THE INFLUENCE OF SERVICE QUALITY ON TOURIST LOYALTY: A CASE OF ELECTRIC TRAIN SERVICES (ETS)

AbstractThis research is about service quality (responsiveness, reliability, tangible, safety and security) dimensions becoming major determinants of passenger satisfaction towards Electric Train Services (ETS). The significance of this study is intended to assist Keretapi Tanah Melayu Berhad (KTMB) to establish the service offered and to identify the important aspects of service quality that affect passenger satisfaction. A total of 280 questionnaires were distributed to ETS passengers, who were using the service from Kuala Lumpur Sentral Station to Padang Besar Station. The main objective of this study was to investigate the relationship between service quality dimensions and passenger satisfaction towards ETS. Data gathered were analyzed using partial least square (PLS) method. The study concluded that service quality dimensions are the factors affecting the passenger satisfaction towards ETS. In addition, service quality can also define the significant relationship between passenger satisfaction towards ETS. Other than that, several useful recommendations were made regarding the findings of this study.

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Service Quality on Electric Train Services (ETS) in Kuala Lumpur Malaysia

The Journal of Management Theory and Practice (JMTP) ◽

10.37231/jmtp.2020..0.42 ◽

2020 ◽

pp. 1-6

Author(s):

Sulaiman Abdullahi Bambale ◽

Ibrahim Abdul malik ◽

Kaltume Mohammed Kamselen

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Future Research ◽

Research Needs ◽

Business Service ◽

Kuala Lumpur ◽

Five Dimensions ◽

Train Station ◽

Train Services ◽

Electric Train

Service quality has been seen to play an important role and it also affect the customer satisfaction in Business. Service quality has become a distinct and important aspect of the product and service Offerings. This study try to examine the service quality on the customer satisfaction of electric train service (ETS) industry in Kuala Lumpur Malaysia. The paper make emphases on the five dimensions of service quality which involves; tangible, responsiveness, assurance, reliability and the empathy. Questionnaires were distributed in other to collect data from the ETS passengers of the Kuala Lumpur Malaysia train station. The hypotheses were developed based on the causal relationships between service quality and customer satisfaction and data was analysed using SPSS Statistics version 25. The results from this study shows a positive relationship between customer satisfaction and the five dimensions of service quality. The outcome of this study would assists ETS to know more about their customer’s satisfaction and can also help them in improving their service quality to customers. Future research needs to focus more examining other related variables on service quality.

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How Service Quality Affects Customer Satisfaction: A Study of Malaysian Electric Train Service (ETS)

Journal of International Business and Management ◽

10.37227/jibm-2019-04-67/ ◽

2020 ◽

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Negative Correlation ◽

Statistical Technique ◽

Northern Region ◽

Future Research ◽

Research Needs ◽

Causal Relationships ◽

Five Dimensions ◽

Electric Train

Service quality played an important role and it affected to the customer satisfaction. Service quality has become a distinct and important aspect of the product and service Offerings. In this study, we investigated the effects of service quality on customer satisfaction in electric train service (ETS) industry Malaysia, focusing on the five dimensions in service quality which is tangible, responsiveness, assurance, reliability and empathy. Questionnaires were used to collect the data from ETS passengers at northern region Malaysia KTMB station. The hypotheses on the causal relationships among service quality and customer satisfaction were tested by using IBM SPSS Statistics version 23 statistical technique. The results show negative correlation between the customer satisfaction and five dimensions in service quality. This study helps ETS to know about their customer’s satisfaction and can help them improve their service quality. Future research needs to be done to investigate in details about this study. Keywords: Service Quality, Customer Satisfaction, Electric Train Service (ETS), Malaysia.

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Addressing nodal constraints on the capacity of railways

Proceedings of the Institution of Mechanical Engineers Part F Journal of Rail and Rapid Transit ◽

10.1177/0954409717706271 ◽

2017 ◽

Vol 231 (5) ◽

pp. 637-646

Author(s):

John Armstrong ◽

John Preston ◽

Chris Potts ◽

Tolga Bektas ◽

Dimitris Paraskevopoulos

Keyword(s):

Service Quality ◽

Network Capacity ◽

Freight Transport ◽

Capacity Utilisation ◽

Railway Network ◽

Train Services ◽

Additional Capacity

As the demand for passenger and freight transport on Britain’s railways increases, providing additional capacity and making the best use of the existing infrastructure are priorities for the industry. Since the stations and junctions forming the nodes of the railway network tend to form the constraints on route and network capacity, improved understanding of their operation and capacity characteristics is particularly important. This paper describes the research undertaken to improve the understanding of nodal capacity and capacity utilisation, and to route and schedule trains more efficiently through nodes, thus improving service quality and/or releasing capacity for additional train services.

