FACTORS 

INFLUENCE PASSENGER'S 
SATISFACTION ON LIGHT RAIL 
TRANSIT IN KLANG VALLEY, 
MALAYSIA
PRESENTED BY : AMUTHARASAN MOORTHY (255975)
  VEIATHISHVAARI MURUGAN (259311) 
SUPERVISOR :  LOG  NIZAMUDDIN  B.  DATO'HJ. 
ZAINUDDIN
 WHAT WE WILL COVER
TODAY

• INTRODUCTION
• LITERATURE REVIEW
• RESEARCH METHODOLOGY
• RESULTS AND DATAANALYSIS
• DISCUSSION AND CONCLUSION
 RESEARCH 
BACKGROUND
• Klang  Valley has  a  high  populace,  and  one  of  significant  things  towards 
linked from one place to alternative is public transportation (Ghazali et al., 
2017). 

• The  core  reason  of  poor  public  transportation  management  and  over- 
reliance  on  private cars is  that  most  travellers prefer cars that  are  more 
cost  and  time  management  than  an  unplanned  public  transport  system 
(Almselati, et al., 2011). 

• The most substantial factors directly manipulating the fulfillment level of 
the  passengers  is  the  service  quality  because  the  quality  of  public 
transportation  service  in  Malaysia  particularly  in  Klang  Valley  as  expert 
and  were  emphasized  that  the  most  active  mode  of  transportation  for 
Klang Valley is light rail transit (LRT) system (Fen et al., 2016, Khalid et al., 
2014). 
 PROBLEM STATEMENT
Passenger Dissatisfaction

WAITING TIME LESS

POOR INEFFECTIVE
(Reliability) CONSIDERATION SAFETY RESPONSE
(Empathy) (Assurance) FACILITIES
Issue concerning the  (Tangible) ( Responsiveness)
The inefficiency of 
passenger flow and  public transportation  Traffic signals as also an issue 
system in Kuala  It still limited studies  Therefore, news 
caused congestion in    of ineffective response where 
the station as well as  Lumpur is a lack of  on smart card e- stated that the 
focus or reflection  ticketing over context  passenger front  passenger used to determine 
cause increase the 
and coordination at  can only be  wheelchair got  the information from one 
duration of waiting 
time to another  all levels throughout  established with  immovable in  place to another place(Mat et 
destination (Ghazali  the system on the  more assets in terms  the platform gap at  al., 2019).
et al., 2017).  matter required by 
of periodical  the Pusat Bandar 
the passengers(Zhao 
database and time  Puchong LRT 
et al., 2018). 
(Musa et al., 2019).  station(Aziz et al., 
2018). 
 RESEARCH QUESTIONS AND RESEARCH OBJECTIVES
RQ1 RO1
Does  the  tangibility  dimension  of  To  determine  the  tangibility 
service  influence  the  passenger  dimension  of  service  influence  the 
satisfaction on LRT? passenger satisfaction on LRT.
RQ2 RO2
Does  the  assurance  dimension  of  To  determine  the  assurance 
service  influence  the  passenger  dimension  of  service  influence  the 
satisfaction on LRT? passenger satisfaction on LRT.
RQ3 RO3
Does  the  reliability  dimension  of  To  determine  the  reliability 
service  influence  the  passenger  dimension  of  service  influence  the 
satisfaction on LRT? passenger satisfaction on LRT.

RQ4 RO4
Does the responsiveness dimension of  To  determine  the  responsiveness 
service  influence  the  passenger  dimension  of  service  influence  the 
satisfaction on LRT? passenger satisfaction on LRT.

RQ5 RO5
Does  the  empathy  dimension  of  To  determine  the  empathy 
service  influence  the  passenger  dimension  of  service  influence  the 
satisfaction on LRT? passenger satisfaction on LRT.
 LITERATURE REVIEW
UNDERPINNING THEORY
SERVQUAL model was adopted as our underpinning theory for this study, which include five 
dimensions, namely tangible, assurance, reliability, responsiveness and empathy. 
According  to  Parasuraman,  Zeithaml,  &  Berry  (1988),  service  quality  (SERVQUAL)  is 
generally used to identify the quality of the elements in product and services. 

