>Scientific Journal of Logistics<

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Issue 3/ 2013, article 2

Authors: Usman Yousaf , Javeria Yousaf , Mohsin Altaf , Mohammad Majid Mehmood Bagram


Keywords: Customer Satisfaction, Service Quality, Loyalty, Smoothing, Reliability, Retrieving, Price Perceptions, Daewoo Express Sargodha


Background: Meeting service quality standards and striving for loyalty are two critical areas which have until now been overlooked by both the passenger transport industry and academia in Pakistan therefore the study sheds useful light on an issue hitherto untouched. Therefore increased sample size will help in increasing generalizability of study.

Methods: This paper is designed to study the level of loyalty at Daewoo Express Bus Service in Sargodha by measuring customer satisfaction. Researchers used a small sample of only 96 respondents (passengers) and only studies customer's behavior in the service quality of Daewoo Express Bus Service however it may differ in other passenger transport services.

Results and conclusions: This paper reveals that there is a positive and significant relationship between loyalty (dependant variable) and price perceptions, reliability, retrieving and smoothing (independent variables). However, the study found that reliability of services is the most important dimension among other independent variables (price perceptions, smoothing, reliability, retrieving) effecting customers loyalty at Daewoo Express. Paper under consideration would surely assist Daewoo`s management team to take care of the loopholes existing in the current service level and likely threats which Daewoo might face.

Full text available in in english in format: Adobe Acrobat pdf article nr 2 - pdf

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Zusammenfassung in Deutsch Zusammenfassung in Deutsch.

For citation:

MLA , Usman Yousaf, et al. "Studying customer loyalty at Daewoo express bus service, Pakistan." Logforum 9.3 (2013): 2.
APA Usman Yousaf1 , Javeria Yousaf2 , Mohsin Altaf2 , Mohammad Majid Mehmood Bagram3 (2013). Studying customer loyalty at Daewoo express bus service, Pakistan. Logforum 9 (3), 2.
ISO 690 , Usman Yousaf, et al. Studying customer loyalty at Daewoo express bus service, Pakistan. Logforum, 2013, 9.3: 2.
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