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

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-serv...

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Main Authors: Samsudin N.S.S., Ismail N., Norhisham S., Zaini N., Bakar M.F.A., Azlan N.N.I.M., Ron Buking R.A.C.
Other Authors: 57767959000
Format: Conference Paper
Published: Springer Science and Business Media Deutschland GmbH 2023
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spelling my.uniten.dspace-271722023-05-29T17:40:29Z Assessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA) Samsudin N.S.S. Ismail N. Norhisham S. Zaini N. Bakar M.F.A. Azlan N.N.I.M. Ron Buking R.A.C. 57767959000 26649849000 54581400300 56905328500 57199742143 57208010131 57221946159 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 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. Final 2023-05-29T09:40:28Z 2023-05-29T09:40:28Z 2022 Conference Paper 10.1007/978-3-030-99979-7_5 2-s2.0-85133027093 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85133027093&doi=10.1007%2f978-3-030-99979-7_5&partnerID=40&md5=fb2404e24f6989a950980472032ad87c https://irepository.uniten.edu.my/handle/123456789/27172 243 39 47 Springer Science and Business Media Deutschland GmbH Scopus
institution Universiti Tenaga Nasional
building UNITEN Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tenaga Nasional
content_source UNITEN Institutional Repository
url_provider http://dspace.uniten.edu.my/
description 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
author2 57767959000
author_facet 57767959000
Samsudin N.S.S.
Ismail N.
Norhisham S.
Zaini N.
Bakar M.F.A.
Azlan N.N.I.M.
Ron Buking R.A.C.
format Conference Paper
author Samsudin N.S.S.
Ismail N.
Norhisham S.
Zaini N.
Bakar M.F.A.
Azlan N.N.I.M.
Ron Buking R.A.C.
spellingShingle Samsudin N.S.S.
Ismail N.
Norhisham S.
Zaini N.
Bakar M.F.A.
Azlan N.N.I.M.
Ron Buking R.A.C.
Assessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA)
author_sort Samsudin N.S.S.
title Assessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA)
title_short Assessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA)
title_full Assessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA)
title_fullStr Assessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA)
title_full_unstemmed Assessment of Customers� Satisfaction in Mass Rapid Transit (MRT) Using Importance-Performance Analysis (IPA)
title_sort assessment of customers� satisfaction in mass rapid transit (mrt) using importance-performance analysis (ipa)
publisher Springer Science and Business Media Deutschland GmbH
publishDate 2023
_version_ 1806423356294037504
score 13.211869

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