scholarly journals PERCEIVED SERVICE QUALITY, SATISFACTION AND BEHAVIOURAL INTENTION OF MASS RAPID TRANSIT (MRT) IN MALAYSIA

2019 ◽  
Vol 4 (17) ◽  
pp. 28-33
Author(s):  
Monizaihasra Mohamed ◽  
N Alia Fahada W Ab Rahman ◽  
Farizah Sulong
Keyword(s):  
Service Quality ◽  
Behavioural Intention ◽  
Rapid Transit ◽  
Transit System ◽  
Perceived Service Quality ◽  
The Public ◽  
New Public ◽  
Klang Valley ◽  
Simple Sampling ◽  
Mass Rapid Transit

The main aim of this study was to identify factors that influence the behaviour of consumers of the relatively new public transit system operating in Malaysia, the Mass Rapid Transit (MRT). Specifically, the objective of this study was to examine the relationship between perceived service quality, satisfaction and behavioural intention of MRT users in Malaysia. The structured questionnaire will be used as the primary method for collecting data from MRT users around the Klang Valley. They will be selected based on simple sampling techniques. The questionnaire developed will use instruments taken from previous studies. Feedback from MRT users to be collected at a mall intercept around Klang Valley will be analysed using Structured Equation Modelling (SEM) technique. The findings of this study are expected to help policy makers, especially transport policy to determine the direction of developing the public transport industry in Malaysia to improve the quality of life of the public service users in Malaysia, as well as contribute to the development and economy of the local and national population.

Commuter-Centric Resilience Index for Rapid Transit System Networks: Case Study of the Singapore Mass Rapid Transit Network

2017 ◽  
Vol 2648 (1) ◽  
pp. 111-116
Author(s):  
Jian Sheng Yeung ◽  
Jason B. P. Lee ◽  
Yun Han Wee ◽  
Keng Seng Mak
Keyword(s):  
Rapid Transit ◽  
Transit System ◽  
Transit Systems ◽  
Transit Network ◽  
The Public ◽  
Commute Time ◽  
Resilience Index ◽  
Rail Line ◽  
Mass Rapid Transit

Rapid transit systems (RTSs) will increasingly play an important role in the daily commute. However, RTSs are complex systems and are susceptible to degradation over time, and recurring RTS service disruptions are inevitable. Therefore, resilience should be considered in the design of an RTS network, to provide commuters alternative paths that enable them to work around service disruptions. This paper proposes a commuter-centric resilience index for RTS networks that is based on the concept of an acceptable commute time. The proposed index was applied to the Singapore Mass Rapid Transit network, and the findings revealed that the introduction of each new rail line increased the resilience of the RTS network. Ring lines or orbital lines appeared to be most effective in improving network resilience. The resilience index can also be determined for individual stations to help planners identify gaps in the RTS network and to provide useful insight for land use and transport planning. The proposed index would be applicable to RTS networks in other cities or regions, but while information on an RTS network can be sourced from the public domain, computation of the index requires the corresponding commuter trip data.

scholarly journals THE RELATIVE IMPORTANCE OF BUS SYSTEM’S PERCEIVED SERVICE QUALITY (PSQ) ATTRIBUTES AMONG PUBLIC AND PRIVATE MODE USERS IN INDONESIA

2021 ◽  
pp. 1-10
Author(s):  
Sugiarto Sugiarto ◽  
Heru Fahlevi ◽  
Ashfa Achmad ◽  
Lia Fajri ◽  
Tomio Miwa
Keyword(s):  
Service Quality ◽  
Quality Attributes ◽  
Public And Private ◽  
Perceived Service Quality ◽  
The Public ◽  
Public Transport System ◽  
Bus Stop ◽  
Transportation Sector ◽  
And Performance ◽  
Bus Travel Time

Importance-Performance Analysis (IPA) is a common approach usually applied in examining public satisfaction and has been adopted in the transportation sector to measure the quality of service provided by the public transport system. This study, therefore, investigated the relative important service quality attributes of bus systems among both public and private modes of transportation users in Banda Aceh in Indonesia. An urban bus system known as the “Trans Koetardja” was used as a case study and a questionnaire designed based on preference survey was applied. A total of 200 samples comprising of 100 bus users and 100 private mode users including cars and motorcycles were used for the preliminary study. Moreover, the IPA approach was used to evaluate the Trans Koetaradja service quality attributes based on importance and performance classification. The quadrant grid plot showed the need for the operators to allocate their resources towards improving their services by considering (a) an improvement in bus stop facilities, (b) enhancement in the route and accurate timetable, and (c) shortening bus travel time and waiting time in the bus stop.

