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Page 1: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 1 of 27

Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013

Page 2: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 2 of 27

Table of Contents

1.1. Research Background and Objectives

1.2. Research Design

1.3. Sample Structure

1.4. Research Analysis

2.1 Executive Summary

3.0 GKL/KV LPT CSI 2013 Results – Public Transport Users

3.1 Public Transport Users Profile

3.2 Public Transport Usage

3.3 Reasons for using Public Transport

3.4 Level of Satisfaction

3.5 Satisfaction with Clarity of Route Map

3.6 Satisfaction with Ease of Reading Timetables

3.7 Satisfaction with Clarity of Fare

3.8 Likelihood to Continue

3.9 Perception of Public Transport

3.10 Driver Analysis – Importance of Factors

4.0 GKL/KV LPT CSI 2013 Results – Non Public Transport Users

4.1 Public Transport Non-Users Profile

4.2 Reasons for not using Public Transport

4.3 Opinion of Public Transport

5.1 Awareness of SPAD

6.0 Way Ahead

Page 3: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 3 of 27

GKL/KV LPT CSI 2013 An understanding of public perception of the GKL/KV public transport system in order to help transform KL into one of the 20 most liveable cities globally

1.1. Research Background and Objectives

The main objective is to transform Kuala Lumpur into one of the 20 most liveable cities globally, which is to be partially aided by an efficient and effective public transport system. To do this, it is imperative to understand the current general perception about public transport system in GKL/KV and how to improve it further.

For this, a Customer Satisfaction survey has been conducted since 2010. We, Ipsos, a global market research agency, conducted the survey in 2013. The survey was conducted around selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai Buloh, Kepong, Selayang, Rawang and Ulu Kelang).

1.2. Research Design

The survey was conducted among both public transport (PT) users and non-users. Users were defined as those who had used any form of public transport within the last three months. The information was collected via face-to-face interviews using computer tablets.

The survey lasted only 15 minutes to avoid any respondent fatigue and ensure good quality of responses. The survey period was 25th October and 25th November 2013.

We spoke with 2,465 people – 1,641 PT users and 824 non-users.

To eliminate any sampling bias, we maintained quotas by peak and non-peak hours during both the mornings and the evenings. Once the fieldwork was complete, we weighted the data by the population around each corridor line. This was done to make the information collected to be representative of the actual split in GKL/KV.

Page 4: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 4 of 27

1.3. Sample Structure

We maintained quotas by corridor lines and peak/off-peak hours to remove any sampling bias. The sample sizes achieved were as below. These are the unweighted samples. As mentioned earlier, we applied weights to these by population around each corridor line. After weighting the data, the sample sizes for Damansara and Sugai Buloh/ Kepong becomes very low.

1.4. Research Analysis

We will provide comparisons with previous years’ results on key metrics. Before we move onto the 2013 results, we would like to highlight a few points that may have an impact on the comparisons.

The survey methodology was slightly different in 2013 compared to other years. The questionnaire was revamped in 2013 to be able to get as much information as possible. We have included questions to help understand the reasons for dissatisfaction with PT and the reasons why non-users do not currently use PT.

The KPI – overall satisfaction with PT in GKL/KV has also been administered differently. In 2012, it was on a 6 point scale. The satisfaction was based on the top 3 ratings. And thus, there was no provision for ‘neutrality’ in the scale used.

Page 5: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 5 of 27

For the 2013 survey, and based on our research expertise, we proposed using a likert scale (5-points), moving from positive to negative, the best way of capturing information of satisfaction in a quantitative study. The mid-point in the scale is always ‘neutral’. Hence, a 5-point likert scale was used in 2013. Due to this, the results from 2012 and 2013 are not directly comparable.

Although, in case a comparison is absolutely necessary, the ‘neutral’ rating from 2013 can be split equally into positive and negative.

Page 6: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 6 of 27

2.1. Executive Summary

• KTM Komuter and RapidKL Bus are the most often used public transports. Commuters use PT to avoid parking issues or due to lack of private vehicle.

