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

Mat Azmi (), Bahry Norliza Saiful (), Kori Nur Liana (), Munir Zarina Abdul () and Daud Norzaidi Mohd ()
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Mat Azmi: MARA University of Technology, Faculty of Business & Management, Selangor, Kampus Puncak Alam, Malaysia
Bahry Norliza Saiful: MARA University of Technology, Faculty of Business & Management, Selangor, Kampus Puncak Alam, Malaysia
Kori Nur Liana: MARA University of Technology, Faculty of Business & Management, Selangor, Kampus Puncak Alam, Malaysia
Munir Zarina Abdul: MARA University of Technology, Faculty of Business & Management, Selangor, Kampus Puncak Alam, Malaysia
Daud Norzaidi Mohd: MARA University of Technology, Institute of Research & Innovation, Shah Alam, Selangor, Malaysia

Foundations of Management, 2019, vol. 11, issue 1, 57-64

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.

Keywords: passenger satisfaction; service quality; electric train services (ETS) (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:founma:v:11:y:2019:i:1:p:57-64:n:5

DOI: 10.2478/fman-2019-0005

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