Public Transport Services in Klang Valley: Customer Expectations and Its Relationship Using SEM

Document Type

Journal Article

Publication Date


Subject Area

mode - tram/light rail, ridership - attitudes, ridership - perceptions, place - asia


Services, customer, expectations, satisfaction, loyalty


This study investigates users’ expectations towards the services provided by public transportations and its relationships to customer satisfaction, loyalty and environmental factors. Additionally, it attempts to determine the most preferred mode of public transport. The data was then analyzed using descriptive statistics and structural equation modeling (SEM). The most preferred mode of public transportation was LRT (35.8%), and monorail (28.1%). More importantly, customers’ expectations on PT services were based generally on the account of safety. Findings also indicate positive significant relationships between customer satisfactions, environment and loyalty, as well as positive significant relationship between environmental concern and loyalty.


Permission to publish the abstract has been given by Elsevier, copyright remains with them.


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