The influence of service quality and passenger satisfaction towards Electric Train Services (ETS): A PLS-SEM approach

4Citations
Citations of this article
80Readers
Mendeley users who have this article in their library.

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.

Cite

CITATION STYLE

APA

Mat, A., Bahry, N. S., Kori, N. L., Munir, Z. A., & Daud, N. M. (2019). The influence of service quality and passenger satisfaction towards Electric Train Services (ETS): A PLS-SEM approach. Foundations of Management, 11(1), 57–64. https://doi.org/10.2478/fman-2019-0005

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Save time finding and organizing research with Mendeley

Sign up for free