An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia

The aim of the current study was to examine passengers’ perceived satisfaction with a monorail system by determining 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 10 December 2019. involved use several assessments ascertain how passengers service influenced. tests predicted which fuelled and included an exploratory factor analysis, Spearman’s correlation test artificial neural network (ANN) model (termed multilayer perceptron networks model) feed-forward backpropagation algorithm. findings produced these methods analysing revealed extraction eight service-quality features as key influences on passengers. results have significant positive relationship satisfaction. Finally, ANN optimum neuron number hidden layer is seven neurons. This found dominant quality contributed influencing levels (i) provision information, (ii) facilities, (iii) signage. will benefit providers, policymakers planners formulating effective strategies enhance increase ridership.