TAHAP KEPUASAN PELANGGAN TERHADAP KUALITI PERKHIDMATAN

DI STESEN KERETAPI : KAJIAN KES DI STESEN KERETAPI IPQH, PERAK

NOOR AINITA BINTI MOHD BAKRI

Laporan projek ini dikemukakan sebagai memenuhi sebahagian daripada syarat

penganugerahan Ijazah Sarjana Sains Kejuruteraan Pengangkutan Re1

Pusat Siswazah,

Universiti Tun Hussein Onn Malaysia

JANUARI 2015

ABSTRAK

Konsep kepuasan pelanggan adalah penting di dalam mana-mana perniagaan.

Berusaha ke arah kepuasan pelanggan bermakna memahami d m menjangkakan apa

yang pelanggan perlukan untuk produk atau perkhidmatan yang disediakan.

Kepuasan pelanggan juga boleh dijadikan sebagai petunjuk sama ada pelanggan akan

membeli atau menggunakan produk secara berterusan. Tujuan kajian ini dijalankan

adalah bagi mengenalpasti tahap kepuasan pelanggan ke atas kualiti perkhidmatan

yang disediakan di kawasan Stesen Keretapi Ipoh, Perak. Ini lterana semenjak

perkhidmatan ETS diperkenalkan di stesen ini, bilangan pengguna rneningkat dari

sehari ke sehari terutarnanya pada may-masa puncak. Jadi, pelbagai aspek yang

mengundang ke arah kepuasan pelanggan perlu dikaji bagi kemudahan dan

keselesaan pengguna di masa akan datang. Kajian ini menggunakan dua kaedah

statistik iaitu korelasi dan regrasi bagi tujuan menganalisis data yang diperolehi dan

seterusnya mencapai objektif kajian. Kaedah pengumpulan data yang digunakan

adalah melalui borang kaji selidik dan ianya disahkan serta mendapat

ltebolehpercayaan yang tinggi berdasarkan Cronbach Alpha yang diperolehi adalah

0.953. Saiz sampel yang telah ditetapkan bagi kajian ini adalah sebanyak 384 orang

responden, yang mana ianya dipilih secara rawak di antara mereka yang berada di

kawasan stesen semasa kerja-kerja pengagihan borang ltaji selidik dijalankan.

Keputusan akhir analisis menunjukkan bahawa aspelt keselesaan mempunyai

hubungan yang paling kuat (P = 0.419) dan signifikan (p<0.05) dengan tahap

kepuasan pelanggan di kawasan stesen. Aspek-aspek lain yang turut mempengaruhi

tahap kepuasan pelanggan adalah kebersihan (P = 0.290), fasiliti asas (P = 0.251)

dan seterusnya sistem maklumat (P = 0.212).

ABSTRACT

The concept of customer satisfaction is important in any business. Striving for

customer satisfaction means understanding and anticipating what the customers

require for products or services provided. Customer satisfaction can also be taken as

an indicator either a customer will buy or use the product continuously. The purpose

of this study was to identified the level of customer satisfaction on quality of service

provided at the Ipoh Railway Station area. This is because since the ETS was

introduced at this station, the number of users increase from day to day, especially

during peak periods. Thus, the various aspects that invites towards customer

satisfaction must be examined for the cdnvenience and comfort of users in the future.

This study used two statistical methods like correlation and regression for the

purpose of analyzing the data collected and achieve the research objectives. The data

collection tool was questionnaire, reliability of which was calculated by Cronbach

Alpha at 0.953. There were 384 respondent calculated as the size of sample, which

was they were randomly selected among those who were in the station area during

distribution of questionnaire form. The final results of the analysis indicate that

aspects of comfort have the strongest relationship (P =0.419) and significant

(p<0.05) with the level of customer satisfaction at the station area. Other aspects that

influence the level of customer satisfaction are cleanliness (p = 0.2901, basic

facilities (p = 0.25 1) and information system (6 = 0.2 12).

RUJUKAN

Agrawal, R. (2008). Public Transportation and Customer Satisfaction. Global

Business Review 9(2): 257-272.

Ambak, K., R. Atiq dan R. Ismail. (2009). Intelligent Transport System for

Motorcycle Safety and Issues. Eur. J Sci. Res., 28(4): 601-612.

Bachok, S., Hj. Anuar, S., dan Harun, N. Z. (2004). Light-Rail Transit Stations and

Pedestrianisation: Case Studies of Travel Patterns and behaviours at Tunku

Abdul Rahman Street and the C6ntral Market, Kuala Lumpur. The Fifth

International Conference on Walking in the 21"' Century, June 9-1 1 2004.

Borhan, M.N., R.A.A.O.K. Rahmat, A. Ismail dan R. Ismail. (201 1). Prediction of

Traveling Behavior in Putrajaya, Malaysia. Res. J. Appl. Sci. Eng. Tech.,

3(5): 434-439.

CzepieI, J. A. (1990). Service Encounters and Service Relationships: Implications for

Research. Journal of Business Research 20: 13-21.

Dadkhah, M.R. (2009). Customer Oriented Concepts and Principles. 1 '"d. Shahr

Ashoob. Tehran.

Department of Skills Development. (2012). Occupational Analysis Rail Industry.

Cataloguing in Publication Data: Perpustakaan Negara Malaysia. Klang

Valley: Malaysia.