The study of MRT commuter's satisfaction of MRT services at Sungai Buloh-Kajang line

Abdul Wahab, Nurfarahin (2018) The study of MRT commuter's satisfaction of MRT services at Sungai Buloh-Kajang line. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Understanding how levels of satisfaction differ across transportation modes can be helpful to encourage the use of active as well as public modes of transportation over the use of the automobile. This study uses a large-scale travel survey to compare commuters satisfaction on how the determinants of commuters satisfaction towards MRT services. The service quality is measured by the difference between customers‟ expectations towards a service and their actual experience from that service. Besides that, the framework guiding this research using quality management framework SERVQUAL. Quantitative data on customer satisfaction levels divulged from questionnaires were scrutinized against service quality factors, which were later replaced in the service quality model using a five‐point Likert scale and conducting simple regression. The result of the study found positive impact of tangibility, reliability, assurance and empathy dimensions of service quality model on customers‟ satisfaction level pertaining to MRT services operators. Findings from this study provide a better understanding of determinants of trip satisfaction to MRT services in this topic and working on increasing commuters‟ satisfaction among MRT services.

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