The Influence of Service Quality and Passenger Satisfaction Towards Electric Train Services (ETS): A PLS-SEM Approach

[1] Barclay, D.W., Higgins, C.A., Thompson, R., 1995. The partial least squares (PLS) approach to causal modeling: personal computer adaptation and use as an illustration. Technology Studies, 2(2), pp.285-309.Search in Google Scholar

[2] Cohen, J., 1988. Statistical Power Analysis for the Behavioral Sciences. Hillsdale, NJ: Lawrence Erlbaum.Search in Google Scholar

[3] Das, A.M., Ladin, M.A., Ismail, A., Rahmat, R.O., 2013. Consumers satisfaction of public transport monorail user in Kuala Lumpur. Journal of Engineering Science and Technology, 8(3), pp.272-283.Search in Google Scholar

[4] Fornell, C., Larcker, D.F., 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), pp.39-50. https://doi:10.2307/315131210.2307/3151312Search in Google Scholar

[5] Hair, J.F., Hult, G.T.M., Ringle, C.M. Sarstedt, M., 2014. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks, CA: Sage.Search in Google Scholar

[6] Hair, J.F., Hult, G.T., Ringle, S.M., Sarstedt, M., Thiele, K.O., 2017. Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Science, 45(5), pp.616-632.10.1007/s11747-017-0517-xSearch in Google Scholar

[7] Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L., 2006. Multivariate data analysis, 6th ed. Upper Saddle River, NJ: Pearson University Press.Search in Google Scholar

[8] Khurshid, R. Naem, H., Ejaz, S., Mukhatar, F., Batool, T., 2012. Service quality and customer satisfaction in Public Transport sector of Pakistan: An Empirical study. International Journal of Economics and management, 1(9), pp.24-30.Search in Google Scholar

[9] Lawson-Body, A., Limayen, M., 2004. The Impact of Customer Relationship Mangement on Customer Loyalty: The Moderating Role of Website Characteristics. Journal of Computer-Mediated Communication, 9(4), pp.1-20.10.1111/j.1083-6101.2004.tb00295.xSearch in Google Scholar

[10] Murambi, D.V., Bwisa, H.M., 2014. Service quality and customer satisfaction in public transport sector of Kenya: A survey of shuttle travellers in Kitale Terminus. International Journal of Academic Research in Business and Social Sciences, 4(9), pp.402-412.10.6007/IJARBSS/v4-i9/1167Search in Google Scholar

[11] Ojo, T.K., Nutsogbodo, R.Y., Appiah-Mintah, R., 2014. Passenger’s perspective of quality of intercity bus transport service on Accra-Cape Coast route, Ghana. GE International Journal of Management Research, pp.267-287.Search in Google Scholar

[12] Parasuraman, A., Zeithaml, V., Berry, L., 1988. SERVQUAL - a multiple item scale for measuring consumer perceptions of service quality, Journal of Retailing, pp.12-40.Search in Google Scholar

[13] Podsakoff, P.M., MacKenzie, S.M., Podsakoff, N.P., Lee, J.Y., 2003. The Mismeasure of Management and its Implications for Leadership Research. Leadership Quarterly, 14, pp.615-656.10.1016/j.leaqua.2003.08.002Search in Google Scholar

[14] Ringle, C.M., Wende, S. and Will, S., 2005. SmartPLS 2.0 (M3), Hamburg. Retrieved from http://www.smartpls.comSearch in Google Scholar

[15] Sham, R., Samsudin, N., Rahman, K., 2013. Managing public transport service operation in reducing travel fear factor. Procedia-Social and Behavioral Sciences, 101, pp.338-344.10.1016/j.sbspro.2013.07.208Search in Google Scholar

[16] The Malay Mail., 2009. Fed up with KTM Komuter delays. [online] Available at: <https://www.malaymail.com/news/what-you-think/2015/04/15/extremely-disappointed-with-ktm-komuter-service-hari-kumar/878973> [Accessed 28 May 2018].Search in Google Scholar

[17] Thompson, K., Schofield, P., 2002. Total Quality Service. A simplified Approach to Using the Baldrige Award Criteria. Kuala Lumpur: First Agency Press.Search in Google Scholar

[18] Utusan, 2008. Utusan Malaysia Online. [online] Available at: <www.utusan.com.my> [Accessed 15 January 2018].Search in Google Scholar

[19] Zakaria, Z, Hussin, Z.H., Batau, M.F.A., Zakaria, Z., 2010. Service quality of Malaysia public trasports: A case study of Malaysia. Cross-Cultural Communication, 6(2), pp.84-92.Search in Google Scholar