Articlegold2022

An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia

Ahmad Nazrul Hakimi Ibrahim · Muhamad Nazri Borhan · Mohd Haniff Osman · Faridah Hanim Khairuddin · Nur Mustakiza Zakaria

18 citations0/0 files storedSustainability

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Transportation Planning and Optimization Customer Service Quality and Loyalty Healthcare Quality and Satisfaction

Abstract

The aim of the current study was to examine passengers’ perceived satisfaction with a monorail system by determining the factors that dominated their perception. For this study, 417 data points were collected through face-to-face questionnaire surveys in Kuala Lumpur, Malaysia, from 20 September 2019 to 10 December 2019. The study involved the use of several assessments to ascertain how the perceived satisfaction of passengers with the monorail service was influenced. The tests predicted which service factors fuelled this satisfaction and included an exploratory factor analysis, Spearman’s correlation test and an artificial neural network (ANN) model (termed the multilayer perceptron neural networks model) with a feed-forward backpropagation algorithm. The findings that were produced by these methods of analysing factors revealed the extraction of eight service-quality features as the key influences on the perceived satisfaction of passengers. The correlation test results revealed that these factors have a significant and positive relationship with perceived satisfaction. Finally, the ANN model with the optimum neuron number in the hidden layer is seven neurons. This model found that the dominant service quality factors that contributed to influencing passengers’ perceived satisfaction levels were (i) the provision of information, (ii) facilities, (iii) signage. The results of this study will benefit service providers, policymakers and planners in formulating effective strategies to enhance passengers’ satisfaction with the monorail service and increase the ridership.

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References

1960The Application of Electronic Computers to Factor Analysis 2010Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement 2012Quality attributes of public transport that attract car users: A research review 2013Perceived service quality in bus transit service: A structural equation approach 2012Predicting m-commerce adoption determinants: A neural network approach 2017What influences satisfaction and loyalty in public transport? A review of the literature 2012A two-staged SEM-neural network approach for understanding and predicting the determinants of m-commerce adoption 2010Modelling user perception of bus transit quality

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