Abstract This research is about service quality (responsiveness, reliability, tangible, safety and security) dimensions becoming major determinants of passenger satisfaction towards Electric Train Services (ETS). The significance of this study is intended to assist Keretapi Tanah Melayu Berhad (KTMB) to establish the service offered and to identify the important aspects of service quality that affect passenger satisfaction. A total of 280 questionnaires were distributed to ETS passengers, who were using the service from Kuala Lumpur Sentral Station to Padang Besar Station. The main objective of this study was to investigate the relationship between service quality dimensions and passenger satisfaction towards ETS. Data gathered were analyzed using partial least square (PLS) method. The study concluded that service quality dimensions are the factors affecting the passenger satisfaction towards ETS. In addition, service quality can also define the significant relationship between passenger satisfaction towards ETS. Other than that, several useful recommendations were made regarding the findings of this study.

中文翻译：

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服务质量和乘客满意度对电动火车服务（ETS）的影响：PLS-SEM方法

摘要这项研究涉及服务质量（响应性，可靠性，有形性，安全性和安全性）维度，这些维度成为旅客对电动火车服务（ETS）满意度的主要决定因素。这项研究的意义旨在帮助Keretapi Tanah Melayu Berhad（KTMB）建立所提供的服务，并确定影响乘客满意度的服务质量的重要方面。总共向使用从吉隆坡中央车站到巴东勿刹车站的服务的ETS乘客分发了280份问卷。这项研究的主要目的是调查服务质量维度与旅客对ETS的满意度之间的关系。使用偏最小二乘（PLS）方法分析收集的数据。研究得出结论，服务质量维度是影响旅客对ETS满意度的因素。此外，服务质量还可以定义旅客对ETS的满意度之间的重要关系。除此之外，针对这项研究的结果提出了一些有用的建议。