Passengers’ Satisfaction towards Railway Facilities (RAILQUAL in the Central Region
Puvaneswary Thanaraju1, Puteri Ameera Mentaza Khan2, Sheelah Sivanathan3, Nur Hafizah Juhari.4
1Puvaneswary Thanaraju, Department of Building and Property Management, Faculty of Accountancy and Management, Univeristi Tunku Abdul Rahman.
2Puteri Ameera Mentaza Khan, Department of Building and Property Management, Faculty of Accountancy and Management, Univeristi Tunku Abdul Rahman.
3Sheelah Sivanathan, Department of Building and Property Management, Faculty of Accountancy and Management, Univeristi Tunku Abdul Rahman.
4Nur Hafizah Juhari, Department of Building and Property Management, Faculty of Accountancy and Management, Univeristi Tunku Abdul Rahman.
Manuscript received on 28 June 2019 | Revised Manuscript received on 11 July 2019 | Manuscript Published on 17 July 2019 | PP: 561-571 | Volume-8 Issue-2S July 2019 | Retrieval Number: B10860782S19/2019©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Rail transportation such as Light Rapid Transit (LRT), Monorail, Mass Rapid Transit (MRT), Keretapi Tanah Melayu (KTM), and Airport Rail link are one of the medium to reduce traffic congestion. However, incompatible railway facilities like lower level of cleanliness, insufficient facilities provided in idle station, inefficiency of vending machine, and inadequacy of parking facilities will discourage people from choosing rail service as their transportation mode. This study identifies the dimensions of service quality that contributes to passenger satisfaction and determines the significant relationship between RAILQUAL and passenger satisfaction in the central region. The most significant relationship with passenger satisfaction is Assurance dimension. Multiple Regression Analysis conducted to test the relationship between RAILQUAL and passenger satisfaction which resulted Assurance, Empathy, Comfort, Convenience, Connections, Responsiveness to be significant significantly related while Tangible and Reliability dimensions show no significant relationship between the variables. As a result, a better facilities management should take into consideration on the service quality provided in the railway station as it plays a vital role in encouraging citizen towards its services which eventually could overcome traffic congestion and contribute towards sustainable transportation in country.
Keywords: Passenger Satisfaction; RAILQUAL; Facilities Management.
Scope of the Article: Simulation Optimization and Risk Management