Study The Customer Satisfaction And Loyalty Tourism Essay Example

they receive. The relationship between service satisfaction and quality helps determine customer needs. Gathering information about customer satisfaction and dissatisfaction in public transportation is essential for designing an effective system (Budiono, 2009).Customer satisfaction is a crucial measure of success for many public sector organizations. In order to attract more customers, public transportation must provide high-quality service that meets their various needs. Understanding what motivates and drives customer satisfaction and dissatisfaction in public transportation is essential for designing effective strategies that meet their demands.

According to Laura Eboli and Gabriella Mazzulla (2009), customer satisfaction is an indicator of company performance based on meeting customer needs. Therefore, measuring customer satisfaction serves as a reflection of the quality of service provided. Addressing safety concerns is important as customers actively seek out transportation options that minimize risks. Managing crowds during peak times is also vital in order to prevent uncontrolled reactions.

Factors such as safety agreements and the overall appearance of the coach station or interior greatly influence customer satisfaction, regardless of the organization's size, profit status, or geographical reach (Yap Sheau Fen, Kew Mei Lian, 2005).Transaction-specific satisfaction refers to a customer's evaluation and reaction to a specific service encounter, while cumulative satisfaction pertains to the overall evaluation of the entire customer experience thus far. Multiple factors can shape customer satisfaction, including fairness, needs, and perceptions of fairness. Customer satisfaction can be influenced by various measures, regardless of whether they are related to the quality of goods and services provided (Jeuring, R. Gun, M. van der, 2009). When customer expectations are met or exceeded over time, it leads to perceived satisfaction with the company, which in turn promotes loyalty and repeat

business (Jeuring, R. Gun, M. van der , 2009). Quality is a crucial aspect for businesses to focus on in order to achieve client satisfaction and profitability.The relationship between service quality and client satisfaction hinges on the expectations and demands of clients towards the services provided in public transit system.As globalization and other factors play a role organizations must produce high-quality products and services in order to survive.When customers receive high-quality products and services that provide value for their money their satisfaction and loyalty increase.Customer Satisfaction is influenced by both affordable prices as well as good quality products &servicesThe satisfaction of customers with a product's quality can lead them to continue paying higher prices for it, even as the price increases over time. This demonstrates the importance of the quality of a drive or coach in determining customer satisfaction. When customers feel comfortable while using public transit, their satisfaction increases. A study conducted by Lai K.Chan, Yer V. Hui, Hing P. Lo, Siu K. Tse, Geoffery K.F. Tso and Ming L. Wu (2001) discovered that there is a positive relationship between quality and client satisfaction. They also found that monetary value has a positive relationship with client satisfaction. These variables are significant factors in assessing the value of a product or service, meaning that customers need both quality and price tolerance.

The study analyzed the coefficients linking quality to value and value to satisfaction across various products and determined they were positive for all items. Customers consider both price and quality when evaluating the value of a service. They perceive value from two angles - the quality at a given price and the price at a

given quality - and assess both aspects to identify the optimal choice.

Expectation and perceived quality have a positive correlation with client satisfaction; therefore, companies should prioritize enhancing their coaches' quality and business operations to gain competitive advantages in this regardIn their study (Lars Witell and Bo Enquist, 2009), it is suggested that continuously improving a company's products or services can enhance customer loyalty and satisfaction. To meet the customers' satisfaction level, the quality of service must align with their perception. The director of a quality management system should address customer recommendations to improve weaknesses or problems and ensure customer satisfaction. Companies also face challenges related to price and service perception, where low prices often indicate low quality. As defined by Choo Leng Ang (2005), quality involves meeting customer-established standards and plans. Therefore, companies need to understand their customers and their needs in order to achieve this level of quality.

It is important to note that the private sector operates differently from the public sector in terms of processes, structure, and function. This leads to less clear objectives in the public sector, with more diverse stakeholders, making quality management more complex.

This particular study focuses on customer satisfaction with transportation services, specifically examining the quality of coaches, drivers, and overall service. A survey was conducted at UUM to assess customer satisfaction with coach services. The results suggest that all aspects of service quality directly influence levels of customer satisfaction and collectively contribute to overall satisfaction.Moreover, the absence of alternatives does not directly impact customer satisfaction. The quality of coaches, which includes appearance and features, is a tangible factor unlike intangible aspects like driver attitudes. The quality of public

conveyance for pupils on campus does not directly affect satisfaction. However, the quality of the driver plays a significant role in determining their attitude towards customers, including reactivity, competency, courtesy, and credibility (Oktiani Astuti Budiono, 2009). Effective communication and understanding by drivers make customers feel safe and satisfied with the service.

Quality and satisfaction are interconnected. Satisfaction depends on expectation while service quality depends on satisfaction. Simply improving quality does not guarantee customer satisfaction. Customer satisfaction occurs when it aligns with their perception of desired service (Laura Eboli and Gabriella Mazzulla, 2009).

