The efficiency of Keratapi Tanah Melayu Berhad Komuter (KTMB) provide their services and passenger’s satisfaction level in Kuala Lumpur / Fatimah Shafiee, Nur Erny Nabilla Rosian and Siti Zubaidah Mohd Yusof

Keretapi Tanah Melayu Behad (KTMB) is the largest train services in Malaysia and also majorly used public transport. Keretapi Tanah Melayu Berhad offer four types of services that comprises of Komuter services, Freight services, KTM-Distribution services and Intercity services. This research is about to study the efficiency of Keretapi Tanah Melayu Berhad Komuter (KTMB) provide their services and passenger’s satisfaction level in Kuala Lumpur. These dimensions of service quality which include reliability, responsiveness, assurance, empathy and tangible are factors that used to identify the best dimensions towards customer satisfaction that used KTMB Komuter services in Kuala Lumpur. The sample size for this study is 110 respondents are required to answer the questionnaire. Respondents are required to answer the questionnaire regarding the element of service quality towards KTMB Komuter provide their services. Data obtained using two methods that are primary and secondary data. Data are analysed using Reliability Test, Regression Analysis, Frequency Analysis and descriptive statistics through SPSS program.