scholarly journals Perceptions Passengers on Service Quality: Public Transport in Kuala Lumpur

2018 ◽  
Vol 7 (2.29) ◽  
pp. 865
Author(s):  
Hamza Imhimmed Mohamed Irtema ◽  
Amiruddin Ismail ◽  
Muhamad Nazri Borhan ◽  
Hassan. M Abdelsalam ◽  
Abdurauf. B.Z Alshetwi ◽  
...  
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Public Transportation ◽  
Structural Equation ◽  
Measurement Model ◽  
Kuala Lumpur ◽  
Railway Stations ◽  
Transportation Services ◽  
Equation Modelling

The quality of service is a measurement of the level of service provided against the expectations of customers. This research examines the behaviour of passengers using public transport with respect to the service quality of public transit. A questionnaire was answered by 412 passengers at one of the main railway stations, Kuala Lumpur Sentral. Empirical data were extracted based on the information collected from the survey. Structural equation modelling was used to examine the measurement model. The findings of the study reveal that public transport passengers are significantly influenced by service attributes, for example, vehicle safety, cleanliness of the facility, and management of complaints. These findings identify the important service attributes that public transportation services in Kuala Lumpur need to prioritise. This study will help ascertain whether service quality meets or exceeds the expectations of the passengers. 

Prioritising SERVQUAL Dimensions to Improve Trade Show Performance

2021 ◽  
Author(s):  
Dheeraj P. Sharma ◽  
Shivendra K. Pandey ◽  
Ashish K. Gupta ◽  
Rajat Sharma
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Relative Importance ◽  
Ongoing Debate ◽  
Trade Show ◽  
Equation Modelling ◽  
Trade Shows

The purpose of this paper is to examine the suitability of SERVQUAL for trade shows. Theobjective is to identify the significant SERVQUAL dimensions and their relative importance toincrease the purchase intention of visitors to a trade show. The study uses a survey of 400visitors to a big trade fair. Structural equation modelling was used to determine the relativeimportance of the dimensions. Results suggest that SERVQUAL is well suited for assessing theservice quality of trade shows. The tangibility and assurance are the two most significant factorsinfluencing the purchase intention of trade show visitors. Exhibitors should enhance tangibilityin trade shows by methods such as display of product or product prototypes, brochures, andscreens. Further, they should increase assurance by displaying medals and awards won, qualitycertifications achieved, testimonials of past satisfied consumers, and experienced salespeople atthe trade show counters. Trade show organisers should attract big brands for the exhibition toenhance assurance. The present study contributes to the ongoing debate on the relevance ofSERVQUAL in the trade show context. The study demonstrates that SERVQUAL is a decentmeasure to study service quality in trade shows even though the majority literature claimsotherwise. Further, the present research prioritises the SERVQUAL dimensions, helpingmanagers to design customer-oriented sales strategies.

User Perception towards Ride hail Service: A case of Nagpur city, India

2021 ◽  
pp. 1-16
Author(s):  
B. Raghuram Kadali
Keyword(s):  
Public Transport ◽  
Public Transportation ◽  
Online Survey ◽  
University Campus ◽  
User Perception ◽  
Contributing Factors ◽  
Transportation Services ◽  
The Public ◽  
Shared Service

In recent times, there is an increase in the utilization of the ride-hail service (viz., mobile application-based shared service) by the younger generation due to tremendous changes in technology, extensive usage of smartphones, and perceived convenience during travelling. For evaluating ride-hail service further, it is necessary to understand the user perception towards the ride-hail service and public transportation system (viz., bus in this case) to efficiently plan the public transportation services. Hence, the present study analyzes user perception while making trips, using ride-hail service and public transport buses. A long stretch of 3.8 km has been selected in the Nagpur city for the study and the stretch attracts a good number of trips by ride-hailing and public transportation. To perform the analysis, a survey has been conducted in the stretch which includes an online survey (viz., based on the Google form) and an offline survey (viz., at selected bus stops on the route between university campus and shopping complex). A binary logit model has been developed to understand the user perception towards ride-hail service and to identify the significant contributing factors towards the preference of the ride-hail service over the public transport bus. From the model results, it has been noted that age, accessibility, waiting time, travel time, income, and travel cost of the trip are the most significant contributing factors that affect user decision for availing the ride-hail service. It has been concluded from the study that the inferences obtained would be useful in the direction of developing warrants for transport planners and policymakers to improve the service quality of public transport buses (viz., frequency and routes) in cities especially in the Indian context.

