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German JD, Redi AANP, Ong AKS, Liwanag JL. The impact of green innovation initiatives on competitiveness and financial performance of the land transport industry. Heliyon 2023; 9:e19130. [PMID: 37636346 PMCID: PMC10457538 DOI: 10.1016/j.heliyon.2023.e19130] [Citation(s) in RCA: 1] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/26/2023] [Revised: 08/09/2023] [Accepted: 08/13/2023] [Indexed: 08/29/2023] Open
Abstract
The transportation sector is one of the primary contributors to greenhouse gas emissions that have deteriorating effects on the state of the environment. The implementation of sustainable practices has become one of the most challenging tasks of organizations at present. This study examined the effect of implementing green innovation initiatives on a firm's competitiveness and financial performance of motor vehicle companies in the Philippines. Data were gathered through an online survey questionnaire with a total of 206 respondents composed of employees of various ranks working in companies engaged in the manufacture, distribution, retail, and service of motor vehicles. The theoretical framework presented a hierarchical latent variable model which was validated using the partial least square structural equation modelling (PLS-SEM). The model fit, measurement, general construct fit, discriminant validity, and structural model parameters were examined and found to have acceptable values. The findings indicated that environmental regulations, market demand, government pressure, competitor pressure, corporate social responsibility, and employee conduct were the significant drivers of green innovation initiatives. The study also revealed that the implementation of green innovation initiatives positively affects the firm's competitiveness and financial performance. Motor vehicle companies and other types of organizations are encouraged to demonstrate not only their concern for society or community but also their concern for the environment to acquire better market leverage and financial position.
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Affiliation(s)
- Josephine D. German
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines
| | | | - Ardvin Kester S. Ong
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines
- E.T. Yuchengco School of Business, Mapua University, Makati, Philippines
| | - Jerome L. Liwanag
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines
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Xie J, Ma S. Research on the service quality of emergency medical language services during major unexpected public health events. Front Public Health 2023; 11:1169222. [PMID: 37377542 PMCID: PMC10292750 DOI: 10.3389/fpubh.2023.1169222] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/19/2023] [Accepted: 03/29/2023] [Indexed: 06/29/2023] Open
Abstract
Introduction Emergency Medical Language Services (EMLS) have played a crucial role in the COVID-19 pandemic. Research on the quality and its influencing factors of EMLS is necessary. Methods This study used the SERvice QUALity (SERVQUAL) model to determine factors affecting the quality of EMLS during the pandemic. An online questionnaire was completed by 206 participants who received the service in 2021-2022. Structural Equation Modeling (SEM) indicated that the service provider and service process significantly influenced the Service Results. Results In the service process, the evaluation of service content and responsiveness were highly correlated, and both factors significantly affected user satisfaction. In the service provider, tangibility and reliability were highly correlated. The key factors for user willingness to recommend the service were service content and tangibility. Discussion Based on the results of the data analysis, it can be inferred that EMLS should be improved and upgraded in terms of service organization, talent cultivation, and service channel expansion. To enhance service organization, an emergency medical language team should establish a close collaboration with local medical institutions and government departments, and an EMLS center should be established with the support of hospitals, government, or civil organizations.
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Affiliation(s)
- Jingyi Xie
- International College of Chinese Studies, Fujian Normal University, Fuzhou, China
| | - Siyu Ma
- College of International Education, Capital Normal University, Beijing, China
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Ong AKS, Prasetyo YT, Kishimoto RT, Mariñas KA, Robas KPE, Nadlifatin R, Persada SF, Kusonwattana P, Yuduang N. Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines. UTILITIES POLICY 2023; 80:101454. [PMID: 36506908 PMCID: PMC9728044 DOI: 10.1016/j.jup.2022.101454] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Subscribe] [Scholar Register] [Received: 01/16/2022] [Revised: 11/05/2022] [Accepted: 11/05/2022] [Indexed: 06/17/2023]
Abstract
This study aimed to determine factors affecting customer satisfaction of national electric power companies during the COVID-19 pandemic by integrating SERVQUAL and Expectation-Confirmation Theory approaches. A total of 529 participants voluntarily participated and answered an online questionnaire of 49 questions. Structural equation modeling indicated that Tangibility, Empathy, and Responsiveness were positively related to Service Quality which subsequently led to Customer Expectation, Energy Consumption, and Perceived Performance (PE). In addition, a higher PE was positively related to Confirmation, which eventually led to Customer Satisfaction. It was evident that integrating SERVQUAL and ECT could holistically measure customer satisfaction among electricity service providers.
