Service quality attributes affecting the satisfaction of KTM Komuter services
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 variab...
Published in: | TRANSPORTATION PLANNING AND TECHNOLOGY |
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Main Authors: | , , , , |
Format: | Article; Early Access |
Language: | English |
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TAYLOR & FRANCIS LTD
2024
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Online Access: | https://www-webofscience-com.uitm.idm.oclc.org/wos/woscc/full-record/WOS:001188062800001 |
author |
Ab Karim Siti Nurbaya; Mustafa Masria; Haron Suria; Rusli Rusdi |
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Ab Karim Siti Nurbaya; Mustafa Masria; Haron Suria; Rusli Rusdi Service quality attributes affecting the satisfaction of KTM Komuter services Transportation |
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Ab Karim Siti Nurbaya; Mustafa Masria; Haron Suria; Rusli Rusdi |
author_sort |
Ab Karim |
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Ab Karim, Siti Nurbaya; Mustafa, Masria; Haron, Suria; Rusli, Rusdi Service quality attributes affecting the satisfaction of KTM Komuter services TRANSPORTATION PLANNING AND TECHNOLOGY English Article; Early Access 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. TAYLOR & FRANCIS LTD 0308-1060 1029-0354 2024 10.1080/03081060.2024.2331208 Transportation WOS:001188062800001 https://www-webofscience-com.uitm.idm.oclc.org/wos/woscc/full-record/WOS:001188062800001 |
title |
Service quality attributes affecting the satisfaction of KTM Komuter services |
title_short |
Service quality attributes affecting the satisfaction of KTM Komuter services |
title_full |
Service quality attributes affecting the satisfaction of KTM Komuter services |
title_fullStr |
Service quality attributes affecting the satisfaction of KTM Komuter services |
title_full_unstemmed |
Service quality attributes affecting the satisfaction of KTM Komuter services |
title_sort |
Service quality attributes affecting the satisfaction of KTM Komuter services |
container_title |
TRANSPORTATION PLANNING AND TECHNOLOGY |
language |
English |
format |
Article; Early Access |
description |
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. |
publisher |
TAYLOR & FRANCIS LTD |
issn |
0308-1060 1029-0354 |
publishDate |
2024 |
container_volume |
|
container_issue |
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doi_str_mv |
10.1080/03081060.2024.2331208 |
topic |
Transportation |
topic_facet |
Transportation |
accesstype |
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id |
WOS:001188062800001 |
url |
https://www-webofscience-com.uitm.idm.oclc.org/wos/woscc/full-record/WOS:001188062800001 |
record_format |
wos |
collection |
Web of Science (WoS) |
_version_ |
1809678906332020736 |