• Current satisfaction levels with PT are satisfactory. Customer Satisfaction Index (CSI) is at 71% in 2013. However, there is definite scope of improvement given that satisfaction among LRT users is higher.

• Association with value for money and level of security & safety is high among PT users. Though

PT non-users are concerned about the safety.

• Association with sufficiency of transport, frequency of service is also low among the PT users.

• Non-PT users spend almost a tenth of their monthly income towards travelling.

• They currently do not use PT due to lack of accessibility and because they do not like waiting for PT to arrive. Also, there is some negative opinion on the safety levels.

• The perception of PT non-users regarding PT is quite low.

• This results in low likelihood to consider in the future.

− They do not consider PT to be relevant to them.

• More than one in two are unaware of SPAD (57%). There is a need to generate more awareness and propagate SPAD’s initiatives. Although this has improved since 2012 where 74% were unaware of SPAD.

SPAD Awareness

Page 7: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 7 of 27

3. GKL/KV LPT CSI 2013 Results

Public Transport Users

Page 8: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 8 of 27

3.1. Public Transport Users

Amongst PT users, the results point out a good mix in terms of race and gender (illustration 1.1). There is also a slight skew noted in terms of age, mostly skewing towards young. This could be possibly driven by the lack of disposable income amongst this group, thus using PT.

Illustration 1.1

3.2. Public Transport Usage

We know from ridership data that Ampang and Kelana Jaya line are the most often used modes of PT (source SPAD). In our survey, KTM Komuter was the most often used followed by RapidKL (Illustration 1.3). This could be due to the sampling locations selected and also the fact that the data being weighted by population around corridor lines.

Illustration 1.2

Illustration 1.3

Page 9: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 9 of 27

The ‘most often’ use of taxis, as seen, is quite high at 14% (illustration 1.3). However, this is mainly driven by the married, older age groups (30 years old and above) and the Chinese as seen in table 1.1. KTM Komuter usage is high on Klang/Shah Alam line whereas on the Ampang/ Ulu Kelang line it is mainly LRT and RapidKL (table 1.2).

3.3. Reasons for using Public Transport

As shown in the illustration above (illustration 1.4), the main reason for using PT is to avoid parking issues followed by the lack of a private vehicle. ‘No parking issue’ remains the top reason across use of all modes of PT except RapidKL where more than half (53%) stated that it is due to lack of a private vehicle.

Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 743 894 941 689 955 183 138 128 233 493 901 208

KTM Komuter 29% 33% 34% 28% 33% 22% 36% 33% 25% 25% 36% 31%

RapidKL 22% 19% 23% 17% 22% 17% 13% 18% 22% 17% 20% 27%

Taxi 15% 14% 9% 21% 9% 22% 22% 22% 21% 20% 12% 9%

Ampang Line 11% 9% 9% 10% 9% 9% 6% 10% 13% 14% 9% 5%

KJ Line 9% 7% 8% 8% 9% 9% 6% 8% 4% 9% 8% 5%

Metrobus 7% 8% 7% 7% 7% 6% 6% 6% 10% 5% 7% 11%

Cityliner Bus 4% 7% 5% 5% 6% 9% 5% - 1% 6% 5% 3%

RaceGender Marital Status Age

Ampang/ Ulu

KelangCheras/Kajang

Putrajaya/Seri

Kembangan

Klang/Shah

AlamDamansara

Sungai Buloh/

Kepong

Selayang/

Raw ang

Base 228 209 224 658 6 10 302

KTM Komuter 1% 26% 22% 48% 8% 60% 26%

RapidKL Bus 29% 19% 29% 15% 18% 15% 22%

Taxi 13% 23% 20% 11% 28% 12% 14%

Star LRT 30% 21% 12% 2% 7% 1% 3%

Putra LRT 23% 3% 5% 6% 35% 8% 6%

Metrobus 2% 5% 7% 3% 1% 1% 23%

Cityliner Bus - - - 13% - - -

Corridor Line

Table 1.1

Table 1.2

Illustration 1.4

Page 10: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 10 of 27

As per table 1.3, the reason of “lack of private vehicle” is more prominent among the young (18-29 years), single people and women.

