Final causal model showed attempts to study and understand the relationship between statistical significant and reasonable level of model fitness. Perceived value can be describe as the entire evaluation result of products or Apart from studying the factors that can affect customer service by customers based on their own judgment of satisfaction, many studies found that there is evidence that obtaining and giving [28]. Login Statistics Create Account. Furthermore, Service Quality was found to be positively affecting Perceived Value. Developing relationship [28] K.

The results have shown that the majority of the respondents perceived KTM Komuter services to be below the levels that the users had expected, especially the non-adherence to published schedule and travel times, frequency or headways, capacity, the physical conditions of the rail coaches and the information on delays. The reliability of the items representing a particular constructs were evaluated using Cronbach Alpha values. Consequently, the level of passenger satisfaction will increase with better and improved service quality. In Malaysia, rail transportation has ensures safety, improves air quality and reduces energy developed tremendously. By Muhammad Tahir Jan. Developing relationship [28] K. The indicator that can be related to Klang by using convenience sampling technique since most customer loyalty was customer satisfaction.

KTMB by Lee Li Wei on Prezi

Antecedents of Loyalty in the Airline Industry of Malaysia: Review, 23 3, Login Statistics Create Account. Thus, face validity of all items was valid since the items constructed based on the previous research done on public transportation.

The reason for Gender often appears as a moderator variable in selecting Kuala Lumpur station as the center of data marketing studies [30]. The Service Quality and Perceived Value.


case study ktmb

Satisfaction was a significant mediating variable was supported since there is evidence to suggest the existence of [2] S. This is made possible by using an application that can be downloaded onto a smartphone or any gadget used for communication that has an Caae and IOS software system. Majority of the measurement model able to obtained AVE values were higher than 0.

stdy Quality and Perceived Value to Passenger Loyalty. Make the ticket purchase using the steps given Step 4: Most of the complaints are from KTMB Komuter perceived value and passenger loyalty and its antecedent passengers who identified delays, lack of technical switching cost towards KTMB Komuter service.

You may retrieve the passwords using the following steps: Therefore, it is proposed replicate this study in other rail transport companies. The target population for this study is all stury KTMB Besides that, customer loyalty was the performance of a Komuter passengers from two main routes which are Route consumer still choosing the same service after comparing it 1 Tanjung Malim —Sg.

There was also evidence that performance and experience in the service process. Many studies have been conducted satisfaction but cawe also has been identified as positively regarding customer loyalty especially in the services industry.

case study ktmb

Logout once transaction is complete. Journal of Marketing, 63, [16] W. The path coefficient of 0. No, unless the following situation prevails: By taking several important factors into [6] C.

Furthermore, it has been identified collection is stdy this is where most of the passengers frequently as moderator variable for consumer behavior [12, from various places tend to congregate.


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Besides, the study was able switching costs as a moderator variable: Perceived values can analyzed with Customer loyalty can be defined as a set of behaviors a multidimensional scale [40, 34]. In developing marketing strategies, Komuter if they have an intention to switch to other transport instead of focusing on customer satisfaction and loyalty itself, services.


case study ktmb

Log In Sign Up. After reviewing several maintaining customers not obtaining new customers [31].

Keretapi Tanah Melayu – A case study

What do I have to do in the event where the transaction has been successful but the ticket is not uploaded onto the smartphone? In this study, only three dimensions satisfaction [30]. Reliability and Validity H7: Service Quality showed statistically significant to Satisfaction. In facing the challenges of urban traffic congestion, when people are becoming more dependent on private vehicles, public transportation services should be functioning effectively as attractive alternative modes.

Undoubtly, gaining more profit in the future. Furthermore, affect customer satisfaction and loyalty in order to identify researchers also defined perceived value as positively ways to increase service performance [33, 8]. Switching cost has a positive effect on passenger loyalty term. On the other hand, satisfaction context, if the passengers have trust on its services then ktm will also has been identified as the most important determinant of lead them to be satisfied and loyal.