Service Quality on Electric Train Services (ETS) in Kuala Lumpur Malaysia

Abstract

Service quality has been seen to play an important role and it also affect the customer satisfaction in Business. Service quality has become a distinct and important aspect of the product and service Offerings. This study try to examine the service quality on the customer satisfaction of electric train service (ETS) industry in Kuala Lumpur Malaysia. The paper make emphases on the five dimensions of service quality which involves; tangible, responsiveness, assurance, reliability and the empathy. Questionnaires were distributed in other to collect data from the ETS passengers of the Kuala Lumpur Malaysia train station. The hypotheses were developed based on the causal relationships between service quality and customer satisfaction and data was analysed using SPSS Statistics version 25. The results from this study shows a positive relationship between customer satisfaction and the five dimensions of service quality. The outcome of this study would assists ETS to know more about their customer’s satisfaction and can also help them in improving their service quality to customers. Future research needs to focus more examining other related variables on service quality.