Customer Satisfaction and Commuter Service: An Evaluation of Intercity Keretapi Tanah Melayu Berhad (KTMB) Performance Delivery

  • Krishnan Isai Amutan Isai Faculty of Languages and Linguistics, University of Malaya (UM)
  • Vimala Kadiresan HELP University
  • Neeta Jayabalan Faculty of Business, Accounting and Management, SEGi University
  • Zafir Khan Mohamed Makhbul Faculty of Economics and Management, Universiti Kebangsaan Malaysia (UKM)
  • Mohammad Nor Afandi Ibrahim Jabatan Bahasa Inggeris, Akademi Pengajian Bahasa, Universiti Teknologi MARA (UiTM)
  • Hee Sio Ching HELP University
  • Vasudevan Naidu Kanan O'Connor's Engineering Sdh. Bhd.
  • Selvajothi Ramalingam Faculty of Languages and Linguistics, University of Malaya (UM)
Keywords: customer satisfaction, commuter service, performance delivery, evaluation


The present study focuses on an evaluation of intercity Keretapi Tanah Melayu Berhad (KTMB) performance delivery on customer satisfaction and commuter services. Its objective is to evaluate the customers’ satisfaction of KTMB intercity towards the performance delivery of various services. As such, a framework was proposed for major dimensions which have an impact on the level of services satisfaction provided by my KTM commuter. Furthermore, the study employed qualitative and quantitative methods for the purpose of analysis. Data was obtained using 600 questionnaires and 18 staff via interview session. The findings show that status and age of respondents have no significant influence on safety and security, cleanliness, facilities, as well as services except between the categorical variables; quality, punctuality and price which have significant differences tangled with the performance of commuter service. From all the responses that were pointed out by interviewees, the most significant reason for the persistence of the problems is MyCommuter launched by KTM, which is the unbalanced momentum of systematic management. Also, it was realised that the heterogeneous variations of lower fairness within the system will affect the punctuality, functions of commuter, the breakdown of the trains, limitation of commuters, and etc in a negative direction. Important areas of priorities for the improvisation of commuter services are the holistic coordination of effective and continuous monitoring of system in terms of systematic management. Lastly, the present study suggests conducting an extensive study in comparing KTMB and ETS services to enhance the quality of their services.


Download data is not yet available.


Agrawal, R. (2008). Public transportation and customer satisfaction. Global Business Review 9(2), 257-272.

Khan, R. R. & Arifur, R. (2009). Service quality attributes affecting the satisfaction of railway Passengers of a selective route in Southwestern part of Bangladesh. Journal of marketing,2(1)118-122.

Amsori, M., Azizul, L.M., Ismail, A., & Rizaatiq, O. (2013). Consumers’ satisfaction of public transport monorail user in Kuala Lumpur. Journal of Engineering Science and Technology, 8(3),272-283.

Arikunto.S.(1998), Evaluation Procedure on Faciliti.YogJakarta.

Aydin, S. and Ozer, G. (2005), “National customer satisfaction indices: an implementation in the Turkish mobile telephone market”, Marketing Intelligence & Planning, 3(5),486-504.

Anderson, E. W., & Fornell, C. (2000). Foundations of the American customer satisfaction Index. Total Quality Management, 11(7), 869-882.

Creswell, J. W., Plano Clark, V. L. (2011). Designing and conducting mixed methods research (2nd ed.). Thousand Oaks, CA: Sage.

Chokaew. K.,Haider, R. A. & Punyanuch.C,.(2008) Customer satisfaction toward true move customer service.

Creshwell, J. W. (2014). Educational research,planning conducting and evaluating quantitative and qualitative research. In J. W. Creshwell, Educational Research,planning conducting and evaluating quantitative and qualitative research( 4th Ed) (p. 471). Pearson.

Cuomo, M. T. 2000. La customer satisfaction. Vantaggio competitivo e creazione divalore.Padova: CEDAM

Czepiel, J.A. (1990). Managing relationships with customers: A differentiation philosophy of marketing in Service Management Effectiveness, D. E. Bowen,

 R. B. Chase, and T.G. Cummings, eds. San Francisco: Jossey-Bass, 299-323. Davydd. J. G. & Lewin.M. (2007). Introduction to action research. London: SAGE Publication,45.

Donabedian, A. (1980). Explorations in quality assessment and monitoring,volume I: The definition of quality and approaches to its assessment. Ann Arbor, MI: Health Administration Press.

Donabedian, A. (1982) Explorations in quality assessment and monitoring, volume II: The criteria and standards of quality. Ann Arbor, MI: Health Administration Press.

Eboli, Laura & Mazzulla, Gabriella. (2007). Service quality attributes affecting customer.

