Rail Service Quality and Customer Satisfaction in Malaysia
Keywords:
Customer Satisfaction, Public Transport, Rail Service Quality, SERVQUALAbstract
The purpose of the research is to analyze the relationship between rail service quality and customer
satisfaction. A total of 356 sets of questionnaires were distributed via email to passengers of rail
transport in Malaysia and a total of 258 questionnaires were usable for the analysis. Using Pearson
correlation analysis and multiple regression analysis our research found that only four rail service
quality dimensions namely reliability, responsiveness, convenience, and connection are significant in
predicting customer satisfaction. For future research, it is suggested that researchers use a bigger
sample size and qualitative analysis for in-depth analysis.
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Copyright (c) 2025 Noor Malinjasari Ali, Siti Fatimah Mardiah Hamzah, Raslina Mohamed Nor, Ruzaidah A. Rashid, Suzila Mat Salleh, Hasmida Mohd Noor, Rahayu Izwani Borhanuddin
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