Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur

Stephen, Theresa and Musa, Musalliana and Kamarudin, Farasyila and Idris, Anisah and Wok, Saodah (2018) Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur. In: International Seminar on Media and Communication (ISMEC 2018), 25th Sept. 2018, Kuala Lumpur. (Unpublished)

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Abstract

This article aims to provide a case study of the light rail transit (LRT) in the Klang Valley, Malaysia from the users’ perspective on the usage of the LRT. It explores factors that influence customer satisfaction in using the LRT such as safety, convenience, accessibility, affordability and meeting customer expectation. The study uses a quantitative research design which emphasises objective measurements and the statistical analysis of data collected through a survey questionnaire. It uses a framework of the five dimensions of safety, convenience, accessibility, affordability and expectations of their satisfaction using the Theory of Planned Behaviour and the Social Exchange Theory. It is discovered that the preferred factors influencing the usage of the LRT are safety, convenience and affordability. Accessibility and expectations influence the satisfaction of users at a minimal level. When the customer is satisfied with the services or products, the customer will be committed to keep on using the preferred products or services consistently in the future. The study recommends that stakeholders improve the quality of services to automatically generate revenue in the future as the underlying implication is that customers have a strong impact on company profits because they buy more when services are satisfactory. It is hoped this study will raise government awareness of the potential improvement of LRT services to increase the use of the public transportation system in Malaysia. This is in line with the efforts to reduce expenditure on traffic and parking for locals and to assist Prasarana Malaysia Berhad to identify the key factors in maintaining and improving the quality of their service.

Item Type:	Conference or Workshop Item (Slide Presentation)
Additional Information:	2899/67248
Uncontrolled Keywords:	Customer satisfaction, light rail transit (LRT), Malaysia, public transportation, user expectations
Subjects:	H Social Sciences > H Social Sciences (General) > H61.8 Communication of information
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Islamic Revealed Knowledge and Human Sciences Kulliyyah of Islamic Revealed Knowledge and Human Sciences > Department of Communication
Depositing User:	Prof. Dr. Saodah Wok
Date Deposited:	08 Nov 2018 09:47
Last Modified:	08 Nov 2018 09:47
URI:	http://irep.iium.edu.my/id/eprint/67248

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