3.4. Level of Satisfaction

The level of satisfaction with PT (for 2013) is at 71% as shown in illustration 1.5. This is very healthy as 49% stated they are very satisfied (almost 1 in 2) with the service and 44% were neutral in their opinion (demonstrated in illustration 1.6). And only 8% have voiced their dissatisfaction with PT in GKL/KV.

Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 743 894 941 689 955 183 138 128 233 493 901 208

No parking issue 46% 38% 36% 49% 35% 43% 61% 61% 46% 50% 41% 24%

Not private vehicle 24% 43% 43% 22% 42% 25% 14% 23% 27% 27% 32% 55%

Near house / off ice 31% 31% 32% 30% 30% 41% 32% 30% 27% 27% 32% 32%

Avoid rush hour traff ic 30% 26% 26% 30% 27% 29% 34% 35% 24% 24% 33% 19%

Cheaper than sriving 35% 21% 29% 25% 28% 22% 28% 29% 25% 26% 29% 18%

No driving license 6% 12% 9% 9% 9% 9% 7% 11% 7% 7% 9% 9%

RaceGender Marital Status Age

Ampang/ Ulu

KelangCheras/Kajang

Putrajaya/Seri

Kembangan

Klang/Shah

AlamDamansara

Sungai Buloh/

Kepong

Selayang/

Raw ang

Base 228 209 224 658 6 10 302

No parking issue 39% 43% 43% 42% 61% 50% 40%

No private vehicle 27% 29% 28% 40% 28% 23% 35%

Near house / off ice 35% 38% 29% 31% 36% 31% 24%

Avoid rush hour traff ic 31% 31% 27% 30% 33% 34% 20%

Cheaper than driving 26% 36% 31% 27% 32% 42% 20%

No Driving license 9% 9% 7% 11% 13% 7% 7%

Corridor Line

Table 1.3

Table 1.4

Illustration 1.5

Illustration 1.6

Page 11: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 11 of 27

Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 743 894 941 689 955 183 138 128 233 493 901 208

CSI 70% 72% 70% 73% 70% 71% 78% 75% 69% 66% 74% 71%

Top 2 Box 47% 51% 46% 53% 47% 50% 59% 56% 48% 41% 53% 48%

Bottom 2 Box 7% 7% 7% 8% 7% 8% 4% 6% 11% 9% 6% 7%

RaceGender Marital Status Age

As shown in illustration 1.6, 49% are positively satisfied with PT in GKL/KV. This KPI was measured differently in 2012 (as mentioned under 1.4. Research Analysis).

The CSI for LRT lines are higher vis-à-vis other modes (illustration 1.7). The other modes of PT should use these benchmarks and try to emulate the areas of good performance to improve on their satisfaction levels.

The main area of dissatisfaction is lack of punctuality (illustrated in table 1.5). This is an issue mainly for KTM Komuter, Metrobus and RapidKL. Lack of fairness of price is an area of dissatisfaction for Taxis.

There is not much difference in satisfaction among the different demographic groups. However, as shown in table 1.6, there are a higher proportion of dissatisfied PT users amongst the oldest age group (> 45 yrs). The CSI is lowest amongst the Chinese at 66% (table 1.6). CSI is highest for the Ampang/ULU Kelang line (table 1.7).

Illustration 1.7

Table 1.6

Table 1.5

Page 12: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 12 of 27

Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 743 894 941 689 955 183 138 128 233 493 901 208

Top 2 Box 65% 67% 68% 63% 66% 71% 68% 67% 62% 53% 71% 75%

Bottom 2 Box 2% 2% 3% 2% 3% 3% 1% 1% 1% 2% 3% 3%

Mean 3.84 3.90 3.88 3.86 3.85 4.00 3.98 3.89 3.77 3.63 3.98 3.99

RaceGender Marital Status Age

Though we have analysed satisfaction by the different modes of PT, the data is not shown as the sample sizes for the different demographic profiles are too low, thus instable.

