The factors that influence the customer satisfaction through using the facilities of electric train service (ETS) in Perak

Chong, Zhao Kang and Poon, Wei Xiang and Tea, Pei Wen and Wei, Ling Liang (2023) The factors that influence the customer satisfaction through using the facilities of electric train service (ETS) in Perak. Final Year Project, UTAR.

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Abstract

Electric Train Service (ETS), Malaysia's high-speed rail transport, was successfully serving around 5.7 million users before the COVID-19 pandemic. It has become an integral part of Malaysian life due to the convenience and shorter travel times it offers. Despite its popularity, there have been some setbacks in maintaining customer satisfaction, as previous research has shown that ETS has received numerous complaints about train comfort, including disturbances, tremors, carriage design layout and speed. Since customer satisfaction will determine whether a business can operate in the long term, plus the goal of ETS is to achieve sustainable development, it is necessary for ETS to focus on customer satisfaction by providing the number of qualified facilities’ qualities that surpass the acceptable level of customers. Consequently, the purpose of this study is to identify the factors that affect customer satisfaction when using ETS’s facilities in Perak. In this research, quantitative research would be applied as it is preferred for this research to collect data from target users. Apart from that, this study used the Descriptive analysis, Reliability Analysis, Multiple Regression Analysis, and Pearson Correlation Coefficient to examine the relationship among the variables. Besides that, this study will provide recommendations and solutions. Last but not least, it is hoped that this iv study will help future research to explore facility quality more and help ETS improve facility quality for more customer satisfaction. In other words, the findings of this study also contribute to the existing knowledge on facility quality and provide a basis for future research in this area

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