Factors Influencing Passengers’ Satisfaction with the Light Rail Transit Service in Alpha Cities: Evidence from Kuala Lumpur, Malaysia Using Structural Equation Modelling

Ahmad Nazrul Hakimi Ibrahim, Muhamad Nazri Borhan, Muhamad Razuhanafi Mat Yazid, Riza Atiq Rahmat and Sotaro Yukawa
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Ahmad Nazrul Hakimi Ibrahim: Department of Civil Engineering, Faculty of Engineering and Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Malaysia
Muhamad Nazri Borhan: Department of Civil Engineering, Faculty of Engineering and Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Malaysia
Muhamad Razuhanafi Mat Yazid: Department of Civil Engineering, Faculty of Engineering and Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Malaysia
Riza Atiq Rahmat: Department of Civil Engineering, Faculty of Engineering and Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Malaysia
Sotaro Yukawa: Department of Economics, Osaka University of Commerce, Mikuriyasakae-machi, Higashiosaka-shi, Osaka 577-8505, Japan

Mathematics, 2021, vol. 9, issue 16, 1-15

Abstract: Policy makers and service providers must have a good understanding of the determinants of passengers’ satisfaction with light rail transit (LRT) in order to be able to formulate effective strategies that ensure passenger satisfaction, which would in turn help to retain existing passengers and attract new ones. This is seen as the most important determinant of the long-term financial performance of LRT service. In this context, the present study seeks to establish the influence of passenger expectation, perceived quality and perceived value on their satisfaction with the service provided. A total of 417 responses from a self-administrated questionnaire were collected from LRT passengers in Kuala Lumpur, Malaysia. The proposed model was tested using a structural equation model. The results proved the significant and direct effect of perceived quality and perceived value on passenger satisfaction. Of the factors, perceived quality is the most critical construct determining the satisfaction level of LRT passengers. The present study concludes by deriving the theoretical and managerial implications on the field of transport. This study provides beneficial information which helps service providers, authorities, policy makers, planners, and researchers formulate effective strategies to increase the use of LRT service, especially in Kuala Lumpur, Malaysia, and other alpha and metropolitan cities in general.

Keywords: light rail transit; public transport; railway; service quality; satisfaction; structural equation model (search for similar items in EconPapers)
JEL-codes: C (search for similar items in EconPapers)
Date: 2021
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