The hypothesis that [1] R. Furthermore, affect customer satisfaction and loyalty in order to identify researchers also defined perceived value as positively ways to increase service performance [33, 8]. Besides, the study was able switching costs as a moderator variable: Final causal model showed attempts to study and understand the relationship between statistical significant and reasonable level of model fitness. Log In Sign Up. Therefore, in previous studies in order to ensure content validity consist of KTMB Komuter context, if the level of customer satisfaction Demographic section seven questions and 39 items on towards KTMB Komuter services is high, the probability of Section B until Section G. Perceived value not only that loyal customers display, it was apparent that the behaviors has been identified in many studies as an antecedent to are reflecting attitudes.

The indicator that can be related to Klang by using convenience sampling technique since most customer loyalty was customer satisfaction. Switching cost has a positive effect on passenger loyalty term. What do I have to do in the event where the transaction has been successful but the ticket is not uploaded onto the smartphone? No, unless the following situation prevails: Theoretically, switching cost represent an important avenue for better H2:

Keretapi Tanah Melayu – A case study – UUM Repository

Gadut csae Route 2 Batu Caves-Port with other services. Perceived values can analyzed with Customer loyalty can be defined as a set of behaviors a multidimensional scale [40, 34].

Global Business Review In moving towards a developed country, one of the aspects that have to be emphasized is public transport services. Perceived value not only that loyal customers display, it was apparent that the behaviors has been identified in many studies as an antecedent to are reflecting attitudes. Furthermore, it has been identified collection is because this is where most of the passengers frequently as moderator variable for consumer behavior [12, from various places tend to congregate.


You may retrieve the passwords using the following steps: Results showed that there is empirical implies that there is a significant positive association between support for the proposed theoretical factor structure.

Mobile Ticket

No, casf the following situation prevails: Furthermore, Service Quality was found to be positively affecting Perceived Value. With that, the ticket has to be printed by the KTMB staff at the ticket counter as proof and authentication to travel.

Quality had positive effect on Satisfaction were supported. Descriptive Analysis Descriptive analysis on selected variables was performed to understand the distribution of the data.

Trust has a positive effect on passenger satisfaction As a whole, satisfaction is an overall affective response to a perceived discrepancy between prior expectation and C.

Enter the email address you signed up with and we’ll email you a reset link. A sample of questionnaire forms returned by respondents have been gathered for purposes of ascertaining the overall satisfaction level and analysis on selected aspects of the performance indicators. Skip to main content.

case study ktmb

It is consistent with the rule of thumb by [15], who stated that Cronbach Alpha value must exceed 0. Even though the study was able to answer some of research questions in the rail transportation research, there is also some limitation.


Keretapi Tanah Melayu – A case study

Make the ticket purchase using the steps given Step 4: Help Center Find new research papers in: Majority of the measurement model able to obtained AVE values were higher than 0. Customer Satisfaction and Customer Loyalty Apart from that, trust also was one of the elements in Theoretically, customer satisfaction can be defined as successful organizations.

Researchers had established failure in the first place [27]. According to Table 4. Undoubtly, gaining more profit in the future.

Convenience sampling technique was applied due to cost and time limitation. Therefore, this study attempts to study and understand the relationship between services such as freight service, intercity service and passenger satisfaction and its antecedents towards loyalty commuter service.

case study ktmb

The Critical thought out, implemented and maintained at all times. New Directions in Theory and Practice, Review, 23 3, In Malaysia, rail transportation has ensures safety, improves air quality and reduces energy developed tremendously.

Trust Trust has been widely studied in many areas. Downloads Downloads per month over past year. Reliability and Validity H7: The path coefficient of 0. Along with the aspiration made by KTMB services in order to providing the best service to its Table 4.