scholarly journals COMMUTERS’ PERCEPTIONS ON RAIL BASED PUBLIC TRANSPORT SERVICES: A CASE STUDY OF KTM KOMUTER IN KUALA LUMPUR CITY, MALAYSIA

2013 ◽  
Vol 11 (3) ◽  
Author(s):  
Syahriah Bachok ◽  
Mariana Mohamed Osman ◽  
Ummi Aqilah Khalid ◽  
Mansor Ibrahim
Keyword(s):  
Public Transport ◽  
Public Transportation ◽  
Traffic Congestion ◽  
Urban Traffic ◽  
Attractive Alternative ◽  
Kuala Lumpur ◽  
Transportation Services ◽  
Probabilistic Sampling ◽  
Physical Conditions ◽  
Transport Services

In facing the challenges of urban traffic congestion, when people are becoming more dependent on private vehicles, public transportation services should be functioning effectively as attractive alternative modes. This research evaluates how rail public transport users perceive day to day quality of the provided services. The study investigates commuters‟ satisfaction levels of various trip making aspects on board KTM Komuter trains, a commuter services operated by the company Keretapi Tanah Melayu Berhad (KTMB), a heavy rail operator in Kuala Lumpur, Malaysia. A systematic probabilistic sampling questionnaire survey was conducted among the users during the month of December 2011 until March 2012. A sample of 1000 questionnaire forms returned by respondents have been gathered for purposes of ascertaining the overall satisfaction level and analysis on selected aspects of the performance indicators. The results have shown that the majority of the respondents perceived KTM Komuter services to be below the levels that the users had expected, especially the non-adherence to published schedule and travel times, frequency or headways, capacity, the physical conditions of the rail coaches and the information on delays. Most of them expected better services to increase their satisfaction levels. Hence, it is concluded that for the rail public transportation to be sustainable and continuously relevant, the operator has to increase KTM Komuter‟s effectiveness and efficiency or the services have to in the least remain attractive to the existing users.

scholarly journals Persamaan Struktur Loyalty Modelling Pengguna Public Transport Railway MRT- SBK Greaters Kuala Lumpur Malaysia

2020 ◽  
Vol 20 (3) ◽  
pp. 895
Author(s):  
Amsori M Das
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Structural Equation ◽  
Structural Model ◽  
Influential Factor ◽  
Kuala Lumpur ◽  
Service Value ◽  
Positive Effects ◽  
Passenger Satisfaction ◽  
Willingness To Use

In the context of transportation, the passenger loyalty is a measurement of the level of passenger’s willingness to use a similar public transport. The goal of this study is to examines and identifies factors that influencing passenger loyalty. Three factors such as satisfaction, service value, services quality was predicted as an influential factor towards passengers’ loyalty. The Mass Rapid Transit (MRT) for Sungai Buloh to Kajang (SBK) line in Kuala Lumpur conurbation was used as a case study and 555 respondents have contributed to this study. Structural equation modelling (SEM) was used to investigate the relationship between service quality, service value, passenger satisfaction and passenger loyalty. Satisfaction has the most significant influence on passenger loyalty. Service value has direct and positive effects on passenger loyalty. This study also found the service quality has significant indirect effect on the passenger loyalty via service value and passenger satisfaction.The structural model for investigating the loyalty of MRT-SBK users to this service has been analysed and tested using the service quality, satisfaction and quality value showed 75% positive change for all variables. These models recorded average errors and absolute index evaluation in accepted criteria of ≤ 0.09 and ≥ 0.94 respectively. The study reveals that MRT-SBK passengers’ loyalty is significantly influenced by service attributes, such as vehicle safety, convenience, punctuality, comfort, cleanliness of the facility provided. This study helps MRT service provider to optimize resource to enhance user’s satisfaction and therefore, increase the passenger loyalty

scholarly journals Predicting the Use of Public Transportation: A Case Study from Putrajaya, Malaysia

