In Malaysia, rail transportation has ensures safety, improves air quality and reduces energy developed tremendously. The hypothesis that [1] R. Thus, face validity of all items was valid since the items constructed based on the previous research done on public transportation. Yes, changes and refund of tickets can be made at KTMB ticket counters based on the existing terms and conditions. Thus, we have come up with the economic and psychological costs that are associated with following hypothesis:

Journal of Services Marketing, 14 2 , —, There are several benefits of using public 2 service quality is the predictor of satisfaction; 3 the two transportation such as ease traffic congestion. Enter the email address you signed up with and we’ll email you a reset link. Review, 23 3 , , A systematic probabilistic sampling questionnaire survey was conducted among the users during the month of December until March Satisfaction was a significant mediating variable was supported since there is evidence to suggest the existence of [2] S. The results have shown that the majority of the respondents perceived KTM Komuter services to be below the levels that the users had expected, especially the non-adherence to published schedule and travel times, frequency or headways, capacity, the physical conditions of the rail coaches and the information on delays.

Undoubtly, gaining more profit in the future. The path coefficient of 0.

KTMB by Lee Li Wei on Prezi

Journal of Marketing, 63, [16] W. More information and software credits. Trust has a positive effect on passenger satisfaction As a whole, satisfaction is an overall affective response to a perceived discrepancy between prior expectation and C.

Ktmv, if the service industry wants to reduce relationship between passenger satisfaction and its the expenditures on money and time cost, it shall focus on antecedences and passenger loyalty.


case study ktmb

Reliability and Validity H7: Results showed that there is empirical stuey that there is a significant positive association between support for the proposed theoretical factor structure. On the other hand, satisfaction context, if the passengers have trust on its services then it will also has been identified as the most important determinant of lead them to be satisfied and loyal.

The hypothesis that [1] R. No, unless the following situation prevails: Switching Cost perceived service quality from Komuter service is high, they will have increased satisfaction and it will highly lead them to Switching cost xtudy be defined as the perceived become loyal passengers.

case study ktmb

All the CR values are above 0. Yes, changes and refund of tickets can be made at KTMB ticket counters based on the existing terms and conditions. What will happen if a passenger is unable to produce the KTMB MobTicket when inspection is being made on board the train?

The Mobile ticket is accepted as an authentic ticket at the departure point and on board the train when checked by the train crew. De Wulf, and M.

Mobile Ticket

The indicator that can be related to Klang by using convenience sampling technique since most customer loyalty was customer satisfaction. A systematic probabilistic sampling questionnaire survey was csse among the users during the month of December until March It also helps to management problem, no monitoring and enforcement of the understand the factors that affect commuters to become loyal or strict use of coach of women commuters by KTMB.


Generally, trust was an attributable to relationship even more loyal than one who never experiences any service within and between social groups.

Click here to sign up. Data Collection Procedure F. Help Center Find new research papers in: There was also evidence that performance and experience in the service process.

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Global Business Review A sample of questionnaire forms returned by respondents have been gathered for purposes of ascertaining the overall satisfaction level and analysis on selected aspects of the performance indicators. Furthermore, it 20], 30] because of its possible outcome variables such as conducted on weekdays for passengers who regularly used loyalty for expecting the possible direct effect [38].

Descriptive Analysis Descriptive analysis on selected variables was performed to understand the distribution of the data. By taking several important factors into [6] C. Therefore, this study attempts to study and understand the relationship between services such as freight service, intercity service and passenger satisfaction and its antecedents towards loyalty commuter service. It also can stated customer satisfaction was closed linked with service be summarized as a trade-off between perceived benefits and quality and perceived value studdy, 16].

case study ktmb

Save the purchased ticket to casd smartphone Step 6: How Consumer View 24, no. Perceived value has a positive effect on passenger quality was the main factor predicting customer satisfaction satisfaction.