Ehigie, B.O. (2006), “Correlates of customer loyalty to their bank: a case study in Nigeria”, International Journal of Bank Marketing, 24 (7),494-508. 

Fazlina,W, J.Y. (2010). Customers’ perception towards the electric Commuter train. Proceedings of the Regional Conference on Statistical Sciences, 278.

Geetika, N. Tanuj, and U. Ashwini. (2008). Internet banking in India: Issues and prospects. Journal of Bank Management, VII(2), 47-61.

Grönroos, C. (1984). A Service quality model and its marketing implications,” European Journal of Marketing, 18(4), 36-45.

Hedvall, M.B. and Paltschik, M. (1989), “An investigation in and the generation of service qualityconcepts”, in Avlonitis, al.(Eds), Marketing Thought and Practices in the 1990s, European Marketing Academy, Athens, pp. 473-83

Idris.S J. (2012). Delivering transformation. Retrieved on 12 July, 2015, from

Ibrahim, Ahmad Nazrul Hakimi Borhan, Muhamad Zakaria Nur & Zainal Siti. (2019). Effectiveness of commuter rail service toward passenger's satisfaction: A case sudy from Kuala Lumpur, Malaysia. International Journal of Engineering and Technology, 8(1) 50-55.

Jackson, S. L. (2011). Research method and statistics, a critikal thinking approach, Wadsworth Cengage Learning, 80-88.

J. D. Power & Associates Reports. (2008a). Residential gas utility satisfaction,

Jham, V. & K.M. Khan (2008). Determinants of performance in retail banking:Perspectives of customer satisfaction and relationship marketing. Singapore Management Review

Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L. & Cha, J. (2001). The evolution and future of national customer satisfaction index model. Journal of Economic Psychology, 22(3),217-45.

Kotler.P,(2000), Marketing management: Analysis, planning, implementation and control, 2(9)12.

Kamal (2013). Customer’s level of satisfaction towards KTM Commuter (Published Thesis).

Landsverk, J., Brown, H., Chamberlain, P., Palinkas, L. A., & Horwitz, S. M. (2012). Design and analysis in dissemination and implementation research. In R. C. Brownson, G. A. Colditz, & E.K. Proctor (Eds.), Translating science to practice (pp. 225-260). New York: Oxford University Press

Mitra, .L. (2002). Performance measurement & management control systems.

Malthouse, E. C. (2003). Customer Satisfaction Across Organizational Units.Integrated Journal of Marketing Communications, 22(1)12.

Mouwen, A. (2015). Drivers of customer satisfaction with public transport services. Transportation Research Part A: Policy and Practice,7(8), 123-133. 

Perera, R. (2016). The impact of railway transport service quality on passengers' satisfaction; A study based on kandy railway station. Conference: Proceeding of International Conference on Contemporary Management, (ICCM-2016), pp 678-692.

Palinkas, L. A., Aarons, G. A., Horwitz, S. M., Chamberlain, P., Hurlburt, M., & Landsverk, J. (2011a). Mixed method designs in implementation research. Administration and Policy in Mental Health and Mental Health Services Research, 38, 44-53.

Parasuraman, A. Zeithaml, V. A., & Berry, L.L (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing,

49 (4),41-50.

Parvez, M. M. (2009). Impact of service quality, trust and customer satisfaction on customer loyalty. ABAC Journal , 12(20)12-19.

Rust, R.T and Oliver, R.L (1994). Service quality: insight and managerial implications from the frontier service quality in “New Directions in Theory and Practice.

Roland T, Rust and R. L. Oliver (eds) Thousand Oasks LA: SAGE Publications, 1-99.

Rahaman, K. R. (2009). A Comprehensive approach to model pedestrians. European

Rahaman, K. R. & Rahaman, M. A. (2009). Service quality attributes affecting the satisfaction of railway passengers of a selective route in Southwestern part of Bangladesh. Journal of Theoretical and Empirical Researches in Urban

         Management,3(1), 115-125.

Sachdev, S.B and Verma, H.V (2004). Relative importance of servicequality dimension: A multi-sectoral study, Journal of Services Research, 4 (1), 119-128.

Zamalia, M.(2011). Handbook of Reaserch Methodology. Shah Alam : UPENA.
How to Cite
Isai, K., Kadiresan, V., Jayabalan, N., Mohamed Makhbul, Z. K., Ibrahim, M. N. A., Sio Ching, H., Naidu Kanan, V. and Ramalingam, S. (2020) “Customer Satisfaction and Commuter Service: An Evaluation of Intercity Keretapi Tanah Melayu Berhad (KTMB) Performance Delivery”, Malaysian Journal of Social Sciences and Humanities (MJSSH), 5(5), pp. 95 - 124. doi: 10.47405/mjssh.v5i5.402.

Most read articles by the same author(s)