Staff View: An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur

An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur

The concept of customer satisfaction is important in business field.Striving for customer satisfaction means understanding and anticipating what customer want of the services in the future but do not expect of them (Matzler et al. 1996).Customer satisfaction can be taken as an indicator that either...

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Main Authors:	Tukis, Arisandra, Zainuddin, Nizamuddin
Format:	Conference or Workshop Item
Language:	English
Published:	2012
Subjects:	HE Transportation and Communications
Online Access:	http://repo.uum.edu.my/8456/1/p1626.pdf http://repo.uum.edu.my/8456/ http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423
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id	my.uum.repo.8456
record_format	eprints
spelling	my.uum.repo.84562016-04-21T03:07:53Z http://repo.uum.edu.my/8456/ An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur Tukis, Arisandra Zainuddin, Nizamuddin HE Transportation and Communications The concept of customer satisfaction is important in business field.Striving for customer satisfaction means understanding and anticipating what customer want of the services in the future but do not expect of them (Matzler et al. 1996).Customer satisfaction can be taken as an indicator that either customer will uses that service continuously. That services is indicated as a quality if it success to achieve the customer expectation and needs.This paper is to evaluate the level of passenger satisfaction toward the KTM Komuter train services in term of their punctuality, frequency time, speed, space, comfortable, fare level, cleanliness and safety on the train.With having the KTM Komuter trains, it was give convenience to people especially for people who did not have transport.The research result show that almost the services attributes of KTM komuter trains are at a moderate level.Further improvement need to be taken to improve the services and to increase the level of customer satisfaction. 2012-12 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/8456/1/p1626.pdf Tukis, Arisandra and Zainuddin, Nizamuddin (2012) An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia. http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423
institution	Universiti Utara Malaysia
building	UUM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Utara Malaysia
content_source	UUM Institutionali Repository
url_provider	http://repo.uum.edu.my/
language	English
topic	HE Transportation and Communications
spellingShingle	HE Transportation and Communications Tukis, Arisandra Zainuddin, Nizamuddin An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur
description	The concept of customer satisfaction is important in business field.Striving for customer satisfaction means understanding and anticipating what customer want of the services in the future but do not expect of them (Matzler et al. 1996).Customer satisfaction can be taken as an indicator that either customer will uses that service continuously. That services is indicated as a quality if it success to achieve the customer expectation and needs.This paper is to evaluate the level of passenger satisfaction toward the KTM Komuter train services in term of their punctuality, frequency time, speed, space, comfortable, fare level, cleanliness and safety on the train.With having the KTM Komuter trains, it was give convenience to people especially for people who did not have transport.The research result show that almost the services attributes of KTM komuter trains are at a moderate level.Further improvement need to be taken to improve the services and to increase the level of customer satisfaction.
format	Conference or Workshop Item
author	Tukis, Arisandra Zainuddin, Nizamuddin
author_facet	Tukis, Arisandra Zainuddin, Nizamuddin
author_sort	Tukis, Arisandra
title	An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur
title_short	An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur
title_full	An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur
title_fullStr	An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur
title_full_unstemmed	An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur
title_sort	evalution on the level of passenger satisfaction toward the ktm komuter train services in kuala lumpur
publishDate	2012
url	http://repo.uum.edu.my/8456/1/p1626.pdf http://repo.uum.edu.my/8456/ http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423
_version_	1644279836685893632
score	13.211869

An evalution on the level of passenger satisfaction toward the KTM komuter train services in Kuala Lumpur

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