Factors Influencing Passengers’ Satisfaction with the Light Rail Transit Service in Alpha Cities: Evidence from Kuala Lumpur, Malaysia Using Structural Equation Modelling

Abstract

Policy makers and service providers must have a good understanding of the determinants of passengers’ satisfaction with light rail transit (LRT) in order to be able to formulate effective strategies that ensure passenger satisfaction, which would in turn help to retain existing passengers and attract new ones. This is seen as the most important determinant of the long-term financial performance of LRT service. In this context, the present study seeks to establish the influence of passenger expectation, perceived quality and perceived value on their satisfaction with the service provided. A total of 417 responses from a self-administrated questionnaire were collected from LRT passengers in Kuala Lumpur, Malaysia. The proposed model was tested using a structural equation model. The results proved the significant and direct effect of perceived quality and perceived value on passenger satisfaction. Of the factors, perceived quality is the most critical construct determining the satisfaction level of LRT passengers. The present study concludes by deriving the theoretical and managerial implications on the field of transport. This study provides beneficial information which helps service providers, authorities, policy makers, planners, and researchers formulate effective strategies to increase the use of LRT service, especially in Kuala Lumpur, Malaysia, and other alpha and metropolitan cities in general.

A GIS-Based Analysis of the Light Rail Transit Systems in Spain

“…Thus, clients not satisfied with the service would not be loyal to the service and would not recommend it to others [39]. Some papers have attempts to investigate the factors influencing the satisfaction of rail transit passengers based on the evidence from the light rail transit [40]. In this sense, it has been identified that an indicator of a successful public transport service is the number of passengers that the system is able to retain and attract [39,41].…”

The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia

“…For example, Kwan et al [4] stated that Kuala Lumpur had an 83% private transport use rate, while public transportation was used by 17%. Relying so extensively on private transport has several negative effects: environmental conditions and the quality of life are adversely impacted, while it also leads to busier roads, polluted air, noisy conditions, and traffic accidents [5][6][7][8][9]. According to Mouwen [8], transport is responsible for 40% of the emissions of carbon dioxide and over 70% of different pollutant types.…”

“…Public transport is an excellent alternative to solve these problems [6,[8][9][10]. Wall et al [11] and Ibrahim et al [12] noted that the use of sustainable modes of transportation-for instance, city center public transport systems-reduced traffic congestion and the emissions of CO 2 and NO X per mile.…”

“…Nevertheless, it remains a major challenge to reduce the dependence on private transportation and raise the number of public transportation users, particularly in urban settings [14]. Transportation researchers, policymakers, and practitioners have been exploring strategic methods to encourage people to choose public transport over private transport [9,[15][16][17][18].…”

Understanding the Willingness of Students to Use Bicycles for Sustainable Commuting in a University Setting: A Structural Equation Modelling Approach

“…In the case of social impact, the use of private motorised vehicles led to a reduction in personal safety and increase in accident risk, mental health problems, and excessive time spent during traffic congestion [5,[9][10][11]. In summary, trips performed via motorised vehicles were identified as among the most negative causes of the university ecological footprint [12,13].…”