Factors that influenced customers’s satisfaction towards train services at KTM Sungai Petani / Sakina Said and Umi Hawa Jamaluddin

The Keretapi Tanah Melayu Berhad (KTMB) is one of the organizations which provide public transportation services in Malaysia. Nowadays, the number of passengers are keep on increasing from time to time. So, it is important to KTMB to ensure the customers are satisfied with the service provided by them. Customer satisfaction is the situation where the organization able to provide the service exceed the customers’ expectation. In order to know the level of customer satisfaction, there are several indicators been used to measure it. The study is to examines the factors that influenced the customers’ satisfaction towards train services at KTM Sungai Petani. The case study had been applied and used in this study to survey among the passengers of KTM Sungai Petani. The number of 450 questionnaires were distribute, however only 384 questionnaires were completed and been used for this study. The data obtained were analysed and these following finding were found out. There were relationship between customers’ satisfaction and dimension of SERVQUAL such as tangible, reliability, empathy and responsiveness. The levels of customers’ satisfaction towards train services were increase but there were some issues which may gave bad impact to the organization.