3.5. Satisfaction with Individual Parameters – Clarity of Route Map

Satisfaction with the clarity of route map is highest among KLIA Express. This is not surprising as the network plies a single route and route maps and station announcements are highly efficient. The website also has all information on the route readily available.

Among modes with suitable representations (n=30 or above), satisfaction on clarity of route map is highest for Ampang Line (table 1.8).

Satisfaction on clarity of route is lowest among the oldest age group and Chinese (based on most often used transport) as illustrated in table 1.9, which correlates to low CSI ratings given by these demographic segments. It is lowest for the Cheras/Kajang and Putrajaya/Seri Kembangan lines as shown in table 1.10 below.

Ampang/ Ulu

KelangCheras/Kajang

Putrajaya/Seri

Kembangan

Klang/Shah

AlamDamansara

Sungai Buloh/

Kepong

Selayang/

Raw ang

Base 228 209 224 658 6 10 302

CSI 81% 72% 75% 71% 55% 60% 63%

Top 2 Box 66% 48% 54% 49% 33% 33% 35%

Bottom 2 Box 5% 5% 4% 8% 23% 13% 10%

Corridor LineTable 1.7

Table 1.8

Table 1.9

Page 13: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 13 of 27

Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 743 894 941 689 955 183 138 128 233 493 901 208

Top 2 Box 56% 62% 61% 57% 60% 64% 60% 62% 54% 45% 65% 72%

Bottom 2 Box 5% 3% 4% 4% 4% 2% 3% 3% 5% 4% 4% 4%

Mean 3.71 3.82 3.77 3.78 3.75 3.93 3.84 3.86 3.67 3.53 3.87 3.96

RaceGender Marital Status Age

The top 2 box in tables above (table 1.6, table 1.7, table 1.8, table 1.9 and table 1.10) above refers to percentage of PT users rating either 4 or 5 on a 5 point scale. Similarly bottom 2 box are those rating it either 1 or 2.

3.6. Satisfaction with Individual Parameters – Ease of Reading Timetables

Again, KLIA express is considered the easiest for reading timetables. The schedule is put up on the website and monitors on the stations clearly display the next time of arrival/departure.

Among the more popular modes of transport, satisfaction with ease of reading timetables is highest with Ampang Line (shown in table 1.11), and this correlates with the fact that Ampang line scores the highest on clarity of route map.

It is the lowest with buses. SPAD could ensure that a timetable is put up at all bus stations / stops.

Ampang/ Ulu

KelangCheras/Kajang

Putrajaya/Seri

Kembangan

Klang/Shah

AlamDamansara

Sungai Buloh/

Kepong

Selayang/

Raw ang

Base 228 209 224 658 6 10 302

Top 2 Box 78% 54% 52% 73% 42% 67% 62%

Bottom 2 Box 2% 1% 2% 2% 26% 2% 4%

Mean 3.89 3.63 3.61 4.08 3.16 3.83 3.79

Corridor LineTable 1.10

Table 1.11

Table 1.12

Page 14: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 14 of 27

Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 743 894 941 689 955 183 138 128 233 493 901 208

Top 2 Box 67% 68% 69% 65% 66% 78% 68% 71% 62% 55% 72% 77%

Bottom 2 Box 3% 2% 3% 3% 3% 2% 1% 2% 3% 1% 4% 2%

Mean 3.88 3.92 3.91 3.89 3.87 4.14 4.01 3.97 3.77 3.69 3.98 4.08

RaceGender Marital Status Age

Satisfaction on ease of reading timetables on their most often used transport is lowest among the Chinese. It is also lower among the older age group (> 45 yrs). This is illustrated in table 1.12. It is lower among the Cheras/Ulu Kelang, Putrajaya/Seri Kembangan and Salayang/Rawang lines compared to others (table 1.13).

