An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia

Abstract

The aim of the current study was to examine passengers’ perceived satisfaction with a monorail system by determining the factors that dominated their perception. For this study, 417 data points were collected through face-to-face questionnaire surveys in Kuala Lumpur, Malaysia, from 20 September 2019 to 10 December 2019. The study involved the use of several assessments to ascertain how the perceived satisfaction of passengers with the monorail service was influenced. The tests predicted which service factors fuelled this satisfaction and included an exploratory factor analysis, Spearman’s correlation test and an artificial neural network (ANN) model (termed the multilayer perceptron neural networks model) with a feed-forward backpropagation algorithm. The findings that were produced by these methods of analysing factors revealed the extraction of eight service-quality features as the key influences on the perceived satisfaction of passengers. The correlation test results revealed that these factors have a significant and positive relationship with perceived satisfaction. Finally, the ANN model with the optimum neuron number in the hidden layer is seven neurons. This model found that the dominant service quality factors that contributed to influencing passengers’ perceived satisfaction levels were (i) the provision of information, (ii) facilities, (iii) signage. The results of this study will benefit service providers, policymakers and planners in formulating effective strategies to enhance passengers’ satisfaction with the monorail service and increase the ridership.

Studying the factors influencing user satisfaction and reuse intention towards monorail service using a PLS-SEM approach: A case study in Kuala Lumpur, Malaysia

“…Hair et al [56] outlined how the former assesses every endogenous construct's amount of explained variance, according to the coefficient of determination (R 2 ). The greater predictive accuracy of a model is suggested by higher R 2 (near 1) values [23,67]. In this study, the results reported that user's satisfaction and reuse intention had strong (R 2 = 0.704) and moderate (R 2 = 0.595) predictive accuracy [15,68].…”

“…Prior to a full-scale data collection being carried out, a pilot study was conducted involving 50 randomly selected responders from Bandar Baru Bangi in Selangor. The pilot study had two main objectives: to locate areas where the design of the questionnaire might be weak and enable these issues to be addressed before it was administered in the survey proper [23,50]. The pilot sample feedback was the basis for omitting certain items from the questionnaire and modifying others so that they would be clearer and more reliable.…”

Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand

“…The first is the traditional service quality concept, encompassing factors related to general measures such as accessibility, infrastructure, pricing, information, and vehicles, among others. These factors have been employed in numerous research studies pertaining to transport systems, exemplified by the work of Eboli and Mazzulla [9] and Ibrahim et al [10]. The second concept, SERVQUAL model, consists of tangible, reliable, responsiveness, assurance, and empathy.…”

The study of social inclusion and gender equality on public transport satisfaction: Case of Metropolitan Jakarta

“…Related to satisfaction, other cities such as Bandung were also being studied by Joewono [21], [39] which were concerned with paratransit, and Adriana [40] investigated bus transit in Denpasar, Bandung, Bogor, and Surakarta. Studies of mass transit satisfaction were also being conducted in foreign cities such as Kaohsiung MRT by Lai [5], Tehran Metro by Aghajanzadeh [22], Shanghai Metro by Li [28], Beijing rail transit by Sun [41], Bangkok mass transit (BTS) by Dechen [27], and Kuala Lumpur Monorail and Klang Valley's LRT by Ibrahim [42], [43]. The public transport satisfaction study in southeast asia has been discussed by authors from Vietnam [44]- [46], Thailand [47], and Malaysia [48].…”