A Comparative Study of Factors Affecting Satisfaction and Loyalty of User’s the Mass Rapid Transit (Mrt) System: Case Study of Mrt in the Red Line and the Purple Line

Abstract

        This research aims to study the difference in service quality factors and corporate image that affecting to satisfaction and loyalty of user’s the mass rapid transit (MRT) system: Case study of the Red Line and the Purple Line. This is quantitative research. The research sample was commuter train users on the Red Line and Purple Line, A cluster sampling of 400 people was used. Data were collected using online questionnaires and self-administered questionnaires. Statistics used for analysis include frequency, percentage, mean, and standard deviation. and hypothesis testing using inferential statistics multiple regression analysis.
        The research results found the service quality factors that affect the satisfaction of train users on both the Red Line and Purple Line are Reliability, significant at 0.01; Responsiveness affects the satisfaction of Purple Line train users, significant at 0.05; Empathy affects the satisfaction of Red Line train users, significant at 0.05. Corporate image affects the satisfaction of train users on both the Red Line and Purple Line, significant at 0.001, and Satisfaction affects the loyalty of train users on both the Red Line and Purple Line, significant at 0.001. As for service quality factors, tangibles, assurance, and reliability do not affect the satisfaction of train users on both the Red Line and Purple Line and Empathy do not affect the satisfaction of Purple Line train users which is inconsistent with the hypothesis.