The Influence of Service Quality and Passenger Satisfaction Towards Electric Train Services (ETS): A PLS-SEM Approach

Abstract

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.

Effects of retailers’ service quality and legitimacy on behavioral intention: the role of emotions during COVID-19

“…Responsiveness is intrinsically influential for employees' attitudes (Mat et al, 2019), as it involves the willingness to address customers' needs and provide prompt assistance (Berry et al, 1988). From the customer's point of view, it involves the perception 'that a response was satisfactory in terms of its appropriateness and relevance in meeting the particular … need' (Nambisan et al, 2016, p. 90).…”

The impact of service quality, ticket price policy and passenger trust on airport train passenger loyalty

“…A theoretical approach to service quality, or SERVQUAL according to Parasuraman (2010), andZeithaml andBitner (2011) related to expectation and relies on the gap the customer perceives with the SERVQUAL approach is multidimensional using the dimensions of assurance, emphasis, reliability, response, and tangible. Service quality plays a very important role in determining customer satisfaction as the service user (Angelova & Zekiri, 2011;Harahap et al, 2021;Mat et al, 2019;Miranda et al, 2018;Simanjuntak et al, 2022). However, in the research by Bambale et al (2020) on Malaysian Electric Train Service (ETS), the results show a negative correlation between customer satisfaction and the five dimensions of service quality.…”

Organisational Culture, Affective Commitment, Employee Competency and Malaysian Rail Employees’ Job Performance

“…These studies demonstrated the importance of rail employees performing their duties diligently and consistently. Their actions and behaviours have a substantial impact on customer satisfaction, as shown by Mat et al, (2019) who found that all SERVQUAL aspects are crucial in influencing rail customers' contentment.…”

“…Malaysia's public transportation system is still in poor shape with glaring problems such as accidents, delays, the quality of customer service and ticketing systems which all needing to be addressed and improved (Mat et al, 2019). Unfortunately, on 24th May 2021, a tragic accident occurred when two LRT trains crashed on the same track in a tunnel, injuring 47 passengers with three passengers diagnosed with critical injuries.…”