Pusat Siswazah Universiti Tun Hussien Onn Malaysia

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1 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

2 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 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

3 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 This shows that level of facilities dan services were in good condition. Meanwhle, passenger satisfaction influenced a significant by the service reliability (r = , 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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33 Bachok S., Mohamed 0. My Murad M. and Ibrahim M. (2013). An Assessment of Coimuters' Perceptions of Safety and Comfort Levels of 'Women-OnIy Coach': The Case Study of KTM Komuter Malaysia. Procedia Environmental Sciences, Bartlett, J. E., (2001). Organizational Research: Determining Appropriate Sample Size in Survey Research. Information Technology, Learning, and Performance Journal, 43 - SO. Bergman, B., and Klefsjo", B. (1994). Quality: JFom customer needs to customer satisfaction. Lund, Sweden: Studentlitteratur. Bernama, (201 I), "Government aims to reduce KTM Komuter queues with new trains. " in The Sun, Retrive from: O.bemama.com/h~rn08/news.php?id= Bernama, (20 13), "KTMB sasar peningkatan 10 peratus penumpang ETS setahun." dalam Berita flarian, Diarnbil dari : htt~://berita.cari.com.i~~y/news.p1~p?id= Bertsch B., Williams R. (1994). How multinational CEOs make change programmes stick. Long Range Planning. Vol. 27, Issue 5, pp Bossert, J. L. (1991). Quality function deployment: A practitioner's approach. Milwaukee, WI: ASQC Quality Press. Button, K.J. (1993). Transport economics. (second edn.). Cheltenham, GBR : Edward Elgar. CheYAni A.I., Mustafa N.K.F., Tahir M.M., Tawil N.M., Ramly A. (2011). Kajian Rintis Terhadap Konsep Kualiti Perkhidmatan Dalam Membentuk Model Teori Keberkesanan Pengumsan Fasiliti Perumahan Bertingkat Di Malaysia. International Surveying Research Journal (ISrJ).Vol. 1, No. 1,57-65.

(4 the undersigned, certib that)

(4 the undersigned, certib that) ~~ Sekolah Siswazah (Graduate School) Universiti Utara Malaysia PERAKUAN KERJA KERTAS PROJEK (Certification of Project, Paper) Saya, yang bertandatangan, memperakukan bahawa (4 the undersigned, certib