ISSN: 2226-3624
Open access
The under-utilization of public transport regardless of road or rail transport is an indicator that the authorities failed to provide satisfactory level of services and thus hindered the customer intention to use them. There are studies on service quality that had been discussed extensively with regards to public transport either rail or road transport but the study on service quality and intention to use had remained unexplored. This study was conducted with two main objectives, firstly to examine the relationship between all the eight dimension in rail service quality (RAILQUAL) and its relation to intention to use and determine the most significant dimension of RAILQUAL to intention to use. The study used convenience sampling through google form to 356 respondents and only 258 were deemed suitable for analysis purposes. From the data analysis, only reliability, connection and convenience are related to intention to use, and convenience stands out as the most significant contribution to intention to use. This study proposed Investigating gender-specific influences on transport preferences, particularly regarding safety perceptions.
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