
Publication year - 2021
Publication title -
international journal of research and review
Language(s) - English
Resource type - Journals
eISSN - 2454-2237
pISSN - 2349-9788
DOI - 10.52403/ijrr.20211027
Subject(s) - customer satisfaction , service quality , business , service (business) , transport engineering , marketing , engineering
This study aims to determine the factors influencing customer satisfaction with the bus service quality of Phan Thiet Automobile Transport Cooperative. Research data are collected from 290 customers who regularly use bus services of Phan Thiet Automobile Transport Cooperative. Applying the exploratory factor analysis and multivariate linear regression, the research results indicate factors positively affecting customer satisfaction with bus service quality are trust, assurance, empathy, traffic culture, perceived value, quality of the station, and tangible facilities. In which, the perceived value puts the most impact on customer satisfaction with the bus service quality of Phan Thiet Automobile Transport Cooperative.Keywords: satisfaction, bus service, customer.