Uncovering the Heartbeat of Public Transport in Klang Valley—Is Your Journey Satisfying?

Abstract

This paper explores the essential elements of public transport service quality to enhance commuter preferences in Klang Valley, Malaysia. It specifically investigates reliability, assurance, tangible aspects, and responsiveness as key dimensions impacting customer satisfaction while riding on public transport among the urban residents in the Kuala Lumpur urban area. The study's main aim is to examine relationships among these dimensions and their overall influence on customer satisfaction using quantitative methods, with multiple linear regression analysis and convenience sampling used. The research seeks to capture a representative sample size to provide insights for targeted improvements in the overall public transport system.