Responsiveness

Reliability Assurance

Passenger 
Tangibility Empathy
Satisfaction

Sources: Parasuraman, Zeithaml, & Berry, 1988

 DEFINITION
• Tangible service  can  be  defined  as  the  quality  of  environmental  physical  that  refers  to  the 
Tangibility information materials, appearing physical facilities, personal and any types of physical features 
work that provides the services (Pasaribu et al., 2019). 

Assurance • According to Parasuraman, (1988) assurance dimension reveal to the knowledge and mutual 
understanding capability to attract customer confidence. 

Reliability • Reliability  can  be  defined  as  the  capability  to  brings  the  services  that  had  promised  to  the 
consumer in terms of to fulfil consumer satisfaction (Jacob & Simons, 2004). 

Responsiveness • Responsiveness is the capability to assist the customer in order through contribute instant 
services without any issues (Parasuraman, Zeithaml, & Berry, 1988). 

Empathy • According to Parasuraman, (1988) the empathy defined as an additional caring and attention 
that contribute to the customers. 

Passenger Satisfaction • Customer satisfaction is an individual’s feeling of pleasure arising from comparing the actual 
result with the expectations of a certain product or service (Kotler et al., 2019).
 RESEARCH FRAMEWORK

Tangibility

Assurance DEPENDENT
VARIABLES

INDEPENDENT Passenger 
Reliability
VARIABLES Satisfaction On 
LRT Klang Valley

Responsiveness

Empathy
 RESEARCH HYPOTHESIS

H1 H4
There is a significant relationship  There  is  a  significant relationship 
between  the  tangibility  and  between  the  responsiveness  and 
passenger  satisfaction on      Light  passenger  satisfaction  on      Light 
Rail Transit (LRT) services among  Rail  Transit (LRT)  services  among 
passengers of LRT in Klang Valley. passengers of LRT in Klang Valley.

H2 H5
There is a significant relationship  There is a significant relationship 
between  the  assurance  and  between  the  empathy  and 
H3
passenger  satisfaction on      Light  passenger  satisfaction on      Light 
There  is  a  significant  relationship  between  the  reliability 
Rail Transit (LRT) services among  Rail Transit (LRT) services among 
and  passenger  satisfaction  on      Light  Rail  Transit  (LRT) 
passengers of LRT in Klang Valley. passengers of LRT in Klang Valley.
services among passengers of LRT in Klang Valley.
RESEARCH METHODOLOGY
Research Design:
Descriptive

Data Collection Format:
Primary & Secondary

Sampling Technique:
Non-probability

Sample:
Passengers of Ampang
Station

Time Horizon:
Cross-sectional
RESEARCH DESIGN
TYPES OF RESEARCH Quantitative Research

RESEARCH APPROACH Deductive Approach

PURPOSE OF THE STUDY Hypothesis testing

EXTENT OF RESEARCH
Minimal interference
INTERFERENCE

Ampang Station, Klang Valley

POPULATION
 RESEARCH DESIGN
278 of LRT user
SAMPLE SIZE - Source: (Krejcie&Morgan,1970)
 
• Non-Probability Sampling
SAMPLING DESIGN
• Convenience Sampling Technique

Online Questionnaire : Google form

DATA COLLECTION METHOD
5-point Likert Scale

TIME HORIZON Cross Sectional Research

UNIT OF ANALYSIS Individual

 DATA ANALYSIS AND QUESTIONNAIRE DESIGN
A total of 30 items were adopted into five-point Likert scale questions 
covering five main constructs, with a further 4 demographic and 3
experienced respondent questions forming the research instrument.

