Articlegold2022

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

Ahmad Nazrul Hakimi Ibrahim · Muhamad Nazri Borhan · Mohd Haniff Osman · Muhamad Razuhanafi Mat Yazid · Munzilah Md Rohani

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Transportation Planning and Optimization Customer Service Quality and Loyalty Transportation and Mobility Innovations

Abstract

Light rail transit (LRT) systems are vital aspects of the worldwide endeavor to achieve transport sustainability and have been essential in enhancing the economies of urban areas. Issues such as pollution, the risk of road accidents, and traffic congestion could be resolved using this progressive alternative. The statistics showed that only 20% of the commuters in Malaysia use public transport, including LRT, and 80% use private transportation. It is relatively low compared to other Asian countries. High-quality service is essential to improve users’ perceived satisfaction with the provided services and increase LRT ridership. The objective of the present study is to acquire an understanding of which factors are crucially influential on users’ perceptions of satisfaction. In-person questionnaires were utilized to obtain the information for this paper, with a total of 417 LRT riders in Malaysia’s Klang Valley surveyed. This study adopted the factor analysis, correlation test, and artificial neural network (ANN) model. Eight elements related to the quality of service were extracted to ascertain how they influenced the perceived satisfaction of users: information signs, ticket-based services, amenities, safety, employee performance, speed, comfort, and the service details available to riders. Each factor was significantly related to the perceptions of satisfaction, according to the correlation test. Finally, the ANN model shows that the dominant factors determining the LRT users’ perceived satisfaction are the signage, amenities, and provision of information. The findings of this research should benefit the providers of services, policy makers, and planning departments by enabling them to formulate successful approaches that ensure user satisfaction is enhanced and the number of riders on the LRT increases.

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References

1970Determining Sample Size for Research Activities 1960The Application of Electronic Computers to Factor Analysis 2007Understanding attitudes towards public transport and private car: A qualitative study 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

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