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Affiliation(s)
- Ardvin Kester S Ong
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines
| | - Yogi Tri Prasetyo
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines
- International Program in Engineering for Bachelor, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li, 32003, Taiwan
- Department of Industrial Engineering and Management, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li, 32003, Taiwan
| | - Ryuichi T Kishimoto
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines
- School of Graduate Studies, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines
- College of Engineering and Information Technology, Pamantasan Ng Lungsod Ng Valenzuela. MXV9+GJF, Maysan Rd, Valenzuela, Metro Manila, Philippines
| | - Klint Allen Mariñas
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines
- Department of Industrial and Systems Engineering, Chung Yuan Christian University, Taoyuan, 320, Taiwan
| | - Kirstien Paola E Robas
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines
| | - Reny Nadlifatin
- Department of Information Systems, Institut Teknologi Sepuluh Nopember, Kampus ITS Sukolilo, Surabaya, 60111, Indonesia
| | - Satria Fadil Persada
- Entrepreneurship Department, BINUS Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia
| | - Poonyawat Kusonwattana
- Department of Industrial Engineering, Faculty of Engineering, North-Chiang Mai University, Chiang Mai, 50230, Thailand
| | - Nattakit Yuduang
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines
- School of Graduate Studies, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila, 1002, Philippines
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Ong AKS, Prasetyo YT, Manguray ARB, Moral EJMG, Maun ALM, Diaz JGF, Monteiro CN, Dangaran VCC, Persada SF, Nadlifatin R, Ayuwati ID. Evaluating factors influencing customers' intention to eat Korean cuisine "Samgyeopsal" in the Philippines: A structural equation model forest classifier approach. PLoS One 2023; 18:e0286077. [PMID: 37205676 DOI: 10.1371/journal.pone.0286077] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 11/05/2022] [Accepted: 05/09/2023] [Indexed: 05/21/2023] Open
Abstract
Samgyeopsal has become a widely popular cuisine in the Philippines since 2014. The rise of Samgyeopsal is evident worldwide as it is available in countries such as the United States, Northern, and Southern Asia. This study aimed to explore the intention to eat Samgyeopsal during the COVID-19 pandemic utilizing structural equation modeling and random forest classifier. With a total of 1014 responses collected online, the result showed that utilitarian and hedonic motivation, Korean influence, and attitude led to very high actual behavior in east Samgyeopsal in the Philippines. Moreover, subjective norm, perceived behavioral control, and intention led to significant results influencing intention to actual behavior. Lastly, the COVID-19 safety protocol showed the least significant result. This study is the first study that evaluated the intention of consumers to eat Samgyeopsal in the Philippines during the COVID-19 pandemic. The results of this study would be beneficial to Korean BBQ restaurateurs and the further development of their marketing strategies even in other countries. Finally, the model construct of this study can be extended and applied in evaluating the consumers' eating intention toward other varieties of food or cuisines worldwide.
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Affiliation(s)
- Ardvin Kester S Ong
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines
| | - Yogi Tri Prasetyo
- International Bachelor Program in Engineering, Yuan Ze University, Chung-Li, Taiwan
- Department of Industrial Engineering and Management, Yuan Ze University, Chung-Li, Taiwan
| | | | | | | | - Josh Gasty F Diaz
- Young Innovators Research Center, Mapúa University, Manila, Philippines
| | | | | | - Satria Fadil Persada
- Entrepreneurship Department, BINUS Business School Undergraduate Program, Bina Nusantara University, Jakarta, Indonesia
| | - Reny Nadlifatin
- Department of Information Systems, Institut Teknologi Sepuluh Nopember, Surabaya, Indonesia
| | - Irene Dyah Ayuwati
- Department of Information Systems, Institut Teknologi Telkom Surabaya, Surabaya, Indonesia
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Evaluating the influence of service quality, hedonic, and utilitarian value on shopper's behavioral intentions in urban shopping malls during the COVID-19 pandemic. Heliyon 2022; 8:e12542. [PMID: 36568661 PMCID: PMC9764793 DOI: 10.1016/j.heliyon.2022.e12542] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 06/30/2022] [Revised: 10/09/2022] [Accepted: 12/14/2022] [Indexed: 12/24/2022] Open
Abstract
Shopping malls are subjected to a lot of changes during the COVID-19 pandemic, especially in the Philippines. The objective of the study was to evaluate the influence of service quality, hedonic, and utilitarian value of malls on shopping mall goers' behavioral intentions during the COVID-19 pandemic. SERVQUAL five dimensions were utilized to represent the service quality aspect, while utilitarian and hedonic values are used to embody the shopping mall values among Filipino citizens. Additionally, we included convenience and social experience as part of our model, to which relationships were assessed toward the utilitarian and hedonic shopping mall values, respectively. An online survey was distributed and collected 519 valid responses among Filipino shopping mall goers. Using Structural Equation Modeling (SEM), results showed that for service quality aspect, tangibles, empathy, and assurance had significant effects on shopper's shopping mall satisfaction during the COVID-19 pandemic. On the other hand, both shopping mall values present positive effects on shopper's satisfaction on which utilitarian value gave the strongest influence in the overall model, followed by the hedonic value. Convenience and social experience also showed positive effects on utilitarian and hedonic values, respectively. The utilized extended framework from SERVQUAL dimensions and hedonic and utilitarian values to measure satisfaction and behavioral intentions was seen to be applicable to measure human behavior and lifestyle studies. Overall, the satisfaction from both service quality and shopping mall values aspect strongly influences shoppers' behavioral intention in going to the mall.
