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From Service Quality to Loyalty: Understanding Rail Commuter Satisfaction in Greater Kuala Lumpur

Maryam Kalhoro, Hui Nee Au Yong, Charles Ramendran SPR

Transportation Development Research · 9-28 · 10.55121/tdr.v3i2.678

Rapid urbanization in Greater Kuala Lumpur has intensified automobile dependency, causing congestion and environmental concerns. Although urban rail systems are promoted as sustainable alternatives, their adoption remains limited. This study examines how service quality influences commuter loyalty and whether satisfaction mediat