Factors Affecting Customer Satisfaction in Malaysian Electric Train Service KTMB (ETS)

• Main Authors: Yaakob, Mazri, Radzuan, Kamaruddin, Jayashanker, Nitianandan
• Format: Conference or Workshop Item
• Language: English
• Published: 2022
• Subjects: HF Commerce
• Online Access: https://repo.uum.edu.my/id/eprint/30693/1/7th%20ICSC%202022%20251-262.pdf; https://repo.uum.edu.my/id/eprint/30693/
• Institution: Universiti Utara Malaysia

The purpose of this study is to study the investigate the factors that contribute to customer satisfaction towards Malaysian Electric Train Service KTMB (ETS). The respondents of this study are the users who are using the KTMB ETS service. The factors investigated in this study are responsiveness, website design and privacy. In this study, the quantitative method was implemented. Non random sampling are chosen as a sample size. In assessing the relationship between variables, a total of 1200 questionnaires were distributed and analyzed using SPSS 23.0 to produce an accurate finding. Data were collected from 421 out of 1200 respondents. Correlation analyses were used to answer the research hypothesis. The findings of the research proved that service quality is significantly related to the customer's satisfaction. This study clearly illustrate that responsiveness and website design have the most influence towards increasing the customer's satisfaction. This study also contributes to a new scope of research in the business field and discusses the implications, recommendations for future research.