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The Influence of Service Quality and Price on the Interest of Commuterline KRL Passengers

Ilomata International Journal of Management ◽

10.52728/ijjm.v1i1.29 ◽

2019 ◽

Vol 1 (1) ◽

pp. 13-18

Author(s):

Waode Utari Nur Aisyah ◽

Fahruddin Salim ◽

Mohammad Sofyan

Keyword(s):

Service Quality ◽

Traffic Congestion ◽

Service Providers ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Quality Service ◽

The Public ◽

Transportation Service ◽

Ticket Prices ◽

Electric Train

This electric train transportation facility is a means of transportation that avoids traffic congestion because it has its own route. Transportation competition can be seen through aspects of service quality to transportation service providers. The excellence of the company can be demonstrated by providing good quality service and striving for affordable ticket prices by the public. This study aims to determine and analyze the effect of Service Quality and Prices on Commuterline KRL Passenger Interest. This study used 125 respondents who used the commuterline train at Tanjung Priok station. This study used a quantitative method with multiple linear regression analysis taking data by distributing questionnaires. Sampling in this study using nonprobability sampling techniques. The results of the analysis partially and simultaneously show that service quality and price affect the interests of passengers.

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SERVICE QUALITY ANALYSIS OF ARGO PARAHYANGAN TRAIN AS A TOOL FOR IMPROVING THE SERVICE

10.31227/osf.io/uzkh3 ◽

2018 ◽

Author(s):

Rorim Panday

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Services Quality ◽

Descriptive Analysis ◽

Quality Analysis ◽

Passenger Satisfaction ◽

Level Of Satisfaction ◽

Train Services ◽

Level Of Importance

Argo Parahyangan train is executive train for Jakarta-Bandung route, can be reached in 3 hours, with comfortable sitting in air condition compartment. This train becomes a favorite by executives. But the service of Argo Parahyangan is through decrease in quality of service. It can be known, because heard many complain about the service. This research is done by related to the variables of service quality at the train. Services quality cover three area that are service at ticket window, service at station and service in compartment. 18 variables have just identified. By 100 respondents’s passenger as randomly, it got data using questionnaire. The opinion related to level of importance variables and level of service quality variables. In analyzing the data used multi variate method and descriptive analysis. The result as follow : (1) The quality of service is in range badly to good enough, (2)The quality of service is not meet the passenger expectation, (3) The level of passenger satisfaction (average ) is 70,90 %, and (4) Only 4 variables that significant influence to level of satisfaction, are : X1 - Accurateness of time travel, X3 - Service at ticket window, X11- Temperature in compartment, X12- Cleanness in compartment.

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Impact of Train and Station Types on Perceived Quality of Rail Service

Transportation Research Record Journal of the Transportation Research Board ◽

10.3141/2648-06 ◽

2017 ◽

Vol 2648 (1) ◽

pp. 51-59 ◽

Cited By ~ 3

Author(s):

Fredrik Monsuur ◽

Marcus Enoch ◽

Mohammed Quddus ◽

Stuart Meek

Keyword(s):

Service Quality ◽

High Speed ◽

Negative Impact ◽

Sociodemographic Factors ◽

Long Distance ◽

High Speed Rail ◽

Passenger Satisfaction ◽

Train Services ◽

The Impact ◽

Age Category

This paper highlights the impact of train and station types in the evaluation of service quality. A range of relevant trip and sociodemographic factors was taken into account. A partial constrained proportional odds model (an extension of the ordered logit model) was applied to data extracted from the 32nd wave of the National Rail Passenger Survey conducted in spring 2015. This survey constituted about 30,000 trip-level observations of passenger satisfaction with rail services across Great Britain. The results indicated that the impact of train type on service quality was significant. With regard to the type of train services, the modeling results indicated that high-speed rail, long-distance rail, interurban rail, and, especially, open-access operators were more likely to have satisfied customers as compared with commuter and rural railway services. With regard to stations, users of the smallest station category were more likely to be satisfied than users of larger stations, but other station types did not significantly affect satisfaction. Delays had a significant negative impact on satisfaction levels. With regard to passenger segments, respondents in the oldest age category were more likely to be satisfied than respondents in the youngest age category, and commuters were less likely to be satisfied than respondents on a business or leisure trip. Overall, these results show how train operating companies might best focus their efforts on improving passenger satisfaction according to train type, station type, trip stage, and user segment.

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