Studying the factors influencing user satisfaction and reuse intention towards monorail service using a PLS-SEM approach: A case study in Kuala Lumpur, Malaysia

Abstract

This work aims to examine the factors that influence users’ satisfaction and reuse intention in respect of the monorail system in Kuala Lumpur, Malaysia. The hypotheses were tested with 417 survey data collected among monorail users. The newly developed model of users’ satisfaction and reuse intention was evaluated through structural equation modelling, the basis of which was a parameter estimation of partial least squares (PLS-SEM). Findings reported that the proposed model led to 70.4% and 59.5% of the variances explained by user satisfaction and reuse intention towards the service provided. The findings demonstrated convincingly that overall satisfaction and reuse intention are affected by two key factors from the users’ perspectives: perceived quality and perceived value. The results are useful for service providers and related bodies in their effort to enhance user satisfaction as well as increase the monorail service ridership.