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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