Publication:
Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Pattern

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dc.citedby1
dc.contributor.authorNorhisham S.en_US
dc.contributor.authorbinti Samsudin N.S.S.en_US
dc.contributor.authorIsmail N.en_US
dc.contributor.authorMardi N.H.en_US
dc.contributor.authorAbu Bakar M.F.en_US
dc.contributor.authorAzlan N.N.I.M.en_US
dc.contributor.authorRon Buking R.A.C.en_US
dc.contributor.authorid54581400300en_US
dc.contributor.authorid57767476600en_US
dc.contributor.authorid26649849000en_US
dc.contributor.authorid57190171141en_US
dc.contributor.authorid57199742143en_US
dc.contributor.authorid57208010131en_US
dc.contributor.authorid57221946159en_US
dc.date.accessioned2023-05-29T09:40:30Z
dc.date.available2023-05-29T09:40:30Z
dc.date.issued2022
dc.descriptionDeveloping countries; Mass transportation; Quality control; Quality of service; Rapid transit; Sales; Surveys; Age; Age groups; Importance-performance analyse; Importance-performance analysis; Mass rapid transit; Perceived service qualities; Public transportation; Rail transportation; Service Quality; Transit services; Cluster analysisen_US
dc.description.abstractIn contrast to developed countries, developing countries still have low use of public transportation. Thus, to improve overall customer experience and MRT ridership, it is critical to address consumers� public transportation service quality expectations. This objective of this paper is to describe demographic characteristics that may affect customer perceived service quality and any variations in customer perception between different age groups. This survey collected questionnaire results from MRT users of the SBK Line. The methodology of this paper includes using the SERVQUAL dimensions (Reliability, Assurance, Tangibility, Empathy, and Responsiveness) with the inclusion of Safety & Security and Accessibility dimension. Cluster Analysis (CA) was included in this study to segregate respondents� age groups. The outcome of this analysis shows that most respondents were in the age range of 25�31, which consists of 38.7%. Overall, it is concluded that mean importance scored higher than mean performance for all clusters. The Importance-Performance Analysis (IPA) results show that the perceived service quality varies with age. However, respondents of all ages agree that the safety and security dimension is considered satisfactory. It is intended that this article will encourage stakeholders to improve the quality of MRT, especially in Malaysia, so that the country can compete on a global scale in terms of public transportation. � 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_6
dc.identifier.epage57
dc.identifier.scopus2-s2.0-85133014183
dc.identifier.spage49
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85133014183&doi=10.1007%2f978-3-030-99979-7_6&partnerID=40&md5=2a270f408b0118c85997f737624effdb
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/27174
dc.identifier.volume243
dc.publisherSpringer Science and Business Media Deutschland GmbHen_US
dc.sourceScopus
dc.sourcetitleLecture Notes in Civil Engineering
dc.titleEvaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Patternen_US
dc.typeConference Paperen_US
dspace.entity.typePublication
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