TAILIEUCHUNG - Service loyalty and its impact on omni bus services - a pragmatic analysis

The purpose of the study is to analyse the passengers’ satisfaction and service loyalty towards omni bus services and its determinants and also to evaluate the impact of various determinants on service loyalty towards omni bus services on passengers satisfaction. | Service loyalty and its impact on omni bus services - a pragmatic analysis International Journal of Management IJM Volume 7 Issue 6 September October 2016 180 Article ID IJM_07_06_019 Available online at http ijm JType IJM amp VType 7 amp IType 6 Journal Impact Factor 2016 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication SERVICE LOYALTY AND ITS IMPACT ON OMNI BUS SERVICES - A PRAGMATIC ANALYSIS Dr. S. Nadarajan Associate Professor in Commerce St. Judges College Thoothoor Kanyakumari India. . Easwari Assistant Professor in Commerce . Hindu College Nagercoil Kanyakumari India. Dr. . Padmanabhan Associate Professor in Commerce . Hindu College Nagercoil Kanyakumari India. ABSTRACT The purpose of the study is to analyse the passengers satisfaction and service loyalty towards omni bus services and its determinants and also to evaluate the impact of various determinants on service loyalty towards omni bus services on passengers satisfaction. In order to analyse the above objectives T test confirmatary factor analysis CFA and multiple regression analysis were used. For the purpose of the study. The passengers are classified into two important groups on the basis of their nativity namely rural and urban passengers. The sample respondents are selected from 10 important cities in tamilnadu. The service loyalty is an outcome of repeated passengers satisfaction on a particular service provider. Service loyalty is a ultimate aim of Omni bus service provider in the market and highly helpful to the service provider in order to maintain their market shares. The factors determining service loyalty includes service quality customers value and passengers satisfaction. These factors were analysed and ascertain the significantly influencing special service quality significant customers value enabling the passengers repeatedly travelling by Omni bus services. Key words Service loyalty

• Quản trị kinh doanh
• Passengers’ satisfaction and service loyalty
• Omni bus services
• Level of service loyalty
• Confirmatary factor analysis
• Particular service provider