Determinants of customer satisfaction on catering service in Electric Train Service (ETS), Keretapi Tanah Melayu Berhad (KTMB) / Izhar Hafifi Zainal Abidin...[et al.]

Zainal Abidin, Izhar Hafifi and Ab Ghani, Intan Suzaini and Mohd Amin, Nurizati and Usman, Samsul Bahri and Mohd Piah, Zul Hazam (2019) Determinants of customer satisfaction on catering service in Electric Train Service (ETS), Keretapi Tanah Melayu Berhad (KTMB) / Izhar Hafifi Zainal Abidin...[et al.]. In: The 6th International Accounting & Business Conference 2019. Secretariat of IABC 2019, 6th . UiTM Cawangan Johor, Segamat Johor, p. 37.


In Malaysia, Electrified Train Services (ETS) is the first high speed intercity train system. ETS was executed under the Eighth and Ninth Malaysia Plan with the intention to enhance the operational efficiency and service of Keretapi Tanah Melayu Berhad (KTMB). This service provides an improved travel time for a long-haul journey. As a competitor to other means of public transportation such
as airline, this ETS service must be constantly innovative to stay relevant. To maintain and improve this service, the underlying forces that affect customer satisfaction including catering service, needs to be understood. The purpose of this study is to identify the determinants of customer satisfaction on the catering service in Electric Train Service (ETS) of Keretapi Tanah Melayu Berhad (KTMB) and among the most common factor discussed are food quality, service quality and atmosphere. 180 questionnaires were distributed to passengers who buy meals at the ETS cabin café and a total of 104 questionnaires were returned. Descriptive analysis was first conducted to examine the demographic characteristics of the respondents. Multiple linear regression analysis was then performed to determine the relationship among variables. The findings of this study clearly show that there were positive relationships between food quality and atmosphere with customer satisfaction and in a surprising manner, no significant relationship between service quality and customer satisfaction discovered. Among the two significant factors, the food quality has the strongest influence on customer satisfaction. Therefore, it is necessary for the ETS catering to continuously understand customers’ need especially with regards to food quality. Improving customer satisfaction will leads to the development of customer relationship, revenue increase and stronger competitive advantage.


Item Type: Book Section
Email / ID Num.
Zainal Abidin, Izhar Hafifi
Ab Ghani, Intan Suzaini
Mohd Amin, Nurizati
Usman, Samsul Bahri
Mohd Piah, Zul Hazam
Email / ID Num.
Kassim, Mohd Azraai
Joyosumarto, Subarjo
Subjects: H Social Sciences > HD Industries. Land use. Labor > Food industry and trade. Halal food industry. Certification
H Social Sciences > HF Commerce > Consumer satisfaction
Divisions: Universiti Teknologi MARA, Johor > Segamat Campus
Series Name: Secretariat of IABC 2019
Volume: 6th
Page Range: p. 37
Keywords: Catering; Transportation/railway catering; Passenger satisfaction; Customer satisfaction; KTM (ETS); UiTM Cawangan Johor
Date: 2019
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