ASSESSING CUSTOMER SATISFACTION IN RAIL TRANSPORTATION: A CASE STUDY OF MALAYSIA’S PUBLIC TRANSPORT SYSTEM

Abstract

Rail transportation plays a crucial role in facilitating efficient and sustainable urban development, particularly in densely populated areas. This study aims to evaluate customer satisfaction with the public transport system in Malaysia, with a focus on rail transportation. The research examines various factors that influence customer satisfaction, including service quality, punctuality, convenience, safety, and cleanliness. The study utilizes a mixed-methods approach, combining secondary data analysis and primary data collection. Secondary data analysis involves a comprehensive review of existing literature, including academic papers, government reports, and industry publications. Primary data is collected through a structured questionnaire administered to a sample of rail transport users in the Klang Valley region. The findings highlight the importance of service quality in shaping customer satisfaction. Factors such as reliable and punctual train arrivals, convenient and comfortable facilities, and a clean and safe environment emerge as key determinants of customer satisfaction. The study also identifies areas for improvement, including enhancing the efficiency of ticketing systems, increasing seating capacity during peak hours, and addressing cleanliness issues at stations and on trains. The research findings have implications for policymakers, transport authorities, and rail operators. By understanding the factors that influence customer satisfaction, stakeholders can design strategies to enhance the quality of rail transportation services. Improving customer satisfaction levels can lead to increased ridership, reduced road congestion, and a more sustainable transport system. The findings can also inform future infrastructure development plans and guide decision-making processes in the public transport sector. Overall, this study contributes to the growing body of knowledge on customer satisfaction in rail transportation and provides valuable insights for improving the quality and effectiveness of Malaysia's public transport system, specifically in the context of rail transportation.