DIMENSION OF SERVICE QUALITY AS A MEASUREMENT OF PASSENGER SATISFACTION IN KLANG VALLEY: A CASE STUDY OF KTM COMMUTER

Abstract

According to the Department of Statistics Malaysia, the number of KTM commuter have been dropping since the year 2016 and it is expected to decline further. Recently, there have been uproar from the public regarding frequent breakdowns and delays from KTM commuters service. On top of that, this issue has become too common for a long time and no improvement measure were taken by KTMB. Study from Penang Institute suggested that if no countermeasure is taken, KTM would lose their customers and this would incur more losses to them and the government as KTMB is wholly owned by the them. This paper explored on measurement of passenger’s satisfaction towards KTM commuter service in Klang Valley area through the dimensions of Service Quality (Tangibility, Reliability, Assurance, Responsiveness and Empathy) with two additional attributes, which are Information Accessibility and Comfort. The survey was conducted as non-probability, snowball sampling through self-administered online questionnaire. The data collected were the analyzed statistically using SPSS 23.0 using correlation test that showed significant relationship between all the independent variable with passenger’s satisfaction. However, the outcome of the regression analysis showed that only four dimensions (Tangibility, Reliability, Information Accessibility and Comfort) have been successfully proved to have a significant impact on passenger satisfaction.