The Influence of Service Quality and Passenger Satisfaction Towards Electric Train Services (ETS): A PLS-SEM Approach

IF 0.4 Q4 MANAGEMENT Foundations of Management Pub Date : 2019-01-01 DOI:10.2478/fman-2019-0005

Azmi Mat, Norliza Saiful Bahry, Nur Liana Kori, Z. Munir, N. M. Daud

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引用次数: 3

Abstract

Abstract This 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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服务质量和乘客满意度对电动列车服务（ETS）的影响：PLS-SEM方法

摘要本研究是关于服务质量(响应性、可靠性、有形性、安全性和安全性)维度成为乘客对电动列车服务(ETS)满意度的主要决定因素。本研究的意义在于协助KTMB建立所提供的服务，并找出影响乘客满意度的服务质量的重要方面。总共有280份问卷被分发给乘坐从吉隆坡中央车站到巴东Besar车站服务的ETS乘客。本研究的主要目的是探讨服务质量维度与乘客对ETS满意度之间的关系。收集的数据采用偏最小二乘法(PLS)进行分析。研究结果表明，服务质量维度是影响乘客对ETS满意度的主要因素。此外，服务质量也可以定义乘客对ETS满意度的显著关系。除此之外，本研究还就研究结果提出了一些有用的建议。

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