Data Analysis Software:
Statistical Package for the Social 
Sciences (SPSS Statistics) Version 20 Part B
Part A
Using Experienced of 
Demographic
Respondent
Data Analysis Techniques:
• Multi-Regression Analysis
• Correlation Analysis
• Descriptive Statistic
Part C
Tangibility  Part D
Assurance Passenger’s Satisfaction on 
Reliability Service Provided by LRT in 
Responsiveness Klang Valley
Empathy
 RESULTS AND DISCUSSIONS
  Descriptive Statistics Frequency Percent

Gender Male 156 56.1

Female 122 43.9

Total 278 100.0

Age Below 21 years old 54 19.4

  21 to 30 years old 99 35.6

  31 to 40 years old 76 27.3

  41 to 50 years old 31 11.2

  Above 50 years old 18 6.5

  Total 278 100.0

Race Malay 62 31.0

  Chinese 70 35.0

  India 65 32.5

  Others 3 1.5

  Total

  278 100.0
 RESULTS AND DISCUSSIONS
Regression Analysis
Model Summary
Model R R Square Adjusted R Square Std. Error of the 
Estimate
1 .595 a .354 .342 3.694
a. Predictors: (Constant), Total_T, Total_R, Total_A, Total_E, Total_RR
ANOVAa
Model Sum of Squares df Mean Square F Sig.
Regression 2035.391 5 407.078 29.840 .000b
1 Residual 3710.670 272 13.642    
Total 5746.061 277      
a. Dependent Variable: Total_CS
b. Predictors: (Constant), Total_T, Total_R, Total_A, Total_E, Total_RR

 
Coefficientsa
 
Model Unstandardized Coefficients Standardized  t Sig.
Coefficients
B Std. Error Beta
(Constant) 9.549 .861   11.089 .000
Total_R .243 .070 .287 3.479 .001
Total_RR .024 .099 .028 .247 .805
1
Total_A .199 .082 .225 2.414 .016
Total_E .068 .093 .077 .731 .465
Total_T .034 .100 .039 .344 .731
a. Dependent Variable: Passenger’ Satisfaction
a. Dependent Variable: Total_CS
 RESULTS AND DISCUSSIONS
Correlations
  Total_R Total_RR Total_A Total_E Total_T Total_CS

Pearson Correlation Correlation
1 Analysis
.800 .684 ** ** .699** .736** .547**
Total_R Sig. (2-tailed)   .000 .000 .000 .000 .000
N 278 278 278 278 278 278
Pearson Correlation .800** 1 .794** .830** .854** .535**
Total_RR Sig. (2-tailed) .000   .000 .000 .000 .000
N 278 278 278 278 278 278
Pearson Correlation .684** .794** 1 .808** .819** .539**
Total_A Sig. (2-tailed) .000 .000   .000 .000 .000
N 278 278 278 278 278 278
Pearson Correlation .699** .830** .808** 1 .856** .517**
Total_E Sig. (2-tailed) .000 .000 .000   .000 .000
N 278 278 278 278 278 278
Pearson Correlation .736** .854** .819** .856** 1 .525**
Total_T Sig. (2-tailed) .000 .000 .000 .000   .000
N 278 278 278 278 278 278
Pearson Correlation .547** .535** .539** .517** .525** 1
Total_CS Sig. (2-tailed) .000 .000 .000 .000 .000  
N 278 278 278 278 278 278
**. Correlation is significant at the 0.01 level (2-tailed).
 SUMMARY HYPOTHESIS TESTING
Variables Hypothesis Decision

H1: There is significant relationship between tangibility 
Tangible and passenger satisfaction Accepted

H2: There is a significant relationship between 
Assurance assurance and passenger satisfaction Accepted

H3 :There is a significant relationship between reliability 
Reliability and passenger satisfaction. Accepted
 Variables Hypothesis Decision

Responsiveness H4: There is a significant relationship between 
Accepted
responsiveness and passenger satisfaction

Empathy H5: There is a  significant relationship 
Accepted
between empathy and passenger satisfaction
DISCUSSION &
CONCLUSION
 DISCUSSION

ü Based on the correlation analysis , the findings shows tangibility,reliability, responsiveness,

assurance and empathy have a significant relationship towards passenger satisfaction

      
 CONCLUSION
q According to our research, Tangible is not significant. So
Lrt Klang Valley should improve their facilities to satisfy
the passengers
q Rail Authority should provide a systematic schedule or
timetable as well inform immediately when there is a
breakdown occur or delay to the passengers so it will
reduce the duration of waiting time.
q Always informs passengers about the availability of
service, changes of price, and problems occurred in
advance
q Should maintain the cleanliness of terminal so it will make
passengers comfortable to use their service
THANK YOU