Customer Expectations and its Relationship Towards Public Transport in Klang Valley
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Abstract
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.
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Copyright (c) 2017 Rohana Kamaruddin, 'Ismah Osman, Che Anizaliana Che Pei
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