The influence of service quality (SERVQUAL) dimension toward behavioral intentions of public transportation service at Kuala Lumpur Central

The main objective of the study was to determine the influence of service quality (SERVQUAL Dimension) on service behavioral intention in Kuala Lumpur Central services which operates between at middle of the city Kuala Lumpur. The service quality gap was established using SERVQUAL model by comparing expectations with actual intention of services. Correlation analysis was used to establish the relationship between service quality and behavioral intention while regression analysis was used to determine the most important service quality dimensions in public transportation service. A sample size of 150 passengers was used in the study. The findings revealed a high figure of service quality gap in responsiveness and tangibles while low figure of service quality gap was revealed in assurance, empathy and reliability. Correlation analysis revealed that behavioral intention is positively related to all quality dimensions (Tangible, Responsiveness, Reliability, Empathy and Assurance) and the results are significant. Regression analysis indicated that tangibles and responsiveness proved to have significant effect on behavioral intention to use services while assurance, empathy and reliability did not have significant effect on behavioral intention.