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Service quality attributes affecting the satisfaction of KTM Komuter services

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  • Siti Nurbaya Ab. Karim
  • Masria Mustafa
  • Suria Haron
  • Rusdi Rusli

Abstract

This research aims to evaluate the service quality within the commuter system of Klang Valley, Malaysia, specifically the KTM Komuter, by constructing empirical statistical models known as KOMIQUAL models. The primary objective is to identify and quantify the significance or impact of various variables on commuter quality and service, focusing on the Port Klang-Sentul route in the year 2010. The empirical investigation conducted at fourteen commuter stations in Klang Valley was prompted by concerns about severe overcrowding of passengers on rail stations, platforms, and within rail coaches. In addition, some major stations were selected because they faced high demand for passengers. Valid questionnaire responses were statistically analyzed using factor analysis and the Structural Equation Modeling-Analysis of Moment Structures (SEM-AMOS) Graphics and software. Findings showed that the major service characteristics like parking facilities, train efficiency, people services, and space comfort had the highest positive effect on service quality. This research would help the operator to monitor and improve the service.

Suggested Citation

  • Siti Nurbaya Ab. Karim & Masria Mustafa & Suria Haron & Rusdi Rusli, 2025. "Service quality attributes affecting the satisfaction of KTM Komuter services," Transportation Planning and Technology, Taylor & Francis Journals, vol. 48(1), pages 131-152, January.
    • Handle: RePEc:taf:transp:v:48:y:2025:i:1:p:131-152
    DOI: 10.1080/03081060.2024.2331208
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