Rail Service Quality and Customer Satisfaction in Malaysia

Ali, Noor Malinjasari Bt; Hamzah, Siti Fatimah Mardiah; Nor, Raslina Mohamed; Rashid, Ruzaidah A.; Salleh, Suzila Mat; Noor, Hasmida Mohd; Borhanuddin, Rahayu Izwani

doi:10.24191/ji.v17i2.18213

Cited by 3 publications

(3 citation statements)

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“…This study also discusses the critical elements of responsiveness in public transport services, emphasizing both the willingness and promptness to serve customers as one of the important elements influencing the traveller's satisfaction (Ong, 2022). Timeliness is crucial, as customers are unwilling to endure inefficiency and may resort to private cars, particularly observed in the commuter service in Klang Valley (Ali et al, 2022). Employee responsiveness, demonstrated through quick responses to inquiries and requests, plays a pivotal role in customer satisfaction.…”

Section: Responsivenessmentioning

confidence: 99%

Uncovering the Heartbeat of Public Transport in Klang Valley—Is Your Journey Satisfying?

Sham,

Kah Hing,

Qiao Ruh

et al. 2024

E-BPJ

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This paper explores the essential elements of public transport service quality to enhance commuter preferences in Klang Valley, Malaysia. It specifically investigates reliability, assurance, tangible aspects, and responsiveness as key dimensions impacting customer satisfaction while riding on public transport among the urban residents in the Kuala Lumpur urban area. The study's main aim is to examine relationships among these dimensions and their overall influence on customer satisfaction using quantitative methods, with multiple linear regression analysis and convenience sampling used. The research seeks to capture a representative sample size to provide insights for targeted improvements in the overall public transport system.

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Section: Responsivenessmentioning

confidence: 99%

Uncovering the Heartbeat of Public Transport in Klang Valley—Is Your Journey Satisfying?

Sham,

Kah Hing,

Qiao Ruh

et al. 2024

E-BPJ

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“…In railway studies, measuring service quality for public transport has two dimensions: the first would be the objective dimension, whereby, service quality is objectified in performance indicators such as frequency and speed while the subjective dimension measures service quality through consumer judgments (Eltayeb, 2017). A study in Indonesia states that RAILQUAL was used on intercity trains in the country, such as platform and in-train services, found punctuality (reliability), employee services, and security (assurance) significantly influenced satisfaction among their respondents (Ali et al, 2022). Based on studies, punctuality, reliability, network connection, and service frequency were highly appreciated characteristics of public transport in Munich.…”

Section: Accessibilitymentioning

confidence: 99%

Factors Influencing Tourists’ Satisfaction on Electric Train Service (ETS)

Akhuan,

Halim,

Ahmad

et al. 2024

IMBR

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This study investigates the use of Electric Train Services (ETS) railway service by tourists. It seeks to understand factors influencing tourists’ satisfaction with ETS train services. Data were collected from a survey with convenience and purposive sampling by selected tourists in ETS station in Kuala Lumpur Sentral. Theoretical frameworks for research units like the four dimensions of the level of satisfaction (accessibility, service quality, traveling comfort, cost). 213 respondents were gathered through a combination of a direct approach and an online survey using Google Forms. The data collected was analyzed using SPSS 27 and Excel. The findings revealed strong correlations between all the listed aspects and tourist satisfaction. Overall, tourists were highly satisfied with the ETS train services at KL Sentral. Consequently, this study contributes to our understanding of how tourists perceive and experience the ETS service. The conclusion of the study delves into the results obtained and explores potential implications and future possibilities.

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“…In the context of rail transportation, customer satisfaction can be defined as the feeling of passengers towards how their actual experience meet their expected service quality (Ali et al, 2021;Wonglakorn et al, 2021;Wang et al, 2020). It has also been found that customer satisfaction is an effective performance indicator of service quality (Trompet et al, 2013;Ngoc et al, 2017;Liangrokapart, 2021).…”

Section: Customer Satisfaction and Frequency Of Usementioning

confidence: 99%

Returning to Public Transportation in Transitioning Out of COVID-19: Effects of Passenger Satisfaction on Frequency of Use of Rail Transport

Malabanan¹,

Satirasetthavee²,

Kitthamkasorn³

et al. 2023

ToTS

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As travel restrictions ease amid the COVID-19 pandemic, a revival of traffic congestion is observed caused by the increased use of private vehicles. To help alleviate this, return to public transport use is encouraged. Given the positive relationship between passenger satisfaction and their recurrent use of public transit, it is then recommended to improve the service quality offered by these systems. This paper illustrates the use of a combination of principal component analysis and ordinal logistic regression in determining how satisfaction with rail transport service quality affects passengers' usage frequency with Bangkok's mass rapid transit system as a case study. The results show that satisfaction with ticket sales, station facilities, station staff, public relations, and rolling stock significantly affect passengers' recurrent use of the rail transport system. It is also determined that among these indicators, the station facilities, rolling stock, and station staff are found to contribute greatly to the marginal effects on the probability of observing more frequent use compared to less frequent use. It is then recommended that these factors be prioritized and further improved to produce higher levels of passenger satisfaction, and consequently, increased ridership of the rail transport system. The findings of this study can also be beneficial for public agencies and rail transport operators with regard to policy and decision making amid and in the transition out of the COVID-19 pandemic.

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Rail Service Quality and Customer Satisfaction in Malaysia

Cited by 3 publications

References 0 publications

Uncovering the Heartbeat of Public Transport in Klang Valley—Is Your Journey Satisfying?

Uncovering the Heartbeat of Public Transport in Klang Valley—Is Your Journey Satisfying?

Factors Influencing Tourists’ Satisfaction on Electric Train Service (ETS)

Returning to Public Transportation in Transitioning Out of COVID-19: Effects of Passenger Satisfaction on Frequency of Use of Rail Transport

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