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

Abstract

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.

References

Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28
Bhattacherjee, A., (2001) Understanding information systems continuance: an expectation-confirmation model. MIS Quaterly, 351 - 370
Bellizi, M. G., Eboli, L. & Mazzulla, G. (2020). Air transport service quality factors: A systematic literature review. Transportation Research Procedia, 218 – 225.
Cavana, R.Y., Corbett, L.M., and Lo, Y. (2007). Developing zones of tolerance for managing passenger rail service quality. International Journal of Quality and Reliability, 7 – 31.
Farooq M.S, Salam, M. Fayolle, A., Jaafar, N. & Ayupp, K. (2018), Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach, Journal of Air Transport Management vol 67 pp:169-180, https://doi.org/10.1016/j.jairtraman.2017.12.008
Fu, X. M., Zhang, J. H., & Chan, F. T. S. (2018). Determinants of loyalty to public transit: A model integrating satisfaction loyalty theory and expectation-confirmation theory. Transportation Research Part A, 113, 476-490.
Guirao B., Garcia-Pastor, A., & Lopez-Lambas, M. E. (2016). The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners’ needs. Transport Policy, 49, 68-77.
Hananto, D., & Ali, S. (2019). Effect of service quality and satisfaction level on consumer loyalty of MRT Trans: Case study in Siputat area. Advance in Economic, Business, and Management Research, Atlanta Press, 132, 217-223.
Hassan, M. U., Malik, A. A., Imran, M., Hasnain, A., & Abbas, J. (2013). Relationships among customers’ perceived service quality, satisfaction, and loyalty in the retail banking sector of Pakistan. World Applied Sciences Journal, 24(8), 1020-1030.
Irtema, M. I. H., Ismail, A., Borhan, N. M., Das, M. A., & Alshetwi, B. Z. A. (2018). Case study of the behavioral intentions of public transportation passengers in Kuala Lumpur. Case Study on Transport Policy, 6, 462-474.
Ibrahim, A. N. H., Borhan, M. N., Yusoff, N. M., & Ismail, A. (2020). Rail-based public transport service quality and user satisfaction: A literature review. Promet – Traffic and Transportation, 32(3), 435-447.
Joudeh, J. M. M., & Dandis, A. O. (2018). Service quality, customer satisfaction, and loyalty in an Internet service provider. International Journal of Business and Management, 13(8), 108-120.
Junardy, K. B. W., & Hati, S. R. H. (2017). Influence of RAILQUAL on passenger satisfaction: Study of Indonesian intercity trains. In K. S. Soliman (Ed.), Proceedings of the 30th International Business Information Management Association Conference, IBIMA 2017 - Vision 2020: Sustainable Economic development, Innovation Management, and Global Growth (pp. 5006-5015)
Khalid, U. A., Bachok, S., Osman, M. M., & Ibrahim, M. (2014). User perceptions of rail public transport services in Kuala Lumpur, Malaysia, KTM Komuter. Procedia: Social and Behavioral Sciences, 153, 566-573.
Khander M., Habib, N., Kattan, L. & Md. Tazul Islam (2010), Model of personal attitudes towards transit service quality, Journal of Advanced Transportation, 2011;45:27-285, https://doi.org/10.1002/atr.106
Kumar, A. (2017). Effect of service quality on customer loyalty and the mediating role of customer satisfaction: An empirical investigation for the telecom service industry. Journal of Management Research and Analysis, 4(4), 159-166.
Lierop, D. O., & Geneidy, A. E. (2016). Enjoying loyalty, the relationship between service quality, customer satisfaction, and behavioral intention in public transit. Research in Transport Economics, 59, 50-59.
Mah. P. Y., & Maria, A. R. (2019). The mediating role of satisfaction in developing customer loyalty in the Malaysian telecommunication industry. Academy of Entrepreneurial Journal, 25 (1), 1-12.
Masirin, M.I.M., Salin, A.M., Zainorabidin, A., Martin, D., & Samsuddin, N. (2017). Review on Malaysian Rail Transit operation and management system: Issues and solution in integration. International Research and Innovation Summit (IRIS2017). https://doi:10.1088/1757-899X/226/1/012029
