The study employs the use of a quantitative approach. The literature review revealed that determining service quality encompasses looking at customer perspective and level of satisfaction. Little have known from previous research about how satisfied are the train commuters particularly in Klang Valley Malaysia. The intent of the study, as stated previously is to measure commuter satisfaction on the service level that the train operators in Klang Valley provide. There were several studies conducted to reiterate the importance of service quality in the public transport sector, but little was known about customer satisfaction level of train commuters. Having said that, the methodology employed in the study aims to measure the satisfaction level of commuters through a survey. The quantitative method will enable this study to measure factors revealing customer satisfaction levels.
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According to a roadmap for Malaysia, public transport in this country remains inadequate. Urban public transport in Greater Kuala Lumpur and Klang Valley is congested, fragmented and often unreliable. Our roads face increasing congestion by the day. (1 Klik, 2012) 1.1.1 Current issues related to customer satisfaction in public transportation. There were some of the current issues and problems that had been highlighted to discuss about customer satisfaction. For example, it regards the time arrival delaying in the Light Rail Transit (LRT) and Keretapi Tanah Melayu Berhad (KTMB) public transports when the Malaysia Prime Minister himself take the experienced by went and used that service. He was not satisfied with the service quality provided by this public transports after used the LRT service in term of punctuality and frequencies of train arrive this is because insufficient space to carry more passengers and others whereby the congestion occurred (Utusan Malaysia, 2008).
The qualitative aspect of the study revolves around measuring customer satisfaction. Dornyie (2007) described the method as the numerical representation of human perspectives, attitudes, and behavior. For this study one factor of human perspective is being measured, which is satisfaction. In order to obtain measures of satisfaction, a survey will be administered where the responses will yield the quantitative data that will be analyzed. A concurrent quantitative approach employed in this study entails comprehensive analysis of the factors that affect satisfaction among commuters. In order to achieve the objectives of this study, it was decided that discussions of the different approaches were to be made with commuters in a form of a survey. The customer’s experiences implied in the survey responses will reveal the service efficiency situations and level of satisfaction that they have with the train services in Klang Valley. In this context, the question of how satisfied were the commuters with the services provided by the train agencies becomes crucial. The responses from the survey will then analyzed to identify significant insights, factors, and elements attributed to the level of satisfaction they have with train transport services.
The information obtained from the participants varies from the method of purchasing tickets, purpose of the trip, frequency of travel on a regular basis, and method of traveling to the train station. In addition, the demographics of the commuters were also collected such as gender, age, and professional background. For example, the method of purchasing tickets will be measured by choosing between, vending machine, Touch N Go Card, and through ticket counters. As a mass transport, train services cater to a variety of commuters for several purposes. In order to measure the frequency of purpose for travelling by train, the participants were asked to select purpose of the trip suck as work, leisure, education, shopping, and among others. Commuting does not mean not owning a personal vehicle available for travelling in private. This is because some of the commuters in Klang Valley also have their own vehicles, but still uses the services of rail transportation. In some cases, private vehicles are being used as a transport mode only to get to the train station. A sample of the questionnaire is provided herewith to demonstrate the questions that will indicate the satisfaction level of train commuters in Klang Valley.
Train Survey Questionnaire
This survey is conducted in order to find out your views and opinions on the service quality of KTM Berhad in Klang Valley. Please take a few minutes to complete this survey.
How did you purchase the ticket for your trip?
What is the purpose of your trip?
How do you travel to the train station?
How frequent do you travel by train?
Which age group do you belong to?
What is your profession?
Accessibility (Ability to catch the train and ease of boarding the train)
Timeliness (Frequency and punctuality of the train)
Cleanliness (cleanliness of the station and the train)
Information updates (Being informed of the changes and ease of understanding the announcements)
Comfort (Seat availability and temperature level in the train)
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Ticketing (Ease of ticket purchase)
Safety (Feeling safe in the train station and inside the train)
Convenience (car park, passenger drop off, and interchange availability)
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