CONTENT
TITLE PAGE
DECLARATION
i
DEDICATION
ii
AKNOWLEDGEMENT
iii
ABSTRAK
iv
ABSTRACT
v
CONTENT
vi
LIST OF TABLES
x
LIST OF FIGURES
xi
CHAPTER 1 INTRODUCTION
1.1 Introduction 1
1.2 Background of the Study 3
1.3 Research Problem 4
1.4 Research Question 4
1.5 Research Objectives 5
1.6 Scope, Limitation And Key Assumption of
Study
1.7 Significance of the Study 6
1.8 Summary 7
CHAPTER 2 LITERATURE REVIEW
2.1 Introduction 8
2.2 Public Bus Transport 8
2.3 Service Quality 10
2.4 Conceptualization of Service Quality: SERVQUAL 11
2.5 Service Quality Dimension 12
2.5.1 Tangibility 13
2.5.2 Reliability 14
2.5.3 Responsiveness 15
2.5.4 Assurance 15
2.5.5 Empathy 16
2.6
Customer Satisfaction 17
2.7
The Relationship of Service Quality towards Customer Satisfaction
19
2.8
Theoretical Framework 20
CHAPTER 3 RESEARCH METHODOLOGY 3.1
Introduction 21
3.2
Research Design 21
3.2.1 Explanatory Study 22
3.3
Methodological Choices 23
3.3.1 Quantitative Analysis 24
3.4
Data Collection 25
3.4.1 Primary Data 25
3.4.2 Secondary Data 26
3.5
Location of Research 26
3.6
Research Strategy 27
3.6.1 Survey 28
3.6.2 Hypothesis Development 29
3.7
Time Horizon 30
3.8
Scientific Canon 30
3.8.1 Reliability 30
3.8.2 Construct validity 31
3.8.3 Internal Validity 31
3.8.4 External Validity 32
3.9
Summary 32
CHAPTER 4 DATA ANALYSIS AND RESULT 4.1
Introduction 33
4.2
Reliability Test 34
4.3
Demography Analysis 35
4.3.1 Gender 35
4.3.2 Age 36
4.3.3 Occupation 37
4.3.4 Income 38
4.3.5 Frequency Use Bus 39
4.4
Analysis of Service Quality Dimensions in Enhancing Customer Satisfaction of Public Transport
40
4.4.1 Dimension of Tangible 41
4.4.2 Dimension of Reliability 42
4.4.3 Dimension of Responsiveness 43
4.4.4 Dimension of Assurance 44
4.4.5 Dimension of Empathy 45
4.5
Best Dimension of Service Quality in Enhancing Customer Satisfaction of Public Transport
47
4.6
Analysis of Best Dimension in Enhancing Customer Satisfaction of Public Transport
48
4.7
Hypothesis Testing 50
4.8 Summary
53
CHAPTER 5 DISCUSSION, CONCLUSION AND RECOMMENDATIONS 5.1
