Abstract
In contrast to developed countries, develo** countries still have low use of public transportation. Thus, to improve overall customer experience and MRT ridership, it is critical to address consumers’ public transportation service quality expectations. This objective of this paper is to describe demographic characteristics that may affect customer perceived service quality and any variations in customer perception between different age groups. This survey collected questionnaire results from MRT users of the SBK Line. The methodology of this paper includes using the SERVQUAL dimensions (Reliability, Assurance, Tangibility, Empathy, and Responsiveness) with the inclusion of Safety & Security and Accessibility dimension. Cluster Analysis (CA) was included in this study to segregate respondents’ age groups. The outcome of this analysis shows that most respondents were in the age range of 25–31, which consists of 38.7%. Overall, it is concluded that mean importance scored higher than mean performance for all clusters. The Importance-Performance Analysis (IPA) results show that the perceived service quality varies with age. However, respondents of all ages agree that the safety and security dimension is considered satisfactory. It is intended that this article will encourage stakeholders to improve the quality of MRT, especially in Malaysia, so that the country can compete on a global scale in terms of public transportation.
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The first author would like to thank UNITEN BOLD 2021 Grant J510050002/2021167 for making it possible to publish this article.
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Norhisham, S. et al. (2022). Evaluating Mass Rapid Transit (MRT) Service Quality According to Customers’ Age Group of Varying Travel Pattern. In: Nia, E.M., Farshchi, I., Yola, L., Awang, M. (eds) Sustainable Development Approaches. Lecture Notes in Civil Engineering, vol 243. Springer, Cham. https://doi.org/10.1007/978-3-030-99979-7_6
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