3.7. Satisfaction with Individual Parameters – Clarity of Fare

Among the better represented modes of transport (n>30), Ampang Line and KJ Line are considered to best provide clarity on fare, as shown in table 1.14.

It is the lowest among Taxis and MetroBus. For Taxis, it could possibly be due to the fact that many taxi drivers do not charge by meter. There should be stringent monitoring on this.

Ag

Ampang/ Ulu

KelangCheras/Kajang

Putrajaya/Seri

Kembangan

Klang/Shah

AlamDamansara

Sungai Buloh/

Kepong

Selayang/

Rawang

Base 228 209 224 658 6 10 302

Top 2 Box 72% 46% 38% 73% 35% 61% 47%

Bottom 2 Box 2% 5% 3% 2% 27% 5% 9%

Mean 3.82 3.52 3.39 4.06 3.06 3.73 3.60

Corridor Line

Ampang/ Ulu

KelangCheras/Kajang

Putrajaya/Seri

Kembangan

Klang/Shah

AlamDamansara

Sungai Buloh/

Kepong

Selayang/

Rawang

Base 228 209 224 658 6 10 302

Top 2 Box 79% 55% 53% 72% 37% 67% 69%

Bottom 2 Box 1% 4% 1% 4% 20% 2% 2%

Mean 3.92 3.64 3.62 4.06 3.19 3.85 3.95

Corridor Line

Table 1.13

Table 1.14

Table 1.15

Table 1.16

Page 15: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 15 of 27

Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 743 894 941 689 955 183 138 128 233 493 901 208

Top 2 Box 62% 66% 59% 72% 59% 62% 80% 75% 72% 53% 69% 70%

Bottom 2 Box 3% 2% 2% 2% 2% 2% 2% 1% 5% 4% 2% 1%

Mean 3.78 3.85 3.76 3.91 3.76 3.83 3.97 3.94 3.91 3.61 3.86 4.09

RaceGender Marital Status Age

Again, it is the Chinese that are least satisfied on clarity of fare (table 1.15). We saw that on overall satisfaction with PT, it is the Chinese that rate the lowest. This could possibly be due to their low likelihood to continue using PT in the future.

Among corridor lines, satisfaction with clarity on fare is lowest for the Cheras/Ulu Kelang and Putrajaya/Seri Kembangan lines (table 1.16).

Though the sample size for the Damansara line is low after weighting it is important to look into that as the CSI and satisfaction with individual parameters on this line is lower compared to the other corridor lines.

3.8. Likelihood to Continue

Now that we have looked at the levels of satisfaction with PT and individual parameters, we need to see if users would be likely to continue in the future as well.

Almost two- thirds will be likely to continue using as per illustration 1.8. People in the higher age groups (35+ yo) and married people are more likely to continue (table 1.17). This could be possible be because the younger/single people believe that with

increase in their disposable income they would purchase their own vehicle. We saw earlier that for them the main reason for using PT is lack of private vehicle. Chinese are less likely to continue.

The ‘Likelihood to Continue’ is lower on the Putrajaya/Seri Kembangan, Klang/Shah Alam and Selayang/Rawang lines (table 1.18).

