The Impact of Service Quality on Rail Transport Users in Klang Valley

This report examines the intricate relationship between service quality, perceived value, and customer satisfaction within the public rail transportation sector of Klang Valley, Malaysia. The study delves into the factors influencing user experiences and preferences, aiming to understand how service quality impacts customer satisfaction. The research encompasses a literature review, research methodology, and analysis of key variables. It explores the significance of service quality, including factors such as punctuality, ticketing systems, and overall travel experience. The report also investigates the perceived value of public rail transport, considering its cost-effectiveness and convenience compared to private vehicles. The findings provide insights into the drivers of customer satisfaction, identifying areas for improvement to enhance user loyalty and promote increased public transport usage. Ultimately, the research aims to contribute to the enhancement of the public rail transportation system in Klang Valley, making it more efficient, user-friendly, and attractive to a wider range of commuters.