Since 2010, the Malaysian government implements the specific program related to the urban public transportation which is Government Transformation Programme (GTP) by placing the improving urban public transportation as one of the New Key Result Area (NKRA). However, the percentage of the urban public transportation users was only 21% by the end of 2013. The small percentage of urban public transportation users might be cause by the attributes of the service quality which influence the customer satisfaction. There is an urgent for innovation, better management and understanding of the current and potential service quality attributes to ensure the customer satisfaction. This research aim is to identify the service quality and customer satisfaction in commuter station at Klang Valley. It specifically studies on KL Sentral as the sole representative of commuter station in the Klang Valley. This research is based on data obtained from a survey questionnaire that distributed to the commuter passengers. The data was analyzed to evaluate and determine the service quality attributes that influence to the customer satisfaction. The research suggested that the service providers should identify and focus on the service quality attributes because it will changes by time and affected to the customer satisfaction. There are also recommendations to the service providers in order to improve their service performance and meet the customer satisfaction.
