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

Author

Listed:
  • Mat Azmi
  • Bahry Norliza Saiful
  • Kori Nur Liana
  • 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)

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.

Suggested Citation

  • Mat Azmi & Bahry Norliza Saiful & Kori Nur Liana & Munir Zarina Abdul & Daud Norzaidi Mohd, 2019. "The Influence of Service Quality and Passenger Satisfaction Towards Electric Train Services (ETS): A PLS-SEM Approach," Foundations of Management, Sciendo, vol. 11(1), pages 57-64, March.
    • Handle: RePEc:vrs:founma:v:11:y:2019:i:1:p:57-64:n:5
    DOI: 10.2478/fman-2019-0005
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    References listed on IDEAS

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    1. David Nyongesa Murambi & Henry M. Bwisa, 2014. "Service Quality and Customer Satisfaction in Public Transport Sector of Kenya: A Survey of Shuttle Travelers in Kitale Terminus," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(9), pages 402-412, September.
    2. Joseph F. Hair & G. Tomas M. Hult & Christian M. Ringle & Marko Sarstedt & Kai Oliver Thiele, 2017. "Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 616-632, September.
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    More about this item

    Keywords

    passenger satisfaction; service quality; electric train services (ETS);
    All these keywords.

    JEL classification:

    • L90 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - General
    • L91 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Transportation: General
    • L92 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Railroads and Other Surface Transportation
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • N75 - Economic History - - Economic History: Transport, International and Domestic Trade, Energy, and Other Services - - - Asia including Middle East

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