Rail Service Quality and Customer Satisfaction in Malaysia

  • Noor Malinjasari Ali Universiti Teknologi MARA, Cawangan Terengganu
  • Siti Fatimah Mardiah Hamzah Universiti Teknologi MARA, Cawangan Terengganu
  • Raslina Mohamed Nor Universiti Teknologi MARA, Cawangan Terengganu
  • Ruzaidah A. Rashid Universiti Teknologi MARA, Cawangan Terengganu
  • Suzila Mat Salleh Universiti Teknologi MARA, Cawangan Terengganu
  • Hasmida Mohd Noor Universiti Teknologi MARA, Cawangan Terengganu
  • Rahayu Izwani Borhanuddin Universiti Teknologi MARA, Cawangan Johor


The purpose of the research is to analyze the relationship between rail service quality and customer satisfaction. A total of 356 sets of questionnaires were distributed via email to passengers of rail transport in Malaysia and a total of 258 questionnaires were usable for the analysis. Using Pearson correlation analysis and multiple regression analysis our research found that only four rail service quality dimensions namely reliability, responsiveness, convenience, and connection are significant in predicting customer satisfaction. For future research, it is suggested that researchers use a bigger sample size and qualitative analysis for in-depth analysis.


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How to Cite
ALI, Noor Malinjasari et al. Rail Service Quality and Customer Satisfaction in Malaysia. Jurnal Intelek, [S.l.], v. 17, n. 2, p. 198-207, july 2022. ISSN 2682-9223. Available at: <https://myjms.mohe.gov.my/index.php/intelek/article/view/18213>. Date accessed: 05 feb. 2023. doi: https://doi.org/10.24191/ji.v17i2.18213.