The Impact of Service Innovation on Passenger Satisfaction in Dubai Metro

Impak Inovasi Perkhidmatan terhadap Kepuasan Penumpang di Metro Dubai


  • Maryam Alsaffar Pusat Pengajian Teras, Unuversiti Sains Islam Malaysia, 71800 Nilai, Negeri Sembilan, Malaysia & Head of Revenue Protection, Keolis MHI, 10828 Dubai, UAE
  • Farah Laili Muda @ Ismail Pusat Pengajian Teras, Universiti Sains Islam Malaysia, 71800 Nilai, Negeri Sembilan, Malaysia


Service Innovation, Passenger Satisfaction, Metro Systems


Abstract: The metro systems have witnessed a significant growth and development over recent decades due to the advancement in innovated technologies in transport industries. Dubai Metro is a result of the tremendous development in the United Arab Emirates. However, metro service operations have become challenging, especially in urban areas that are characterized by the dynamic increase in population so passenger satisfaction could be a difficult objective to obtain. The particular mechanisms by which service innovation influences passenger satisfaction have not been well investigated in the literature, especially in the case of Dubai Metro. Due to that, studying passenger satisfaction allows for the identification of areas that require attention and improvement, leading to more efficient and effective metro transportation systems. Therefore, this paper aims to highlight the role of service innovation on passenger satisfaction in Dubai Metro. A study on Dubai Metro is based on the perspective of disruptive innovation theory to help this company to attain a high level of passenger satisfaction due to service innovation. The analysis of literatures reveals a substantial relationship between service innovation in metro transport sector and passenger satisfaction. the research on passenger satisfaction is critical for the development of public transport in general and metro systems in particular because it provides valuable insights into the needs and preferences of commuters. By understanding what makes passengers satisfied, transport authorities can make informed decisions to improve the quality of services, enhance overall customer experience, and ultimately increase ridership.


Abstrak: Sistem metro telah menyaksikan pertumbuhan dan pembangunan yang ketara sejak beberapa dekad kebelakangan ini disebabkan oleh kemajuan dalam teknologi berinovasi dalam industri pengangkutan. Metro Dubai adalah hasil daripada pembangunan yang luar biasa di Emiriah Arab Bersatu. Walau bagaimanapun, operasi perkhidmatan metro telah menjadi mencabar, terutamanya di kawasan bandar yang bercirikan dinamik pertambahan penduduk sehingga kepuasan penumpang boleh menjadi objektif yang sukar diperoleh. Walaupun mekanisme tertentu yang mana inovasi perkhidmatan mempengaruhi kepuasan penumpang belum disiasat dengan baik dalam literatur, terutamanya dalam kes metro Dubai. Untuk itu, mengkaji kepuasan penumpang membolehkan mengenal pasti kawasan yang memerlukan perhatian dan penambahbaikan, yang membawa kepada sistem pengangkutan metro yang lebih cekap dan berkesan. Oleh itu, tujuan kertas kerja ini adalah untuk menonjolkan peranan inovasi perkhidmatan terhadap kepuasan penumpang di metro Dubai. Kajian mengenai metro Dubai adalah berdasarkan perspektif teori inovasi yang mengganggu untuk membantu syarikat ini mencapai tahap kepuasan penumpang yang tinggi dalam inovasi perkhidmatan yang wajar. Analisis literatur mendedahkan hubungan yang ketara antara inovasi perkhidmatan dalam sektor pengangkutan metro dan kepuasan penumpang. penyelidikan dalam kepuasan penumpang adalah penting untuk pembangunan pengangkutan awam amnya dan sistem metro khususnya kerana ia memberikan pandangan berharga tentang keperluan dan keutamaan penumpang. Dengan memahami perkara yang membuatkan penumpang berpuas hati, pihak berkuasa pengangkutan boleh membuat keputusan termaklum untuk meningkatkan kualiti perkhidmatan, meningkatkan keseluruhan pengalaman pelanggan dan akhirnya meningkatkan jumlah penumpang.


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How to Cite

Alsaffar, M., & Muda @ Ismail, F. L. (2024). The Impact of Service Innovation on Passenger Satisfaction in Dubai Metro: Impak Inovasi Perkhidmatan terhadap Kepuasan Penumpang di Metro Dubai. Sains Insani, 9(1), 69-84. Retrieved from
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