This research is about service quality (responsiveness, reliability, tangible, safety and security) dimensions becoming major determinants of passenger satisfaction towards Electric Train Services (ETS). The significance of this study is intended to assist Keretapi Tanah Melayu Berhad (KTMB) to establish the service offered and to identify the important aspects of service quality that affect passenger satisfaction. A total of 280 questionnaires were distributed to ETS passengers, who were using the service from Kuala Lumpur Sentral Station to Padang Besar Station. The main objective of this study was to investigate the relationship between service quality dimensions and passenger satisfaction towards ETS. Data gathered were analyzed using partial least square (PLS) method. The study concluded that service quality dimensions are the factors affecting the passenger satisfaction towards ETS. In addition, service quality can also define the significant relationship between passenger satisfaction towards ETS. Other than that, several useful recommendations were made regarding the findings of this study.

Objective - Caregiving of a child with special needs can increase the cost of raising the child and parent’s stress. These two issues are commonly experienced by a parent who care for their special needs child themselves and the thought of challenges are different based on the disability of the child. Methodology/Technique – The challenges of raising a child with disability make it necessary for parents to work harder to to meet the cost of treatment. Meanwhile, levels of stress among those parents are understandably increased. Finding – Parents caring for a child with disability need to place greater emphasis on achieving a balance between their work, caring for their child and stress. Further, this paper includes a discussion on the cost of raising a disabled child and the increased levels of stress experienced by these parents. Novelty - The findings of this paper contribute to conceptual model on the challenges faced by Malaysian parents in caregiving for a child with special needs. Type of Paper: Review

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Understanding Consumer Complaint Behavior (CCB) is important in present competitive business environment as it serves as quality improvement tools in enhancing customer experience. However, studies on consumer complaint behavior that been conducted in Malaysia are relatively few. Complaint should not been viewed as a problem. Consumers today are better educated, more sophisticated, more demanding and are willing to pay for services that meet or exceed their expectations. The purpose of this study is to examine the relationship between attitude, knowledge, personality and CCB among Millennial. A survey was conducted that involved 400 customers who experienced dissatisfaction of car vehicle repair services. The finding of this study indicates that only attitude and knowledge were statistically significant to CCB. Consumer satisfaction or dissatisfaction ratings are good indicators of firm's performance to forecast future profit and return on investment. Therefore service managers should continuously and increasingly use customer satisfaction index as criterion for analyzing service performance to create more loyal customers.

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