TAHAP KEPUASAN PENUMPANG TERHADAP KUALITI
PERKHIDMATAN DIDALAM KERETAPI: KAJIAN KES ETS IPOH -
SENTRAL KUALA LUMPUR
RABI'ATUL ADAWIYAH BINTI KAMARULZAMAN
Tesis ini disampaikan sebagai memenuhi syarat penganugerahan ,'
Ijazah Sarjana Sains Kejuruteraan Pengangkutan Rel
Pusat Siswazah
Universiti Tun Hussien Onn Malaysia
JANUARY 2015
ABSTRAK
Daripada kajian lalu, beberapa masalah berkaitan perkhidmatan komuter KTMB
masih menerima aduan daripada penumpang seperti keselamatan, kelewatan,
masalah kekurangan pengumsan teknikal, tiada pemantauan dan sistem penyampaian
maklumat (Bachok et al, 2013) dan kualiti perkhidmatan masih tidak menepati
kepuasan penumpang (Liu dan Guan, 2009). Tujuan utarna kajian ini ialah mengukur
tahap kepuasan penumpang terhadap perkhidmatan dan kemudahan di dalam koc
keretapi ETS. Kajian ini dijalankan di laluan Ipoh - Sentral Kuala Lumpur.
Sebanyak 390 borang kaji selidik diperolehi dari penumpang. Soal selidik yang
diedarkan mengandungi soalan berkaitan tahap keselesaan, keselamatan, kebersihan,
kebolehpercayaan perkhidmatan, penyampaian maklumat dan kemudahan OKU.
Analisis yang dijalankan menunjukkan secara keseluruhan skor min bagi tahap
ltepuasan penumpang terhadap kemud'iahan dan perkhidmatan di dalam koc keretapi
berada dalam lingkungan 3.41 - 4.20. Ini menunjukkan tahap ltemudahan dan
perkhidmatan berada pada kualiti yang baik. Selain itu, kepuasan penumpang
didapati dipengaruhi secara signifikan oleh faktor kebolehpercayaan perkhidmatan
(r=0.681), penyampaian maklumat (r=0.674), keselesaan (r=0.652), kebersihan
(r=0.634), keselamatan (r=0.622) dan kemudahan OKU (~0 .470 ) . Bagi analisis
regresi, menunjukkan bahawa kebolehpercayaan perkhidmatan merupakan faktor
tertinggi yang mempengaruhi kepuasan penumpang di dalam koc keretapi iaitu
25.7% (P=0.257) berbanding faktor yang lain. Kajian ini, boleh dijadikan asas dalam
meningkatkan kualiti perkhidmatan koc keretapi sedia ada
ABSTRACT
From previous studies, several problems related to rail commuter sewices have been
identified as KTMB is still receiving complaints from passengers in terms of safety,
delay, shortage of technical management, no monitoring and information delivery
system (Bachok et al, 2013) and quality of service still does not meet passenger
satisfaction (Liu and Guan, 2009). Main objective for this study was .to measure the
level of satisfaction of passengers from existing services and facilities in Electric
Train Service (ETS). This study was begun from Ipoh - Central Kuala Lumpur. 390
questionnaires were distributed from passengers. Questions which were referred to
several factors: the level of comfort, safety, cleanliness, service reliability, delivery
information and disabled facilities. Analysis was carried out to obtain the results of
the data collection was conducted as a whole, the mean score for by the facilities,
services and passenger satisfaction in 6ain coach in range of 3.41 - 4.20. This shows
that level of facilities dan services were in good condition. Meanwhle, passenger
satisfaction influenced a significant by the service reliability (r = 0.6811,
dissemination of information (r = 0.674), comfort (r = 0.652), cleanliness (r = 0.634),
security (r = 0.622), and disabled facilities (r = 0.470). For the regression study,
shows that service reliability are highest factor effect on passenger satisfaction in
train coach 25.7% (P = 0.257) than others factors. This study will be a foundation to
improve service quality train coach that existed.
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