The service quality of transportation services influences user choices. Positive experiences with public coach service increase the likelihood of repeat usage while negative experiences may deter future use. Therefore, companies must improve performance and quality to achieve their goals.Service planning involves considering factors such as service frequency, coach availability, and the number of coaches per hour or day. In today's competitive market, companies recognize the importance of quality and customer satisfaction for their success and survival. Many industries view high-quality service as a vital tool for business development and sustainability. Each time clients interact with a company or use its services, they may encounter different levels of service quality, which can directly impact their satisfaction level and overall perception of the products and services offered. Service quality refers to the overall impression of an organization's strengths and weaknesses in terms of its services. The perceived standard of quality and subjective sense of safety play key roles in determining customer satisfaction. There are four levels of service quality - expected, intended, performed, and perceived - each with varying degrees of influence on customer satisfaction. Providing excellent

service that includes comfort elements and well-trained staff enhances customer satisfaction with public transportation services. The improved quality of service and information has resulted in increased usage of public transportation. The high utilization rate of public transportation along with the convenience it provides demonstrates a high level of customer satisfaction.
In order to achieve customer satisfaction, the company must ensure the provision of high-quality services, including comfortable coaches and bus stops, speed, attractive prices, and more (Kevin J. K, Boulder.D, Ahmed El-Geneidy, 2007). The availability of services is a factor that contributes to the attractiveness of the transportation system. Sometimes, customers value their waiting time the most so increasing the number of available coaches and frequency of service will either increase demand or decrease it (Kevin J. K, Boulder.D, Ahmed El-Geneidy, 2007).

It is important to provide good quality service that considers the needs of regular riders who rely on the coach service. Driver attitude is another crucial factor (Zoe S. Dimitriades , 2006). The attitude of the service provider can influence customer satisfaction and loyalty towards the brand and its services. The attitude and behavior demonstrated by the company will create a positive image and enhance its market position.

In-depth research has shown that gender also plays a role in customer satisfaction and loyalty towards transportation companies. Women are more likely to be satisfied and loyal compared to men when it comes to transportation services provided (Zoe S. Dimitriades , 2006) . Attitude and emotion have an impact on customer satisfaction although it cannot be directly measured (Lai K.Chan,Yer V.Hui,Hing P.Lo,Siu K.Tse,
Geoffery K.F.Tso,Ming L.Wu ,2001 ).The main factor that drives this impact is the driver's experience and

their interaction with customers (Rahaman R. K. and Rahaman Md.A, 2009). Drivers play a crucial role in the success of transportation services as they directly influence customer service and overall performance. Their actions, such as accidents and maintenance, can significantly affect customer satisfaction levels. Therefore, it is essential for drivers to receive training to enhance their skills, especially considering that many drivers have limited education backgrounds (Rahaman R. K. and Rahaman Md.A, 2009).

Two negative effects arise from staff behavior and long wait times. The attitude of drivers also has an impact on customer dissatisfaction towards the product or service provided. Since many drivers lack proper education and necessary customer handling skills, this can directly influence customer satisfaction (Lars Witell and Bo Enquist, 2009). The behavior of drivers reflects the quality of service they provide while interacting with customers and creating value for the company.

Furthermore, driver attitudes can either increase or decrease customer satisfaction based on how they treat customers. These attitudes can be categorized into three areas: experience, service provision, and relationship management.

When it comes to student satisfaction with coach services on campus, promptness is identified as the most critical aspect (Lars Witell and Bo Enquist, 2009).The coach's tangible qualities, such as appearance and features, differ from the intangible factor of driver attitude. However, the quality of the coach itself does not directly impact student satisfaction with campus transportation. Customer satisfaction is strongly influenced by safety, staff behavior, information provided, and menu options. Dissatisfaction can arise from limited experience and unskilled drivers in the public transportation system. Instances of poor driver behavior or early departures can also affect customer satisfaction. Many drivers lack training in

customer service due to their background in rural areas, which can negatively impact customer satisfaction. The comfort of using the coach and its services includes personal comfort, seat comfort, information availability, and noise reduction within the coach. Driver attitude plays a significant role in determining customer satisfaction within the public transport system. Reckless driving behaviors like frequent honking and dangerous overtaking can damage the company's image and lead to customer dissatisfaction. Improving staff behavior is crucial for enhancing client satisfaction levels. Additionally, driver attitude significantly influences overall customer satisfaction levels.

The coach driver's provision of necessary information to passengers is crucial for ensuring their satisfaction. In addition, the driver's formal attire plays a vital role in reflecting the company's image and gaining customer trust. The availability of the service also plays an important role in customer satisfaction, as a wide coverage increases usage and improves satisfaction. However, customer satisfaction can be negatively affected by issues such as timetable errors and problems with ticketing procedures that result in long waiting periods. Simply having the service available does not guarantee customer satisfaction; factors such as the number of coaches and quality of service delivery are also important considerations. Increasing the number of coaches and frequency of service can either increase or decrease demand depending on customers' value placed on waiting time. Providing accurate information about coach arrival times and other relevant details helps customers make informed decisions about using the service. Overall, both the availability of coaches and frequency of service impact customer satisfaction.The availability and wait times of coaches have a negative effect on satisfaction. To improve satisfaction, it is crucial to have enough available coaches and

