Passenger Satisfaction with Service Quality of KTM Komuter Stations at Klang Valley

Public transportation is one of the facilities available in Malaysia. In order to encourage more people to use public transportation and thereby reduce traffic congestion, effective and efficient public transportation services are essential. Public transportation in Malaysia, including KTM Komuter, has various challenges to operate and is, therefore, unable to provide the level of service that customers desire. This study aims to improve the service quality of KTM Komuter stations in the Klang Valley by proposing areas of concern determined based on the satisfaction of KTM Komuter passengers with the facilities provided. Therefore, five dimensions have been identified based on the SERVQUAL model: Reliability, Assurance, Tangible, Empathy, and Responsiveness. A questionnaire survey was conducted among the passengers of the KTM Komuter at three selected stations: Putra Station, Bank Negara Station, and Kuala Lumpur Station. These stations were selected based on major interchange stations at Klang Valley. The level of satisfaction with the service quality of KTM Komuter stations was then evaluated based on the responses of the 384 respondents on a given 5-point Likert scale. Findings showed that the level of passengers’ satisfaction with Reliability and Tangible is the most needed for improvement. Further, this study highlighted KTM Komuter services that necessary and needed improvement with the support of the Government of Malaysia namely the Ministry of Transport (MOT), Agensi Pengangkutan Awam Darat (SPAD), and Keretapi Tanah Melayu Berhad (KTMB) management team.