Research Paper
Year: 2021 | Month: October | Volume: 8 | Issue: 10 | Pages: 213-217
DOI: https://doi.org/10.52403/ijrr.20211027
Factors Affecting Customer Satisfaction with the Bus Service Quality of Phan Thiet Automobile Transport Cooperative
Luong My Linh1, Nguyen Quoc Nghi2, Dinh Hoang Anh Tuan1
1Phan Thiet University, 2Can Tho University
Corresponding Author: Luong My Linh
ABSTRACT
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.
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