Customer satisfaction and loyalty to rail transit in Klang Valley

• Main Authors: Kee, Min Hui, Zainuddin, Nizamuddin
• Format: Conference or Workshop Item
• Language: English
• Published: 2012
• Subjects: HE Transportation and Communications
• Online Access: http://repo.uum.edu.my/8450/1/p1610.pdf; http://repo.uum.edu.my/8450/; http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423

The study investigates users’ satisfaction and loyalty toward services level, safety and environment that provided by the rail transit at Klang Valley.It shown the relationships to customer satisfaction, loyalty, environmental, services, and safety factors. The data was analyzed using descriptive statistics, quantitative analysis and Processing for the Social Science (SPSS). Safety is the most important factor which is 100% that customer pay close attention and followed by services level and environment.The findings indicate the positive or negative significant relationships between customer satisfactions and loyalty to environment, services level and safety.In the result, that shown as well as positive significant relationship between environmental, safety, services level concern and satisfaction along with loyalty.