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Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach

This study employs the fundamental concept of the American Customer Satisfaction Index (ACSI) model to explore the factors influencing passengers’ satisfaction with monorail service in Kuala Lumpur, Malaysia and their reuse intention. The study tests the hypotheses on 417 monorail passengers using a...

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Main Authors: Ibrahim, Ahmad Nazrul Hakimi, Borhan, Muhamad Nazri, Mat Yazid, Muhamad Razuhanafi, Hassan, Sitti Asmah, Arham, Ahmad Firdhaus, Hashim, Sharizal
Format: Article
Language:English
Published: MDPI 2023
Subjects:
TA Engineering (General). Civil engineering (General)
Online Access:http://eprints.utm.my/105676/1/SittiAsmahHassan2023_ModellingofPassengerSatisfactionandReuse.pdf
http://eprints.utm.my/105676/
http://dx.doi.org/10.3390/math11153361
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spelling my.utm.1056762024-05-13T07:15:33Z http://eprints.utm.my/105676/ Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach Ibrahim, Ahmad Nazrul Hakimi Borhan, Muhamad Nazri Mat Yazid, Muhamad Razuhanafi Hassan, Sitti Asmah Arham, Ahmad Firdhaus Hashim, Sharizal TA Engineering (General). Civil engineering (General) This study employs the fundamental concept of the American Customer Satisfaction Index (ACSI) model to explore the factors influencing passengers’ satisfaction with monorail service in Kuala Lumpur, Malaysia and their reuse intention. The study tests the hypotheses on 417 monorail passengers using a hybrid structural equation modelling based on parameter estimation of partial least squares (PLS-SEM) and an artificial neural network (ANN) method to estimate the proposed model. The results showed that the proposed model explains 70.4% and 59.5% of the variance in passenger satisfaction with the monorail service and reuse intention. The PLS-SEM results for Stage 1 showed that perceived quality and perceived value have a statistically significant influence on passenger satisfaction. Furthermore, all critical factors in the output from Stage 1 were used as the input in the ANN model to overcome the simplistic nature of the SEM model. The results for the ANN model (Stage 2) showed that perceived quality is the most crucial predictor of passenger satisfaction with the monorail service, followed by perceived quality. The outcomes of this study can help service providers, policymakers, and planners develop effective strategies for enhancing user satisfaction and improving monorail ridership. MDPI 2023-08 Article PeerReviewed application/pdf en http://eprints.utm.my/105676/1/SittiAsmahHassan2023_ModellingofPassengerSatisfactionandReuse.pdf Ibrahim, Ahmad Nazrul Hakimi and Borhan, Muhamad Nazri and Mat Yazid, Muhamad Razuhanafi and Hassan, Sitti Asmah and Arham, Ahmad Firdhaus and Hashim, Sharizal (2023) Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach. Mathematics, 11 (15). pp. 1-21. ISSN 2227-7390 http://dx.doi.org/10.3390/math11153361 DOI:10.3390/math11153361
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic TA Engineering (General). Civil engineering (General)
spellingShingle TA Engineering (General). Civil engineering (General)
Ibrahim, Ahmad Nazrul Hakimi
Borhan, Muhamad Nazri
Mat Yazid, Muhamad Razuhanafi
Hassan, Sitti Asmah
Arham, Ahmad Firdhaus
Hashim, Sharizal
Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach
description This study employs the fundamental concept of the American Customer Satisfaction Index (ACSI) model to explore the factors influencing passengers’ satisfaction with monorail service in Kuala Lumpur, Malaysia and their reuse intention. The study tests the hypotheses on 417 monorail passengers using a hybrid structural equation modelling based on parameter estimation of partial least squares (PLS-SEM) and an artificial neural network (ANN) method to estimate the proposed model. The results showed that the proposed model explains 70.4% and 59.5% of the variance in passenger satisfaction with the monorail service and reuse intention. The PLS-SEM results for Stage 1 showed that perceived quality and perceived value have a statistically significant influence on passenger satisfaction. Furthermore, all critical factors in the output from Stage 1 were used as the input in the ANN model to overcome the simplistic nature of the SEM model. The results for the ANN model (Stage 2) showed that perceived quality is the most crucial predictor of passenger satisfaction with the monorail service, followed by perceived quality. The outcomes of this study can help service providers, policymakers, and planners develop effective strategies for enhancing user satisfaction and improving monorail ridership.
format Article
author Ibrahim, Ahmad Nazrul Hakimi
Borhan, Muhamad Nazri
Mat Yazid, Muhamad Razuhanafi
Hassan, Sitti Asmah
Arham, Ahmad Firdhaus
Hashim, Sharizal
author_facet Ibrahim, Ahmad Nazrul Hakimi
Borhan, Muhamad Nazri
Mat Yazid, Muhamad Razuhanafi
Hassan, Sitti Asmah
Arham, Ahmad Firdhaus
Hashim, Sharizal
author_sort Ibrahim, Ahmad Nazrul Hakimi
title Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach
title_short Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach
title_full Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach
title_fullStr Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach
title_full_unstemmed Modelling of passenger satisfaction and reuse intention with monorail services in Kuala Lumpur, Malaysia: a hybrid SEM-ANN approach
title_sort modelling of passenger satisfaction and reuse intention with monorail services in kuala lumpur, malaysia: a hybrid sem-ann approach
publisher MDPI
publishDate 2023
url http://eprints.utm.my/105676/1/SittiAsmahHassan2023_ModellingofPassengerSatisfactionandReuse.pdf
http://eprints.utm.my/105676/
http://dx.doi.org/10.3390/math11153361
_version_ 1800082646846406656
score 13.211869

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