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Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach

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  • Ahmad Nazrul Hakimi Ibrahim

    (Department of Civil Engineering, Faculty of Engineering & Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
    Sustainable Urban Transport Research Centre, Faculty of Engineering & Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
    Resilient Advanced Infrastructure & Structure (RAISe), Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia)

  • Muhamad Nazri Borhan

    (Department of Civil Engineering, Faculty of Engineering & Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
    Sustainable Urban Transport Research Centre, Faculty of Engineering & Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
    Resilient Advanced Infrastructure & Structure (RAISe), Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia)

  • Muhamad Razuhanafi Mat Yazid

    (Department of Civil Engineering, Faculty of Engineering & Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
    Sustainable Urban Transport Research Centre, Faculty of Engineering & Built Environment, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia
    Resilient Advanced Infrastructure & Structure (RAISe), Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia)

  • Sitti Asmah Hassan

    (Department of Geotechnics & Transportation, Faculty of Civil Engineering, Universiti Teknologi Malaysia, Skudai 81310, Johor, Malaysia)

  • Ahmad Firdhaus Arham

    (School of Liberal Studies (CITRA UKM), Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia)

  • Sharizal Hashim

    (Center for Global Business and Digital Economy Studies, Faculty of Economics and Management, Universiti Kebangsaan Malaysia, Bangi 43600, Selangor, Malaysia)

Abstract

This study employs the fundamental concept of the American Customer Satisfaction Index (ACSI) model to explore the factors influencing passengers’ satisfaction with monorail service in Kuala Lumpur, Malaysia and their reuse intention. The study tests the hypotheses on 417 monorail passengers using a hybrid structural equation modelling based on parameter estimation of partial least squares (PLS-SEM) and an artificial neural network (ANN) method to estimate the proposed model. The results showed that the proposed model explains 70.4% and 59.5% of the variance in passenger satisfaction with the monorail service and reuse intention. The PLS-SEM results for Stage 1 showed that perceived quality and perceived value have a statistically significant influence on passenger satisfaction. Furthermore, all critical factors in the output from Stage 1 were used as the input in the ANN model to overcome the simplistic nature of the SEM model. The results for the ANN model (Stage 2) showed that perceived quality is the most crucial predictor of passenger satisfaction with the monorail service, followed by perceived quality. The outcomes of this study can help service providers, policymakers, and planners develop effective strategies for enhancing user satisfaction and improving monorail ridership.

Suggested Citation

  • Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Muhamad Razuhanafi Mat Yazid & Sitti Asmah Hassan & Ahmad Firdhaus Arham & Sharizal Hashim, 2023. "Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach," Mathematics, MDPI, vol. 11(15), pages 1-21, August.
    • Handle: RePEc:gam:jmathe:v:11:y:2023:i:15:p:3361-:d:1208078
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