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.

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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. Available at: (Accessed: 6June2020).

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