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Cahigas MM, Prasetyo YT, Persada SF, Ong AKS, Nadlifatin R. Understanding the perceived behavior of public utility bus passengers during the era of COVID-19 pandemic in the Philippines: Application of social exchange theory and theory of planned behavior. RESEARCH IN TRANSPORTATION BUSINESS & MANAGEMENT 2022; 45:100840. [PMID: 38013982 PMCID: PMC9125046 DOI: 10.1016/j.rtbm.2022.100840] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Subscribe] [Scholar Register] [Received: 11/06/2021] [Revised: 05/14/2022] [Accepted: 05/17/2022] [Indexed: 05/05/2023]
Abstract
Over the years, passengers in the Philippines have relied on public utility bus (PUB) to reach a destination. However, PUB has been greatly affected by the adverse effects of the coronavirus disease (COVID-19) outbreak. Therefore, the study analyzed passengers' behavior using PUB during the COVID-19 pandemic by integrating social exchange theory (SET) and the theory of planned behavior (TPB). A total of 505 PUB users completed the online questionnaire containing sixty-seven (67) measures. Through confirmatory factor analysis - structural equation modeling (CFA-SEM), all the twelve (12) hypotheses were found significant. Accessibility, safety, economic benefit, and crisis management had a significant and positive influence on passengers' trust. Moreover, passengers' trust produced a significant positive influence on attitude, subjective norm, and perceived behavioral control. Additionally, attitude, subjective norm, and perceived behavioral control generated a significant positive influence on the intention to use PUB. Furthermore, perceived behavioral control had a significant positive influence on perceived passenger behavior. Lastly, the intention to use PUB developed a substantial and positive influence on perceived passenger behavior. PUB companies and policymakers can utilize these findings to develop additional PUB reforms for the benefit of passengers, drivers, operators, companies, and the government during the COVID-19 pandemic.
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Affiliation(s)
- Maela Madel Cahigas
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines, 658 Muralla St., Intramuros, Manila 1002, Philippines
- School of Graduate Studies, Mapúa University, Manila, Philippines, 658 Muralla St., Intramuros, Manila 1002, Philippines
| | - Yogi Tri Prasetyo
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines, 658 Muralla St., Intramuros, Manila 1002, Philippines
- Department of Industrial Engineering and Management, Yuan Ze University, 135 Yuan-Tung Rd., Chung-Li, 32003, Taiwan
| | - Satria Fadil Persada
- Entrepreneurship Department, BINUS Business School Undergraduate Program, Bina Nusantara University, Jakarta 11480, Indonesia
| | - Ardvin Kester S Ong
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines, 658 Muralla St., Intramuros, Manila 1002, Philippines
| | - Reny Nadlifatin
- Department of Information Systems, Institut Teknologi Sepuluh Nopember, Kampus ITS Sukolilo, Surabaya 60111, Indonesia
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Cheng KT, Chang K. The efficacy of stress coping strategies in Taiwan's public utilities during the COVID-19 pandemic. UTILITIES POLICY 2022; 79:101431. [PMID: 36168400 PMCID: PMC9499668 DOI: 10.1016/j.jup.2022.101431] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Subscribe] [Scholar Register] [Received: 06/12/2022] [Revised: 09/04/2022] [Accepted: 09/05/2022] [Indexed: 06/16/2023]
Abstract
Covid-19 posed stress to the employees in the Public Utility Sector (PUS). Although employees adopted various stress-coping strategies, the actual coping-efficacy remained unclear and hence the current research followed. Research data were gathered from 678 employees of the four PUS companies, including Power, Water, Railways, and Petroleum in TAIWAN (anonymous surveys with ethical-guideline applied). The research revealed three findings: i). the coping-efficacy was affected by gender and education; ii). the nature of strategies mattered, either increasing or decreasing the stress reduction; and, iii). using two strategies does not reduce stress necessarily. Implications for stress-coping management in PUS are discussed.