Illustration 1.8

Table 1.17

Page 16: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 16 of 27

Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 743 894 941 689 955 183 138 128 233 493 901 208

Value for money 72% 66% 69% 69% 68% 69% 74% 68% 70% 64% 70% 73%

Good level of security and

safety61% 55% 56% 60% 55% 60% 62% 69% 57% 43% 63% 69%

Ease of use 58% 57% 56% 60% 54% 63% 67% 61% 60% 47% 63% 58%

Interior Cleanliness 60% 53% 57% 55% 57% 63% 62% 51% 50% 47% 60% 65%

Ease of journey planning 56% 52% 52% 55% 51% 55% 59% 64% 53% 46% 56% 58%

Ease of interchangeability 49% 54% 50% 54% 50% 53% 56% 55% 51% 36% 59% 58%

Reliability of service 53% 49% 48% 55% 47% 55% 64% 60% 51% 42% 55% 55%

Helpful staff 49% 52% 48% 55% 47% 54% 57% 57% 59% 41% 55% 59%

Sufficient ticket machines 50% 51% 49% 53% 48% 58% 60% 55% 51% 38% 56% 57%

Excellent Interchange &

interconnectivity49% 51% 49% 52% 48% 56% 58% 55% 46% 34% 59% 50%

Sufficient transport for

people48% 50% 46% 54% 45% 48% 65% 63% 52% 43% 51% 53%

Availability of park and ride

facility46% 49% 45% 53% 44% 54% 61% 54% 48% 36% 55% 48%

Sufficient frequency of

service48% 47% 45% 50% 43% 48% 60% 57% 50% 41% 48% 54%

RaceGender Marital Status Age

How do we improve this likelihood to continue? The answer lies in the levels of satisfaction and perceptions about PT.

3.9. Perception of Public Transport

As shown in illustration 1.9, positive association with sufficiency of transport, frequency of service is low.

Ampang/ Ulu

KelangCheras/Kajang

Putrajaya/Seri

Kembangan

Klang/Shah

AlamDamansara

Sungai Buloh/

Kepong

Selayang/

Raw ang

Base 228 209 224 658 6 10 302

Top 2 Box 84% 74% 60% 60% 43% 49% 57%

Bottom 2 Box 1% 2% 3% 2% 17% 5% 5%

Mean 4.08 3.92 3.74 3.76 3.33 3.60 3.77

Corridor LineTable 1.18

Illustration 1.9

Table 1.19

Page 17: Greater Kuala Lumpur/Klang Valley LPT CSI Survey 2013 FINAL REPORT 2013.pdf · selected corridor lines (Ampang, Cheras, Kajang, Seri Kembangan, Klang, Shah Alam, Damansara, Sungai

GKL/KV LPT CSI Survey 2013 Page 17 of 27

The PT system is considered value for money across the different demographic profiles. However, Chinese associate all parameters the least with PT, as shown in table 1.19. This is also true among the older age groups (table 1.1.9). Looking at this, it is no surprise that overall satisfaction levels among these two groups are the lowest.

Among corridor lines with robust sample sizes, satisfaction with various parameters is lower in the Cheras/Kajang, Putrajaya/Seri Kembangan and Selayang/Rawang lines (table 1.20).

But what is the impact of these ratings on overall satisfaction with PT?

Ampang/ Ulu

KelangCheras/Kajang

Putrajaya/Seri

Kembangan

Klang/Shah

AlamDamansara

Sungai Buloh/

Kepong

Selayang/

Raw ang

Base 228 209 224 658 6 10 302

Value for money 68% 70% 69% 71% 44% 68% 63%

Good level of security and safety 48% 59% 56% 63% 33% 35% 57%

Ease of use 69% 60% 43% 59% 33% 43% 57%

Interior Cleanliness 54% 49% 57% 60% 34% 53% 56%

Ease of journey planning 62% 45% 49% 54% 30% 37% 57%

Ease of interchangeability 52% 39% 31% 64% 29% 44% 50%

Reliability of service 51% 52% 49% 52% 31% 33% 51%

Helpful staff 54% 48% 36% 60% 30% 33% 44%

Sufficient ticket machines 56% 43% 45% 53% 30% 36% 53%

Excellent Interchange & interconnectivity 50% 41% 31% 62% 31% 38% 47%

Sufficient transport for people 56% 48% 53% 56% 33% 36% 28%

Availability of park and ride facility 60% 32% 32% 58% 31% 31% 41%

Sufficient frequency of service 48% 42% 52% 54% 32% 36% 31%

Corridor LineTable 1.20

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3.10. Driver Analysis – Importance of Factors

We ran a driver analysis to understand the importance of each factor in driving overall satisfaction. Sufficiency of transport, frequency of service, ease of timetable reading and interchange & interconnectivity are most important to a high overall satisfaction (shown in illustration 1.10). This means that these have the highest impact on the levels of satisfaction. An improvement on these parameters will lead to the maximum increase in overall satisfaction.

