Customer Expectations and its Relationship Towards Public Transport in Klang Valley


  • Rohana Kamaruddin
  • ‘Ismah Osman
  • Che Anizaliana Che Pei



This study investigates users’ expectations towards the services provided by public transportations and its relationships to customer satisfaction, loyalty and environmental factors. Additionally, it also attempts to determine the most preferred mode of public transport. The data was then analyzed using descriptive statistics and structural equation modeling (SEM). The most preferred mode of public transportation was LRT (35.8%), and monorail (28.1%). More importantly, customers’ expectations on PT services were based generally on the account of safety. Findings also indicated positive significant relationships between customer satisfactions, environment and loyalty, as well as a positive significant relationship between environmental concern and loyalty.

Keywords: services; customer; expectations; satisfaction; loyalty.

eISSN 2514-7528 © 2017 The Authors. Published for AMER ABRA by e-International Publishing House, Ltd., UK . This is an open access article under the CC BY-NC-ND license ( Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.



How to Cite

Kamaruddin, R., Osman, ‘Ismah, & Che Pei, C. A. (2017). Customer Expectations and its Relationship Towards Public Transport in Klang Valley. Journal of ASIAN Behavioural Studies, 2(4), 29-39.