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

Developing 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 Qualit...

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Main Authors: Norhisham S., binti Samsudin N.S.S., Ismail N., Mardi N.H., Abu Bakar M.F., Azlan N.N.I.M., Ron Buking R.A.C.
Other Authors: 54581400300
Format: Conference Paper
Published: Springer Science and Business Media Deutschland GmbH 2023
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spelling my.uniten.dspace-271742023-05-29T17:40:31Z Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Pattern Norhisham S. binti Samsudin N.S.S. Ismail N. Mardi N.H. Abu Bakar M.F. Azlan N.N.I.M. Ron Buking R.A.C. 54581400300 57767476600 26649849000 57190171141 57199742143 57208010131 57221946159 Developing 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 analysis In 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. Final 2023-05-29T09:40:30Z 2023-05-29T09:40:30Z 2022 Conference Paper 10.1007/978-3-030-99979-7_6 2-s2.0-85133014183 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85133014183&doi=10.1007%2f978-3-030-99979-7_6&partnerID=40&md5=2a270f408b0118c85997f737624effdb https://irepository.uniten.edu.my/handle/123456789/27174 243 49 57 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; 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 analysis
author2 54581400300
author_facet 54581400300
Norhisham S.
binti Samsudin N.S.S.
Ismail N.
Mardi N.H.
Abu Bakar M.F.
Azlan N.N.I.M.
Ron Buking R.A.C.
format Conference Paper
author Norhisham S.
binti Samsudin N.S.S.
Ismail N.
Mardi N.H.
Abu Bakar M.F.
Azlan N.N.I.M.
Ron Buking R.A.C.
spellingShingle Norhisham S.
binti Samsudin N.S.S.
Ismail N.
Mardi N.H.
Abu Bakar M.F.
Azlan N.N.I.M.
Ron Buking R.A.C.
Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Pattern
author_sort Norhisham S.
title Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Pattern
title_short Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Pattern
title_full Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Pattern
title_fullStr Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Pattern
title_full_unstemmed Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers� Age Group of Varying Travel Pattern
title_sort evaluating mass rapid transit (mrt) service quality according to customers� age group of varying travel pattern
publisher Springer Science and Business Media Deutschland GmbH
publishDate 2023
_version_ 1806427898075152384
score 13.211869

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