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Liczba wyników
2019 | 11 | nr 1 | 57--64
Tytuł artykułu

The Influence of Service Quality and Passenger Satisfaction Towards Electric Train Services (ETS): A PLS-SEM Approach

Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
This research is about service quality (responsiveness, reliability, tangible, safety and security) dimensions becoming major determinants of passenger satisfaction towards Electric Train Services (ETS). The significance of this study is intended to assist Keretapi Tanah Melayu Berhad (KTMB) to establish the service offered and to identify the important aspects of service quality that affect passenger satisfaction. A total of 280 questionnaires were distributed to ETS passengers, who were using the service from Kuala Lumpur Sentral Station to Padang Besar Station. The main objective of this study was to investigate the relationship between service quality dimensions and passenger satisfaction towards ETS. Data gathered were analyzed using partial least square (PLS) method. The study concluded that service quality dimensions are the factors affecting the passenger satisfaction towards ETS. In addition, service quality can also define the significant relationship between passenger satisfaction towards ETS. Other than that, several useful recommendations were made regarding the findings of this study.(original abstract)
Rocznik
Tom
11
Numer
Strony
57--64
Opis fizyczny
Twórcy
autor
  • MARA University of Technology, Malaysia
  • MARA University of Technology, Malaysia
  • MARA University of Technology, Malaysia
  • MARA University of Technology, Malaysia
  • MARA University of Technology, Malaysia
Bibliografia
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Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171562623

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