Sex Disparity in Satisfaction and Loyalty towards Urban Rail Transit: A Survey of Light Rail Transit (LRT) Passengers in Kuala Lumpur, Malaysia

Ibrahim, Ahmad Nazrul Hakimi; Borhan, Muhamad Nazri

doi:10.30880/ijie.2021.13.03.027

Cited by 10 publications

(6 citation statements)

References 20 publications

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“…Inefficiency of employees, lack of management commitment, train timeliness and bad service at ticketing counters are among the problems cited. In addition, employees should be more empathic, courteous, and professional in their work (Bambale et al, 2020;Ibrahim et al, 2019Ibrahim et al, , 2021Isai et al, 2020). These studies demonstrated the importance of rail employees performing their duties diligently and consistently.…”

Section: Introductionmentioning

confidence: 83%

Organisational Culture, Affective Commitment, Employee Competency and Malaysian Rail Employees’ Job Performance

Mahmood,

Abdullah Hashim,

Abdul Majid

2022

AJPBS

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Rail transport sector in Malaysia is one of the major economic growth contributor. Due to its importance, government has been allocating large sum of fund to improve rail transport sector among others include new railway lines, maintenance of trains and systems improvement. The ultimate aim is to provide effective and efficient train services to the users in improving quality of life. In this regard, rail employees play major role in ensuring efficient services. However, problems still prevail which include quality of services and accidents that affecting users and government’s image. The problems are closely related to the employees in respect of their performance in managing train operations. Hence, there is great significance to examine factors that influence rail employees job performance. This paper provides a literature review on the relationship between organisational culture, employee competency and affective commitment on job performance..

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Section: Introductionmentioning

confidence: 83%

Organisational Culture, Affective Commitment, Employee Competency and Malaysian Rail Employees’ Job Performance

Mahmood,

Abdullah Hashim,

Abdul Majid

2022

AJPBS

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“…In this study, the framework testing the American Consumer Satisfaction Index (ACSI) model used the passenger expectation, perceived quality and perceived value constructs as the predictor factors for passenger satisfaction and reuse intention as the consequence of passenger satisfaction. ACSI is a widely recognised model for measuring customer satisfaction in various industries [24,25], including transportation [15,26,27]. ACSI considers multiple factors when evaluating customer satisfaction in the transportation sector, such as passenger expectation, perceived quality, and perceived value, and thus provides a holistic overview of the formation of passenger satisfaction.…”

Section: Stage 2: Artificial Neural Networkmentioning

confidence: 99%

“…The annual ridership of the Kuala Lumpur monorail service declined by 54.8% from 2013 to 2022 [14]. People are more inclined to use private vehicles, such as cars, because they are faster, more reliable and better-suited for fast-paced lifestyles and provide privacy, flexibility, comfort, convenience and independence [15,16].…”

Section: Introductionmentioning

confidence: 99%

Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach

Ibrahim,

Borhan,

Mat Yazid

et al. 2023

Mathematics

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This study employs the fundamental concept of the American Customer Satisfaction Index (ACSI) model to explore the factors influencing passengers’ satisfaction with monorail service in Kuala Lumpur, Malaysia and their reuse intention. The study tests the hypotheses on 417 monorail passengers using a hybrid structural equation modelling based on parameter estimation of partial least squares (PLS-SEM) and an artificial neural network (ANN) method to estimate the proposed model. The results showed that the proposed model explains 70.4% and 59.5% of the variance in passenger satisfaction with the monorail service and reuse intention. The PLS-SEM results for Stage 1 showed that perceived quality and perceived value have a statistically significant influence on passenger satisfaction. Furthermore, all critical factors in the output from Stage 1 were used as the input in the ANN model to overcome the simplistic nature of the SEM model. The results for the ANN model (Stage 2) showed that perceived quality is the most crucial predictor of passenger satisfaction with the monorail service, followed by perceived quality. The outcomes of this study can help service providers, policymakers, and planners develop effective strategies for enhancing user satisfaction and improving monorail ridership.

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“…The satisfaction concept in the industrial market motivated transportation researchers to study satisfaction with transportation. Over the past years, many studies have explored the notion of satisfaction with public transport [23,50,[58][59][60][61]. Public transportation authorities deliver an array of offerings, and overall user satisfaction with these services is reflected by how content the ridership is with the public transportation actually delivered.…”

Section: Users' Satisfaction With the Service Quality Attributesmentioning

confidence: 99%

The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia

et al. 2022

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Light rail transit (LRT) systems are vital aspects of the worldwide endeavor to achieve transport sustainability and have been essential in enhancing the economies of urban areas. Issues such as pollution, the risk of road accidents, and traffic congestion could be resolved using this progressive alternative. The statistics showed that only 20% of the commuters in Malaysia use public transport, including LRT, and 80% use private transportation. It is relatively low compared to other Asian countries. High-quality service is essential to improve users’ perceived satisfaction with the provided services and increase LRT ridership. The objective of the present study is to acquire an understanding of which factors are crucially influential on users’ perceptions of satisfaction. In-person questionnaires were utilized to obtain the information for this paper, with a total of 417 LRT riders in Malaysia’s Klang Valley surveyed. This study adopted the factor analysis, correlation test, and artificial neural network (ANN) model. Eight elements related to the quality of service were extracted to ascertain how they influenced the perceived satisfaction of users: information signs, ticket-based services, amenities, safety, employee performance, speed, comfort, and the service details available to riders. Each factor was significantly related to the perceptions of satisfaction, according to the correlation test. Finally, the ANN model shows that the dominant factors determining the LRT users’ perceived satisfaction are the signage, amenities, and provision of information. The findings of this research should benefit the providers of services, policy makers, and planning departments by enabling them to formulate successful approaches that ensure user satisfaction is enhanced and the number of riders on the LRT increases.

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Sex Disparity in Satisfaction and Loyalty towards Urban Rail Transit: A Survey of Light Rail Transit (LRT) Passengers in Kuala Lumpur, Malaysia

Cited by 10 publications

References 20 publications

Organisational Culture, Affective Commitment, Employee Competency and Malaysian Rail Employees’ Job Performance

Organisational Culture, Affective Commitment, Employee Competency and Malaysian Rail Employees’ Job Performance

Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach

The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia

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