2014 ◽  
Vol 2014 ◽  
pp. 1-9 ◽  
Author(s):  
Muhamad Nazri Borhan ◽  
Deprizon Syamsunur ◽  
Norliza Mohd Akhir ◽  
Muhamad Razuhanafi Mat Yazid ◽  
Amiruddin Ismail ◽  
...  
Keyword(s):  
Environmental Impact ◽  
Service Quality ◽  
Public Transport ◽  
Public Transportation ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Equation Model ◽  
The Public ◽  
Positive Effects ◽  
Willingness To Use

Putrajaya is a new federal administrative capital of Malaysia which has been set to achieve a 70% share of all travels by public transport in the city area. However, the current modal split between the public transport and private transport is 15 : 85. In order to understand travelers’ willingness to use the public transport, a conceptual model has been developed to determine the factors that affect them to use the public transport instead of travelling in their own cars. Various variables such as service quality, environmental impact, attitude, and behavior intention were analyzed and tested using structural equation model (SEM). Results indicate that the service quality and attitude are found to have positive effects on the behavioral intention of taking the public transport. Other than this, this study also shows that the service quality and environmental impact have some positive influences on the attitude to using the public transport. However, environmental impact has no significant, positive, and direct effect on behavioral intention. The results of this study demonstrate that the model that was developed is useful in predicting the public transport and it could provide a more complete understanding of behavioral intention towards public transport use.

scholarly journals Cluster Analysis of the Routes of the New Management Model for Surface Urban Passenger Mass Transit

2020 ◽  
Vol 17 (4) ◽  
pp. 182-195
Author(s):  
M. A. Kudryashov ◽  
R. S. Ayriev ◽  
G. M. Ovnanyan
Keyword(s):  
Cluster Analysis ◽  
Public Transport ◽  
Public Transportation ◽  
Classical Method ◽  
Mass Transit ◽  
Urban Traffic ◽  
Management Model ◽  
Transportation Services ◽  
Transport Services

The city of Moscow has implemented a new management model for surface urban passenger transportation (NMM). To consistently monitor the quality of transportation services it is suggested to introduce a methodology of its assessment. The methodology for assessing quality of public transport services is supposed to be tested on routes serviced by commercial enterprises under state contracts for provision of public transportation services by public transport on the routes of regular passenger and baggage transportation by road in urban traffic. The objective of the research was to select objects in order to test the methodology for assessing quality of public transportation services provided by surface urban public mass transit (SUPMT) on routes serviced in the framework of NMM. A scientifically substantiated partition of a given sample of routes has been performed. The routes have been classified using the classical method of hierarchical cluster analysis, where the Euclidean distance with a single rule of cluster joining was used as a measure of proximity. The clustering procedure was performed using the Ward method. Based on the results of the cluster analysis, ten routes were selected that are subject to further analysis.

scholarly journals COMMUTERS PERCEPTIONS ON RAIL BASED PUBLIC TRANSPORT SERVICES: A CASE STUDY OF KTM KOMUTER IN KUALA LUMPUR CITY, MALAYSIA

2013 ◽  
Vol 11 ◽  
Author(s):  
Syahriah Bachok ◽  
Mariana Mohamed Osman ◽  
Ummi Aqilah Khalid ◽  
Mansor Ibrahim
Keyword(s):  
Public Transport ◽  
Public Transportation ◽  
Traffic Congestion ◽  
Urban Traffic ◽  
Attractive Alternative ◽  
Kuala Lumpur ◽  
Transportation Services ◽  
Probabilistic Sampling ◽  
Physical Conditions ◽  
Transport Services

