Service quality attributes affecting the satisfaction of KTM Komuter services

Siti Nurbaya Ab. Karim, Masria Mustafa, Suria Haron and Rusdi Rusli

Transportation Planning and Technology, 2025, vol. 48, issue 1, 131-152

Abstract: This research aims to evaluate the service quality within the commuter system of Klang Valley, Malaysia, specifically the KTM Komuter, by constructing empirical statistical models known as KOMIQUAL models. The primary objective is to identify and quantify the significance or impact of various variables on commuter quality and service, focusing on the Port Klang-Sentul route in the year 2010. The empirical investigation conducted at fourteen commuter stations in Klang Valley was prompted by concerns about severe overcrowding of passengers on rail stations, platforms, and within rail coaches. In addition, some major stations were selected because they faced high demand for passengers. Valid questionnaire responses were statistically analyzed using factor analysis and the Structural Equation Modeling-Analysis of Moment Structures (SEM-AMOS) Graphics and software. Findings showed that the major service characteristics like parking facilities, train efficiency, people services, and space comfort had the highest positive effect on service quality. This research would help the operator to monitor and improve the service.

Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/03081060.2024.2331208 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:transp:v:48:y:2025:i:1:p:131-152

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/GTPT20

DOI: 10.1080/03081060.2024.2331208

Access Statistics for this article

Transportation Planning and Technology is currently edited by Dr. David Gillingwater

More articles in Transportation Planning and Technology from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().