Assessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA)

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Samsudin N.S.S.
Ismail N.
Norhisham S.
Zaini N.
Bakar M.F.A.
Azlan N.N.I.M.
Ron Buking R.A.C.
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Springer Science and Business Media Deutschland GmbH
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In developing countries, public transit use is still lacking as opposed to developed counties. Therefore, it is essential to consider consumers� public transportation service quality expectations to increase overall customer experience and Mass Rapid Transit (MRT) ridership in Malaysia. Thus, this article�s objective is to suggest thresholds for assessing customers� satisfaction of service quality in Malaysia�s MRT. The questionnaire collected responses from MRT users. For methodology, the dimensions considered in this analysis were primarily based on the five (5) SERVQUAL dimensions (Reliability, Assurance, Tangibility, Empathy, and Responsiveness) with the addition of Safety & Security and Accessibility dimension. As for the results, the reliability test shows that Tangibility has the highest Cronbach value in performance with 0.881, while Responsiveness is the highest in importance with a Cronbach alpha value of 0.971. Importance�Performance Analysis (IPA) to indicate customers� satisfaction level of service quality was included. The mean importance (4.28) scored higher than the mean performance (4.00). This article concludes that the IPA results show that the responsiveness dimension should be prioritised for improvement. Furthermore, this research could contribute to MRT operators, researchers, and policymakers to formulate strategies that will increase MRT use in Malaysia. � 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
Developing countries; Mass transportation; Quality control; Quality of service; Rapid transit; Reliability analysis; Sales; Customers' satisfaction; Importance-performance analyse; Importance-performance analysis; Malaysia; Mass rapid transit; Performance; Public transportation; Quality-of-service; Rail transportation; Transit use; Customer satisfaction