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Affiliation(s)
- Kuo-Tai Cheng
- Department of Environmental and Cultural Resources, National Tsing Hua University, 521, RD Nan-Da, Hsin-Chu, Taiwan
| | - Kirk Chang
- Yin Shu-Tien Educational Honorary Professor, National Tsing-Hua University, Hsin-Chu, Taiwan
- Royal Docks School of Business and Law, University of East London, London, United Kingdom
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Factors Affecting Perceived Effectiveness of Government Response towards COVID-19 Vaccination in Occidental Mindoro, Philippines. Healthcare (Basel) 2022; 10:healthcare10081483. [PMID: 36011139 PMCID: PMC9407988 DOI: 10.3390/healthcare10081483] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 06/29/2022] [Revised: 08/01/2022] [Accepted: 08/05/2022] [Indexed: 11/17/2022] Open
Abstract
The COVID-19 pandemic has caused several developing countries to fall behind on vaccination at the onset of the pandemic, thus affecting the mobility of easing restrictions and lowering virus transmission. The current study integrated the Protection Motivation Theory (PMT) and extended the Theory of Planned Behavior (TPB) to evaluate factors affecting the perceived effectiveness of government response towards COVID-19 vaccination in Occidental Mindoro. A total of 400 respondents from the municipalities of Occidental Mindoro answered the online questionnaires, which contained 61 questions. This study outlined the relationship between the dependent and independent variables using structural equation modeling (SEM). The results indicated that knowledge of COVID-19 vaccination had significant direct effects on its perceived severity. Subjective standards had significant adverse effects on willingness to follow. In addition, perceived behavioral control was discovered to impact willingness to follow positively. It also showed that perceived government response was significantly affected by adaptive behavior and actual behavior regarding the perceived government response. Meanwhile, it was found that the perceived government response had significant effects on perceived effectiveness. The current study is one of the first to study the factors that affect the perceived effectiveness of government response toward COVID- 19 vaccination.
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The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia. MATHEMATICS 2022. [DOI: 10.3390/math10132213] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 02/04/2023]
Abstract
Light rail transit (LRT) systems are vital aspects of the worldwide endeavor to achieve transport sustainability and have been essential in enhancing the economies of urban areas. Issues such as pollution, the risk of road accidents, and traffic congestion could be resolved using this progressive alternative. The statistics showed that only 20% of the commuters in Malaysia use public transport, including LRT, and 80% use private transportation. It is relatively low compared to other Asian countries. High-quality service is essential to improve users’ perceived satisfaction with the provided services and increase LRT ridership. The objective of the present study is to acquire an understanding of which factors are crucially influential on users’ perceptions of satisfaction. In-person questionnaires were utilized to obtain the information for this paper, with a total of 417 LRT riders in Malaysia’s Klang Valley surveyed. This study adopted the factor analysis, correlation test, and artificial neural network (ANN) model. Eight elements related to the quality of service were extracted to ascertain how they influenced the perceived satisfaction of users: information signs, ticket-based services, amenities, safety, employee performance, speed, comfort, and the service details available to riders. Each factor was significantly related to the perceptions of satisfaction, according to the correlation test. Finally, the ANN model shows that the dominant factors determining the LRT users’ perceived satisfaction are the signage, amenities, and provision of information. The findings of this research should benefit the providers of services, policy makers, and planning departments by enabling them to formulate successful approaches that ensure user satisfaction is enhanced and the number of riders on the LRT increases.