In facing the challenges of urban traffic congestion, when people are becoming more dependent on private vehicles, public transportation services should be functioning effectively as attractive alternative modes. This research evaluates how rail public transport users perceive day to day quality of the provided services. The study investigates commuters‟ satisfaction levels of various trip making aspects on board KTM Komuter trains, a commuter services operated by the company Keretapi Tanah Melayu Berhad (KTMB), a heavy rail operator in Kuala Lumpur, Malaysia. A systematic probabilistic sampling questionnaire survey was conducted among the users during the month of December 2011 until March 2012. A sample of 1000 questionnaire forms returned by respondents have been gathered for purposes of ascertaining the overall satisfaction level and analysis on selected aspects of the performance indicators. The results have shown that the majority of the respondents perceived KTM Komuter services to be below the levels that the users had expected, especially the non-adherence to published schedule and travel times, frequency or headways, capacity, the physical conditions of the rail coaches and the information on delays. Most of them expected better services to increase their satisfaction levels. Hence, it is concluded that for the rail public transportation to be sustainable and continuously relevant, the operator has to increase KTM Komuter‟s effectiveness and efficiency or the services have to in the least remain attractive to the existing users.

scholarly journals A Study to Analyse the Perception of Commuters' towards Service Quality of Delhi Metro Rail Corporation: Empirical Study

2021 ◽  
Vol 12 (5) ◽  
pp. 701-708
Author(s):  
Yogendra Pal Bharadwaj, Mukesh Singh
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Structural Equation ◽  
Five Dimensions ◽  
The Public ◽  
Predictive Variables ◽  
The Common ◽  
Convenience Sampling ◽  
Modern Era

In modern era of globalization, the services being offered by the public transportation require to gauge sensitivity about the services offered to the common masses. In this context, this study examined the perception of commuters on service quality offered by Delhi Metro Rail Corporation and its impact on the commuter’s satisfaction. Therefore, five dimensions of service quality have been taken (reliability, tangibility, empathy, safety & security, commuters’ friendliness) as predicting variables towards the commuters’ satisfaction of DMRC. This research was carried out on behalf of a convenience sampling approach using basic condition and structural equation modelling with an aggregate of 1045 questionnaires distributed among commuters via electronic form as well as simple form. The results of factual tests show that four out of five predictive variables viz., commuters’ friendliness, tangibility, safety & security, empathy have pragmatic percussion, while reliability and commuter’s friendliness has no remarkable influence on customer’s satisfaction.

scholarly journals TINGKAT KEPUASAN AUDITI INSPEKTORAT JENDERAL KEMENTERIAN PERTANIAN

2016 ◽  
Vol 23 (2) ◽  
pp. 185
Author(s):  
Evy Fachraini Winniasri
Keyword(s):  
Service Quality ◽  
Internal Control ◽  
Structural Equation ◽  
Quality Model ◽  
Five Dimensions ◽  
Equation Modelling ◽  
Controlling System ◽  
Audit Activity ◽  
Quality Instrument

Level of Auditee Satisfaction is important for the Inspectorate General of the Ministry of Agriculture, in order to identify the weakness of each dimension in delivering internal controlling activity and to determine the performance of internal controlling system in the Ministry of Agriculture. The objectives of this study are to analyze auditee satisfaction of internal control held by Inspectorate, to determine factors influencing auditee satisfaction, and to formulate strategies in increasing auditee satisfaction. Service Quality model was used to measure the perception of vertical institution under the authority of the Ministry of Agriculture on services received from Inspectorate. There were five dimensions that were measured, i.e tangibility, reliability, assurance, responsiveness, and empathy. Data were collected from 193 respondents. The study used Structural Equation Modelling (SEM) and software LISREL for data processing. The result reflected that all variables were significantly correlated to each dimension of Service Quality instrument and significantly influenced auditee satisfaction. Satisfactions were measured through overall satisfaction, the function of internal control related with non audit activity and the quality of audit report. Tangibility was the most significant factor influencing auditee satisfaction.

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