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

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...

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Main Authors:	Stephen, Theresa, Musa, Musalliana, Kamarudin, Farasyila, Idris, Anisah, Wok, Saodah
Format:	Conference or Workshop Item
Language:	English English
Published:	2018
Subjects:	H61.8 Communication of information
Online Access:	http://irep.iium.edu.my/67248/ http://irep.iium.edu.my/67248/ http://irep.iium.edu.my/67248/1/ISMEC2018%20-%20program%20book%2031102018.pdf http://irep.iium.edu.my/67248/12/Edited%20-%20Theresa%20slides%20on%20LRT.pdf

id	iium-67248
recordtype	eprints
spelling	iium-672482018-11-08T01:47:18Z http://irep.iium.edu.my/67248/ Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur Stephen, Theresa Musa, Musalliana Kamarudin, Farasyila Idris, Anisah Wok, Saodah H61.8 Communication of information 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. 2018-09-25 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/67248/1/ISMEC2018%20-%20program%20book%2031102018.pdf application/pdf en http://irep.iium.edu.my/67248/12/Edited%20-%20Theresa%20slides%20on%20LRT.pdf 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) https://iiummediacomm.wixsite.com/ismec2018
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	H61.8 Communication of information
spellingShingle	H61.8 Communication of information Stephen, Theresa Musa, Musalliana Kamarudin, Farasyila Idris, Anisah Wok, Saodah Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur
description	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.
format	Conference or Workshop Item
author	Stephen, Theresa Musa, Musalliana Kamarudin, Farasyila Idris, Anisah Wok, Saodah
author_facet	Stephen, Theresa Musa, Musalliana Kamarudin, Farasyila Idris, Anisah Wok, Saodah
author_sort	Stephen, Theresa
title	Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur
title_short	Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur
title_full	Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur
title_fullStr	Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur
title_full_unstemmed	Factors influencing customer satisfaction towards the light rail transit (LRT) in Kuala Lumpur
title_sort	factors influencing customer satisfaction towards the light rail transit (lrt) in kuala lumpur
publishDate	2018
url	http://irep.iium.edu.my/67248/ http://irep.iium.edu.my/67248/ http://irep.iium.edu.my/67248/1/ISMEC2018%20-%20program%20book%2031102018.pdf http://irep.iium.edu.my/67248/12/Edited%20-%20Theresa%20slides%20on%20LRT.pdf
first_indexed	2023-09-18T21:35:30Z
last_indexed	2023-09-18T21:35:30Z
_version_	1777412792847958016

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

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