We also plotted the importance of each parameter (regressions co-efficients) along with its satisfaction levels. The parameters in the red circle denote priority areas (illustration 1.11).

Illustration 1.10

Illustration 1.11

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On the Y-axis, we have importance which is derived from the driver analysis. On the X-axis we have the stated satisfaction that is mentioned by the respondents during the survey. Importance helps explain the impact each parameter has on overall satisfaction.

We see that for ‘sufficiency of transport’, ‘frequency of service’ and ‘interchange & interconnectivity’, the importance is high but stated satisfaction is low. These are areas of priority and need to be immediately looked into.

Improving these will have a significant impact on overall satisfaction and as a result likelihood to continue will improve.

The current strengths of the PT system (high importance and high stated satisfaction as well) are ‘value for money’, ‘clarity of route’, ‘ease of reading timetables’ and ‘interior cleanliness’.

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4. GKL/KV LPT CSI 2013 Results

Non Public Transport Users

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4.1. Public Transport Non-Users

Among non-PT users, there are more males. The PT non-users tend towards the higher age groups. 54% of PT non-users are 30 years or older compared to 41% among PT users (illustration 1.12).

We covered both private cars and motorcycle users among the non-users. Of the 824 non-users we spoke with, 72% were car users (illurstration 1.13).

There is a lot of difference between these two segments (illustration 1.13). Motorcycle users are mainly Malay males from the younger age groups (29 yrs old or below) whereas the car users are Chinese and mainly in their thirties. There is a fair representation of females among car users as well. The car users are also more affluent with RM2,200 higher monthly household income compared to the motorcycle users (illustration 1.14).

Illustration 1.12

Illustration 1.13

Illustration 1.14

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The car users spend 12% of their monthly income on their vehicles (illustration 1.15). This is approx. RM750 per

month. For motorcycles users the spend is less than this at RM317 monthly.

There are many non-users of PT in GKL/KV i.e. people who have not used any mode of public transport even once in the last 3 months. What is the reason behind this? It is important to understand their motivations.

4.2. Reasons for Not Using Public Transport

One of the main reasons for not using PT is lack of accessibility (table 1.21). Also, people do not like waiting for PT to arrive – this especially true among males (males – 57%, females – 41%).

PT non-user females consider taking PT dangerous (males – 7%, females – 17%). We saw earlier that safety is not a concern among PT users. In fact it is the second most associated statement with PT. SPAD should highlight the safety measures in place in their advertisements to encourage more women to use PT.

Illustration 1.15

Table 1.21

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Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 538 291 369 456 389 134 98 65 142 345 401 82

Top 2 Box 23% 17% 22% 19% 22% 20% 12% 23% 22% 15% 24% 25%

Bottom 2 Box 48% 45% 49% 45% 47% 48% 53% 41% 44% 55% 42% 37%

Mean 2.63 2.63 2.65 2.61 2.67 2.59 2.42 2.72 2.66 2.37 2.81 2.84

RaceGender Marital Status Age

All these reasons result in low ‘Likelihood to Consider’ PT use in the future. Only 17% of the PT non-users claim that they would consider using PT in the future. This incidence is slightly higher among the motorcycle users.

The ‘Likelihood to Consider’ score is lower among females, Chinese and 35-39 yr olds, as illustrated below in table 1.22.

The ‘Likelihood to Consider’ would be low even if PT was available within kilometer from the non-users.

