Factors Influencing Tourists’ Satisfaction on Electric Train Service (ETS)

Abstract

This study investigates the use of Electric Train Services (ETS) railway service by tourists. It seeks to understand factors influencing tourists’ satisfaction with ETS train services. Data were collected from a survey with convenience and purposive sampling by selected tourists in ETS station in Kuala Lumpur Sentral. Theoretical frameworks for research units like the four dimensions of the level of satisfaction (accessibility, service quality, traveling comfort, cost). 213 respondents were gathered through a combination of a direct approach and an online survey using Google Forms. The data collected was analyzed using SPSS 27 and Excel. The findings revealed strong correlations between all the listed aspects and tourist satisfaction. Overall, tourists were highly satisfied with the ETS train services at KL Sentral. Consequently, this study contributes to our understanding of how tourists perceive and experience the ETS service. The conclusion of the study delves into the results obtained and explores potential implications and future possibilities.