Customer satisfaction towards service quality of public transportation: bus express case study in Kota Bharu Kelantan

This thesis was based on the study on the customer satisfaction toward service quality of public transportation which is bus express in Kota Bharu Kelantan. This study was held because bus express is one of the most transportation that was uses by people to go to further destination. Besides public transportation is one of the way to reduce the rate of the vehicle by the ownership, which could cause traffic congestion. This study was focuses on customer satisfaction through the service quality provided by the bus express. From this research, the researcher was able to define the meaning of customer satisfaction, not only by fact but also proved by the analysis that was been done. Apart from that, through the data collection and questionnaire distributed, the researcher able to find the factors that affected the customer satisfaction and also the respond they showed when they feel satisfied with the service provided by the bus express. Through this thesis, the researcher hope that bus express company can learn and know about the factors which can influence the customer satisfaction to continuously uses their services.