Miranda, S., Tavares, P., & Queiro, R. (2018). Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway station. Journal of Business Research, 89, 371-377.
Mohamed, I. E. A. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-322.
Munusamy, J., Chelliah, S., & Hor, W. M. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International Journal of Innovation, Management and Technology, 1(4), 398-404.
Nyarku, K. M., Kusi, L. Y., Domfeh, H. A., Ofori, H., Koomson, I., & Owusu, J. A. (2018). Moderating the service quality-customer loyalty relation through customer satisfaction, gender, and banking status: Evidence from mobile money users in university of cape coast, Ghana. International Journal of Academic Research in Business and Social Sciences, 8(6), 704-733.
Parasuraman, A., Zeithmal, A. V., & Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing. 64(1), 12-40.
Pallant, J. (2016). SPSS Survival Manual: A Step by Step Guide to Data Analysis Using IBM SPSS (6th Edition. London, UK, McGraw-Hill Education
Radhita, H., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21-40.
Sandy, I. B., & Ira, F. (2017). Customer loyalty: The effects of service loyalty and the mediating role of customer satisfaction study case (PT Sabda Alam Hotel). Journal of Business and Management, 6(2), 250-261.
Sekaran, U., and Bougie, R. (2016). Research methods for business a skill-building approach. Chichester: Wiley
Selvanathan, M., Selladurai, S., Gill, S., Kunaserakran. S., & Pei, J. T. (2016). The customer satisfaction status towards core governmental service in Malaysia. International Journal of Business and Management, 11(5), 211-218.
Shaladdin. M.Z.F, Mokhtar. M.Z, & Zawawi.M.N.H (2018). Determinants of customer satisfaction in Takaful (Islamic insurance) services in Malaysia. Jurnal Pengurusan, 54, 1-12.
Shaaban, K., & Khalil, R. F. (2013). Investigating the customer satisfaction of the bus service in Qatar. Procedia-Social and Behavioral Sciences, 104, 865-874.
Sharma, K., & Das, S. (2017), Service quality and customer satisfaction - with special focus on the online cab industry in India, International Journal of Business and Management; Vol. 12, No. 7; 2017, https://doi.org/10.5539/ijbm.v12n7p192
Soon Li Wei (2019, August 28). Improve public transport to boost ridership. BERNAMA. https://refsa.org/improve-public-train-transportation-to-boost-ridership/
Thanaraju, P., Khan, P. A. M., Sivanathan, S., & Juhari, N. H. (2019). Passengers’ satisfaction towards railway facilities (RAILQUAL) to the central region. International Journal of Recent Technology and Engineering, 8(28), 1-11.
Wang Y., Zhang Z, Zhu, M. & Wang, H. (2020), The impact of service quality and customer satisfaction on reuse intention in urban rail transit in Tianjin, China, SAGE Open, January-March 2020, https://doi.org/10.1177%2F2158244019898803
Wantara, P. (2015). The relationships among service quality, customer satisfaction, and customer loyalty in library services. International Journal of Economics and Financial Issues, 5 (Special Issue), 264-269.
Yusoff, H. M., Safian, E. E. M., Bilal, K., & Yassin, A. M. (2019). The criteria of railway station in Malaysia: A review of issues in facilities improvement. Science International (Lahore), 3(2), 283-287.
Zahir, O., & Ilham, S. (2013). Mediating effect of customer satisfaction on service quality and customer loyalty relationship in Malaysia rural tourism. International Journal of Economics Business and Management Studies, 2(1), 25-37.
Zailin, Z. A., Azizul, Y. Y., Norsuhada, I., Siti-Sarah, O., Nor-Khasimah, A., & Ramraini, A. A. (2018). Service quality as drivers of customer loyalty and intention to switch: Modelling the mediating effect of customer satisfaction. International Journal of Engineering & Technology, 7, 43-47.
Published
2022-07-26
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.