国际经济与管理科学杂志

SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORT SECTOR OF PAKISTAN: An Empirical Study

Abstract

Rida Khurshid, Dr. Hummayoun Naeem, Sana Ejaz, Faiza Mukhtar, Taha Batool,

Customer satisfaction is considered to be the most important factor whether it is meant for a product or a service. In case of failure to satisfy customers, company will be replaced by others and when industries offering various services, have to be more vigilant because there is a special attitude that plays an important role attracting and retaining the customers. Keeping this in view, the researchers intended to highlight the current issues of transport sector in Pakistan that how service quality effects customer satisfaction. For this purpose, a convenient sample of 120 respondents was selected (60 male and 60 Female) and data collection tool for all the variables (service quality and customer satisfaction) was used from the body of knowledge to check how do they feel about this service. Regression coefficient was used to analyze two independent sets of data. The empirical analysis proved that there was a positive relationship between service quality and customer satisfaction in the public transport sector of Pakistan...