Slums of Chennai around the Buckingham Canal - with special reference to Govindaswamy Nagar

2018 ◽  
Vol 2 (2) ◽  
pp. 15
Author(s):  
Dr. B Jishamol
Keyword(s):  
Special Reference ◽  
Urban Poor ◽  
Tamil Nadu ◽  
Critical Issue ◽  
The Other ◽  
Rapid Transit ◽  
Transit System ◽  
Economic Issues ◽  
Slum Dwellers ◽  
Mass Rapid Transit

Buckingham Canal bank was an important water - way of old Madras. It has been facing slow death due to many reasons such as encroachments by various constructions like MRTS (The Mass Rapid Transit System is popularly called MRTS), and also the Urban poor, the slum dwellers. The slum dwellers face various problems like, flooding, insanitary conditions, health and socio-economic issues. One of the major issue is the eviction process. In this link, the Elango Street of Govindaswamy Nagar has been allotted by the Tamil Nadu Slum Clearance Board based on G.O.Ms.No 163 Housing (F) Department, Dated 28.02.1973. Elango Street escapes all the natural problems the other slums are facing, but it is expected to be evicted. This critical issue made the researcher to compare Elango Street of Govindaswamy Nagar with the other slums on the banks of Central Buckingham Canal.

KVMRT Challenges – Elevated Viaducts and Station Structures

2018 ◽  
Author(s):  
ChongLing Wong
Keyword(s):  
Public Transportation ◽  
Transportation Network ◽  
Economic Trend ◽  
Capital City ◽  
Project Delivery ◽  
Rail Transit ◽  
Kuala Lumpur ◽  
Transit System ◽  
The Public ◽  
Klang Valley

<p>Malaysia’s capital city Kuala Lumpur has been experiencing urbanization growth spurts in the last two decades, in tandem with her rapid economic expansion and progress towards a developed nation. Trailing this economic trend is the need to improve and expand public transportation, particularly in the railway sector. The Klang Valley Mass Rapid Transit (KVMRT) rail transit system was conceived to meet that need and complement the existing public transportation network.</p><p>The first KVMRT metro line commonly known as the SBK line which connects Sg Buloh township in the northern-west and Kajang in the southern-east, was delivered and fully opened to the public ahead of schedule on 17 July 2017. The success of the project was achieved through significant efforts in surmounting many challenges in different aspects. This paper shares the experiences from the perspective of the Project Delivery Partner (PDP) in the planning, design and construction of the viaducts and station structures.</p>

A Hybrid Approach Based on SERVQUAL, SERVPERF, and IPA for Measuring Transit Service Quality

2020 ◽  
pp. 295-311
Author(s):  
Mohamad Haidar
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Social Environment ◽  
Public Perception ◽  
Hybrid Approach ◽  
Transit System ◽  
The Public ◽  
International Graduate ◽  
The City

The purpose of this chapter is to discuss the public perception of the quality of service in the public transit system in Montreal using a combination of analyses and surveys. The results are used to make recommendations to improve the STM and its perception. General guidelines of SERVQUAL with some additional questions that are more specific to the current social environment of the city are presented. A survey was conducted by asking 250 international graduate Concordia students to rate a series of statements based on the importance of the issue and how much they agreed with the statement, the results were analyzed using three methods: SERVQUAL, SERVPERF, and IPA. The improvement of timetable synchronization between different metro lines and buses is crucial, as well as the education of STM employees in terms of dealing with different ethnicities, languages, and backgrounds are found. The chapter is a rare outside look at the STM and how users perceive the quality of the service, as opposed to the usual internal studies done by the organization itself.

Employees’ customer orientation and customer satisfaction in the public utility sector

2019 ◽  
Vol 10 (4) ◽  
pp. 408-423 ◽  
Author(s):  
Wenyuan Li ◽  
Wisdom Wise Kwabla Pomegbe ◽  
Courage Simon Kofi Dogbe ◽  
Jewel Dela Novixoxo
Keyword(s):  
Economic Growth ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Orientation ◽  
Public Institutions ◽  
Public Utility ◽  
Public Institution ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Public

Purpose The purpose of this paper is to ascertain how perceived service quality mediates employees’ customer orientation and customer satisfaction in the public utility sector. Design/methodology/approach The study focused on the commercial customers (small and medium-scale enterprises– (SMEs)) of Electricity Company of Ghana Ltd. There were 350 SMEs sampled for the study, and each had no more than 99 employees. Respondents were either owner-managers or employee-managers. Structural equation model (SEM) was used in estimating the effects among the variables studied. Findings Most public institutions have a built-in customer base, and therefore places less emphasis on employees’ customer orientation. This notwithstanding, findings revealed that employees’ customer orientation behaviors significantly impacted customers’ perceived service quality and satisfaction toward public institutions. Similarly, customers’ perceived service quality influenced their satisfaction toward public institutions. SMEs serve as an engine for economic growth in an economy, and therefore public institutions must consider their peculiar needs in the delivery of service to them. Originality/value This study pointed out that, employees’ customer orientation behaviors of public institutions have an influence on customers’ perceived service quality and satisfaction. Previous studies on these concepts have largely focused on the private sector, where there are lots of competition. This study also specifically studied commercial customers (SMEs) of public institution, which is quite novel, especially in relation to the concepts studied. And the contribution of SMEs to economic growth makes their study even much more important.

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