On the left, in table 1.23, you see the reasons for not using PT. To increase future

‘Likelihood to Consider’, SPAD needs to look into improving on the other areas such as increasing frequency of service especially during peak hours, improve punctuality, follow a strict time schedule and communicate about the security measures in place. Widening reach alone will not help increase usage.

Illustration 1.16

Table 1.22

Table 1.23

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4.3. Opinion of Public Transport

We checked on opinion about the current PT system among both the PT users and non-users. As you can see, the PT non-users have a far lower opinion of the system, as shown in table 1.24. The stark difference is apparent on relevance where only 1 in 10 of non-users believes that the service is for people like them. These opinions need to be changed before they will consider using the service in the future.

Security is one of the most associated statements with PT among the PT users. Although, among PT non-users the opinion is low (table 1.24).

SPAD needs to highlight the improvements and the advantages of using PT in non-PT forums as well. They could use PT users as brand advocates in addressing specific concerns like safety & security, value for money.

Table 1.24

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5. GKL/KV LPT CSI 2013 Results

Awareness of SPAD

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Male Female Single Married 18-29 30-34 35-39 40-4445-56 and

aboveChinese Malay Indian

Base 1366 1099 1267 1182 1236 327 248 211 443 1037 1101 282

Yes 54% 31% 41% 45% 40% 50% 53% 47% 39% 21% 59% 40%

No 46% 69% 59% 55% 60% 50% 47% 53% 61% 79% 41% 60%

RaceGender Marital Status Age

5.1. Awareness of SPAD

Awareness of SPAD has significantly improved since 2012 (illustration 1.18). In 2012 only a quarter was aware of SPAD whereas now 43% are aware. The awareness levels are similar among the PT users and non-users (PT – 42%, Non-PT – 46%).

Males and Malays are more aware of SPAD. This is also true for the 30-39 years old (table 1.25).

Among those aware of SPAD, most know what SPAD is and does. There are just a fewer proportion of people who are aware that one can address their thoughts on PT in

Malaysia directly to SPAD (table 1.26). This should be highlighted as people could then direct their concerns, grievances to SPAD and hope for a resolution instead of stopping usage.

There is not any significant difference in this by the different demographic profiles.

Illustration 1.18

Table 1.25

Table 1.26

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6.0. Way Ahead

• Public Transport (PT) is a key to transforming Kuala Lumpur into one of the 20 most livable cities globally. For this, the image of public transport in Kuala Lumpur needs to improve.

• The perception of PT needs to be improved amongst both PT users and PT non-users to increase continuity of use and likelihood to consider in the future. There needs to be a wow factor to help move the 44% who rate ‘3’ on satisfaction to the top 2 box.

• The LRT service performs better across all parameters. It needs to be used as a benchmark for other PT modes – efficiency and reliability are key.

• GKL/KV taxi drivers are considered to be the worst in the world at the moment. To make KL one the 20 most livable cities in the world, this will have to change.

− SPAD needs to be more stringent with errant taxi drivers and monitor them closely on a regular basis.

• Sufficiency of transport, frequency of service and interchange & interconnectivity are the most important factors in driving satisfaction. The satisfaction on these factors is lower than for others. This should be improved if level of overall of satisfaction has to improve. This will have a direct impact on likelihood to continue use in the future.

• There is low perception among PT non-users regarding levels of safety.

− PT users could be used as brand advocates to address these issues.

− They could station women officers in women’s coaches or late in the night to improve the PT non-users perception on safety.

− All safety measures should be highlighted in SPAD communication, advertisements.

• There is a need to increase SPAD awareness and propagate their initiatives. True examples could help change the opinion among the customers.

− The responses from SPAD need to be in multiple languages to address a wider population. Currently they are only in Malay.

• Measures should be put in place and SPAD should advertise about each.

− All stations should be made disabled friendly

− SPAD should advertise about increased service during special events, New Year’s etc.

• There is also a need to deep-dive into understanding the Chinese and older segments and strategize how best SPAD can address their negativity.