Factors influencing passengers' satisfaction with public transportation services quality in Klang Valley

Ngew, Zi Ern and Arshen Beevi, Varusad Mohamed and Ng, Vyjan (2025) Factors influencing passengers' satisfaction with public transportation services quality in Klang Valley. Final Year Project, UTAR.

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Abstract

In crowded cities like Malaysia's Klang Valley, public transport is important in daily life. As the population grows, then worsen traffic congestion issue, improving public transportation services has become necessity, to make travel easier and more convenient. Tangibility, reliability, responsiveness, assurance, and empathy are the five main characteristics that will be examined in this study as it attempts to determine the elements that affect passengers' satisfaction with Klang Valley public transport services. Data was gathered from passengers who frequently take public transit in the area using a questionnaire. SPSS 30.0 was used to evaluate the results. The results show there is a substantial connection between passenger pleasure and four factors: tangibility, reliability, assurance, and empathy. This means that passengers value clean and comfortable facilities, on-time and dependable services, feeling safe while traveling, and staff who show care and respect. However, responsiveness, which refers to how quickly and helpfully staff respond to passengers’ needs, did not have a strong influence on satisfaction. The study mentioned the important of focusing on the areas that truly matter to passengers. In conclusion, understanding what passengers care about most can lead to better service quality, higher satisfaction, and increased public transport usage in the future. Keywords: Service Quality Model (SERVQUAL), Passenger Satisfaction, Light rail transit (LRT), Public Transport, Urban Transport Subject Area: HE305-311 Urban transportation

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