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

Simple item page
dc.contributor.authorSamsudin N.S.S.en_US
dc.contributor.authorIsmail N.en_US
dc.contributor.authorNorhisham S.en_US
dc.contributor.authorZaini N.en_US
dc.contributor.authorBakar M.F.A.en_US
dc.contributor.authorAzlan N.N.I.M.en_US
dc.contributor.authorRon Buking R.A.C.en_US
dc.contributor.authorid57767959000en_US
dc.contributor.authorid26649849000en_US
dc.contributor.authorid54581400300en_US
dc.contributor.authorid56905328500en_US
dc.contributor.authorid57199742143en_US
dc.contributor.authorid57208010131en_US
dc.contributor.authorid57221946159en_US
dc.date.accessioned2023-05-29T09:40:28Z
dc.date.available2023-05-29T09:40:28Z
dc.date.issued2022
dc.descriptionDeveloping 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 satisfactionen_US
dc.description.abstractIn 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.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.1007/978-3-030-99979-7_5
dc.identifier.epage47
dc.identifier.scopus2-s2.0-85133027093
dc.identifier.spage39
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85133027093&doi=10.1007%2f978-3-030-99979-7_5&partnerID=40&md5=fb2404e24f6989a950980472032ad87c
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/27172
dc.identifier.volume243
dc.publisherSpringer Science and Business Media Deutschland GmbHen_US
dc.sourceScopus
dc.sourcetitleLecture Notes in Civil Engineering
dc.titleAssessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA)en_US
dc.typeConference Paperen_US
dspace.entity.typePublication
Files
Collections
SCOPUS