User’s perceptions on KTM Komuters Service at Kl Sentral Terminal, Kuala Lumpur / Nur Aishah Muhamad Badrulzaman

In this modern age, the need for public transport is very important. The terminal equipped with various facilities will attract the public to use public transport. Informing an effective and efficient terminal, it is necessary to go through various challenges to achieve passenger satisfaction in terms of terminal service quality. KTM Komuter service still received complaints from users such as ticketing systems, security, no monitoring, and lack of technical management. This study aims to examine consumer perceptions of KTM Komuter terminal services in KL Sentral. The analysis was done by distributing a questionnaire. The results show that the three areas that are their main concern are Safety, Comfort, and Hygiene as well as Management Services. Furthermore, this paper highlights the KTM Komuter terminal services that need to be improved such as ventilation system, provide more seating place, dust bin, and ticket machine.