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Table of Contents

The importance of service quality towards customer service satisfaction when commuting in Klang Valley, Malaysia - Part 10



As we look at the various literatures in this research, we learned that aiming for total customer or passenger satisfaction is a complex task to attain. It involves a broad scope of factors including its underlying indicators that may or may not increase the train commuters’ satisfaction. However, based on the strategic models and designs outlined on the various materials, trains service providers may adapt some of the mentioned techniques. Additionally, we learned that the implementation if different improvement plans may not just be done as what is stated on the blueprint due to complexity of designs, approaches, and most importantly, the funding. The aforementioned service quality improvement model for railway services involves an allocation of adequate funds, so that plans will be implemented.

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As such, there would be no silver bullets that will address the numerous challenges that demand the delivery of improvements to our current railway status especially in Klang Valley train service. However, based on the analysis of the various literatures, each train stations could face its unique set of issues and challenges, which necessitates extensive planning as well as integrated solutions delivery. This strategy will eliminate the need to either buy tickets from the vending machine and or falling in line at the ticket counter. Relatively, these solutions and improvements can be done using improvement plans, appropriate investment level, multi stakeholder development and delivery, and devolved responsibility including good governance. The analysis and review included in this research mainly focuses on the strategic plans of service quality improvement, which revealed that determining the satisfaction level of train commuters is equally important to knowing the importance of service quality towards passenger satisfaction when commuting. As we combine all the important factors in improving the satisfaction rate, future challenges may have a less impact when it comes to the overall commuters’ satisfaction over the railway service system.

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