ensure comfortable and timely transportation. The location and maintenance of bus stops also contribute to customer satisfaction. Well-designed bus stops that offer comfort and protection from the weather are important. Access to schedule information at the bus stop or through local newspapers is necessary for keeping customers informed and satisfied. Previous studies have highlighted the significance of physical conditions and information about Coach Michigans in attracting customer attention and increasing satisfaction (Laura Eboli and Gabriella Mazzulla, 2007). Additionally, the accessibility of coach locations plays a vital role in enhancing customer satisfaction (Syed Saad Andaleeb, Mahmudul Haq, Rubina I. Ahmed, 2007). Furthermore, providing proper facilities like seats and lighting at coach stations reduces stress during waiting times for customers. Insufficient protection from elements at bus stops can negatively affect customer health and safety which may reduce their willingness to use the service (Syed Saad Andaleeb, Mahmudul Haq, Rubina I. Ahmed, 2007).To enhance the customer experience, it is important for Coach Michigans to have readily available timetables, stop names, and contact details for inquiries (Jeuring, R. Gun, M. van der, 2009). In addition to this, providing maps of the surrounding areas at coach stops can help customers gain knowledge while waiting for buses. By ensuring the availability of coaches, the issue of seat shortages that often result in long waiting times or customers seeking alternative options can be addressed (Rahaman R. K. and Rahaman Md.A., 2009). Overall satisfaction levels are linked to bus stops that offer shelter, sufficient seating capacity, and maintain a clean environment (Kevin J. K., Boulder) according to D Ahmed El-Geneidy's study in 2007.

Moreover, customer loyalty can be increased by considering factors such as

ease of access to bus stops and frequency of stops (D Ahmed El-Geneidy, 2007). However, convenience and accessibility may not always go hand in hand as a customer who finds it easy to reach a bus stop but has to wait for an extended period might not be satisfied with the service provided. Therefore,(Rahaman R.K.and Rahaman Md.A., 2009) suggest that proximity and timely accessibility of bus stops play a significant role in influencing customers' decision to use the service.

Furthermore,Oktiani Astuti Budiono's research in 2009 highlights that an attractive design of the bus stop can draw people's attention towards the service offered.Finally,safety from traffic accidents both on and off-road is crucial in increasing customer satisfaction(Oktiani Astuti Budiono ,2009 ).Ensuring safety is important not only on the bus but also at the bus stop. To enhance the feeling of safety and overall satisfaction with public transportation, it is suggested to increase monitoring in both areas. This can be achieved by adding security personnel on board or installing monitoring devices. However, some companies use old second-hand vehicles from developed countries that have low maintenance programs, which can lead to safety issues. For example, certain vehicles may have doors that do not close properly, causing security problems during boarding and deboarding at bus stops.

According to Laura Eboli and Gabriella Mazzulla (2007), customer satisfaction heavily relies on safety measures such as reliability of the vehicle and competency of the driver while onboard. Personal security is also crucial and includes concerns like theft incidents where wallets are stolen from pockets on the coach. Rahaman R.K. and Rahaman Md.A (2009) emphasize that customers highly value safety within the vehicle along with high-quality

services for a satisfactory experience.

Creating a good environment and efficient waiting time at bus stops enhances feelings of security. Overloading coaches increases the risk of accidents and compromises passenger safety. Customers prioritize security within the transportation system since it is a common place for lost baggage or theft in crowded coachesAccording to Laura Eboli and Gabriella Mazzulla (2009), passenger safety encompasses both the potential for accidents and personal security concerns, including crimes committed on coaches or at coach stops. Ulf Schulze-Bramey from Wuppertal (2009) emphasizes that factors such as criminal acts on coaches or at coach stops, as well as assaults or harassment, play a significant role in determining customer satisfaction with the service. It is crucial for service providers to prioritize safety and be aware of their clients' need for secure transit. Whether expressed explicitly or not, safety requirements must be addressed by companies. Clients actively seek out transit options that offer minimal risk when it comes to safety. During peak times, managing the crowd is vital in order to prevent uncontrollable reactions. The perception of safety among customers is influenced by safety agreements and the overall appearance of both the coach station and interior. Personal safety has become a major concern for clients who are increasingly conscious about it.Media coverage often highlights incidents such as accidents, deaths, and thefts on public transportation which contribute to riders feeling insecure and decreasing their satisfaction with public transit.Passenger safety includes addressing issues like people smoking near shelters or inside the coach itself.Studies have shown that clients are concerned about their own safety both inside the coach and during their journey to and from coach stops. Regular

riders, who do not have alternative options, prioritize coach comfort, service reliability, and safety. They are concerned about customer satisfaction in public coach transportation and the quality of service provided. The studies mentioned focus on various aspects of customer satisfaction in public transit systems.The text below includes citations from two different sources: Kevin J. Krizek, Boulder/Denver, Ahmed El-Geneidy (2007), Segmenting Preferences and Habits of Transit Users and Non-Users, Journal of Public Transportation, Vol.10, No.3.Rahaman R. K. and Rahaman Md.A. (2009), Service quality property impacting the satisfaction of railroad riders of selective path in southwesterly portion of Bangladesh, theoretical and empirical researches urban direction, No.3 (12) / 2009