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S Ong AK, Prasetyo YT, Chuenyindee T, Young MN, Doma BT, Caballes DG, Centeno RS, Morfe AS, Bautista CS. Preference analysis on the online learning attributes among senior high school students during the COVID-19 pandemic: A conjoint analysis approach. EVALUATION AND PROGRAM PLANNING 2022; 92:102100. [PMID: 35487051 PMCID: PMC9023093 DOI: 10.1016/j.evalprogplan.2022.102100] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Figures] [Subscribe] [Scholar Register] [Received: 04/13/2021] [Revised: 01/31/2022] [Accepted: 04/19/2022] [Indexed: 06/14/2023]
Abstract
The COVID-19 pandemic has resulted in the shift from face-to-face to fully online learning. The purpose of this study was to evaluate the preference of senior high school students on online learning attributes during the COVID-19 pandemic by utilizing a conjoint analysis approach. Six attributes which consist of delivery type, assigned tasks, evaluation, virtual laboratory, interface layout, and delivery platform were simultaneously analyzed through orthogonal design. A total of 1189 senior high school students were collected via purposive sampling approach through the social media platform. The respondents voluntarily participated and answered 29 stimuli with 2 holdouts generated by using SPSS 25 utilizing a 7-point Likert scale. The results indicated that evaluation was found to be the most significant attribute and followed by virtual laboratory, delivery type, and delivery platform. Interestingly, multiple choice evaluation, not requiring virtual laboratories, mixed delivery type (synchronous with recorded lectures), and MS Teams as delivery platform were considered as the keys for the preference. This study is the first study that utilized a conjoint approach to analyze the senior high school students' preference on the online learning attributes during the COVID-19 pandemic. Finally, the conjoint approach can be applied and extended to evaluate the online learning attributes globally by utilizing the attributes and design created in this study.
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Affiliation(s)
- Ardvin Kester S Ong
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines, 658 Muralla St., Intramuros, Manila 1002, Philippines.
| | - Yogi Tri Prasetyo
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines, 658 Muralla St., Intramuros, Manila 1002, Philippines.
| | - Thanatorn Chuenyindee
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines, 658 Muralla St., Intramuros, Manila 1002, Philippines; School of Graduate Studies, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila 1002, Philippines; Department of Industrial Engineering and Aviation Management, Navaminda Kasatriyadhiraj Royal Air Force Academy, Bangkok 10220, Thailand.
| | - Michael Nayat Young
- School of Industrial Engineering and Engineering Management, Mapúa University, Manila, Philippines, 658 Muralla St., Intramuros, Manila 1002, Philippines.
| | - Bonifacio T Doma
- School of Chemical, Biological, and Materials Engineering and Sciences, Mapúa University, Manila, Philippines. 658 Muralla St., Intramuros, Manila 1002, Philippines.
| | - Dennis G Caballes
- Graduate Program School of Teacher Education, The National Teachers College, Philippines, 629 Nepomuceno St, Quiapo, Manila, 1001 Metro, Manila, Philippines.
| | - Raffy S Centeno
- High School Department, Malayan Colleges Mindanao, Philippines, Gen. Douglas MacArthur Hwy, Talomo, Davao City 8000, Davao del Sur, Philippines.
| | - Anthony S Morfe
- College of Arts and Sciences, Malayan Colleges Laguna, Philippines, Pulo-Diezmo Road, Cabuyao, 4025 Laguna, Philippines.
| | - Christine S Bautista
- College of Engineering and Architecture, University of Nueva Caceres, Philippines. J. Hernandez Ave, Naga, Camarines Sur, Philippines.
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An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia. SUSTAINABILITY 2022. [DOI: 10.3390/su14116496] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/21/2022]
Abstract
The aim of the current study was to examine passengers’ perceived satisfaction with a monorail system by determining the factors that dominated their perception. For this study, 417 data points were collected through face-to-face questionnaire surveys in Kuala Lumpur, Malaysia, from 20 September 2019 to 10 December 2019. The study involved the use of several assessments to ascertain how the perceived satisfaction of passengers with the monorail service was influenced. The tests predicted which service factors fuelled this satisfaction and included an exploratory factor analysis, Spearman’s correlation test and an artificial neural network (ANN) model (termed the multilayer perceptron neural networks model) with a feed-forward backpropagation algorithm. The findings that were produced by these methods of analysing factors revealed the extraction of eight service-quality features as the key influences on the perceived satisfaction of passengers. The correlation test results revealed that these factors have a significant and positive relationship with perceived satisfaction. Finally, the ANN model with the optimum neuron number in the hidden layer is seven neurons. This model found that the dominant service quality factors that contributed to influencing passengers’ perceived satisfaction levels were (i) the provision of information, (ii) facilities, (iii) signage. The results of this study will benefit service providers, policymakers and planners in formulating effective strategies to enhance passengers’ satisfaction with the monorail service and increase the ridership.
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