PASSENGER SATISFACTION AND LOYALTY: A CASE OF INTER-CITY COACH TRAVEL IN MALAYSIA
The purpose of this paper is to investigate the relationship between service delivery process, passenger satisfaction and loyalty in express coach industry in Malaysia. Five components of service process were identified: experience before tr avel, experience during travel, experience after travel, t...
| Main Author: | |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Muhammadiyah University Press
2016-08-01
|
| Series: | Benefit Jurnal Manajemen dan Bisnis |
| Subjects: | |
| Online Access: | http://journals.ums.ac.id/index.php/benefit/article/view/1273 |