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Service quality on train services in Kuala Lumpur


Bahari, Nur Alyssa Saharul and Shamsul Rosli, Amiza Suliana and Maniam, Vignishwar and Aziz, Zulkufli (2017) Service quality on train services in Kuala Lumpur. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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Abstract

Train transportation is one of public transport mode ashore transportation.Trains, as mass public transport modes, have one of a kind attributes.It has vast limit, high well being level, and free from traffic jam.Those qualities make prepare an essential public transportation.Actually, even railroad transportation has a considerable measure of advantages for society life yet despite everything they confronted by the issue. Benefit quality level of Railways transportation is still low contrasted and other transportation modes. At present train operation is still caught with the delays, restricted condition vehicle, and misty prepare travel data that frequently drawback travelers, and numerous different administrations offered neglect to pull in passengers.These days Service Quality of Kuala Lumpur train system impacts customer Satisfaction.Train system has a more prominent potential to draw monetary advantages from its operation if their administration quality is moved forward. Train service can perform well just if the passenger are happy with the service they give, yet train system are feeling the loss of the passenger benefit as contrast with Airline Services.The objective of this research plans to analyze the relationship between customer satisfactions towards provided service with factor from service quality that has significant influences to customer satisfaction towards train services Kuala Lumpur.Information was gathered utilizing a poll overview system.Data were appropriated to all UUM to get their feedback.We pick just 380 respondents from different demography.The findings are a relationship between the consumer satisfaction with the five elements by Parasuraman 1988, reliability, responsiveness,tangibles, empathy and assurance.The utilization of this study proposed train service need to enhance their quality of service to attract more passengers.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords: customer satisfaction, service quality, SERVQUAL, reliability, tangible, responsiveness, assurance, empathy
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: School of Technology Management & Logistics
Depositing User: Mr. Zulkufli Aziz
Date Deposited: 13 Jul 2017 00:47
Last Modified: 13 Jul 2017 00:47
URI: http://repo.uum.edu.my/id/eprint/22634

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