Ismail, Mohd Azril and Latip, Lizawati and Kahsan, Nur Shamela and Wan Jusoh, Wan Nurul Aini (2017) The measurement of the safety performance towards passenger satisfaction in rail transport. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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Abstract

The purpose of this study to knows passenger satisfaction level from the safety performance of the rail transport in Northern Peninsular Malaysia.The objectives of this study to examine the relationship between safety performance and passenger satisfaction in railway transport. Passenger satisfaction is an important aspect that is often given attention by the service provider. Safety performance becomes a major variable that influence passenger satisfaction.The underpinning theory in this study is American Customer Satisfaction Index (ACSI) to measure the level of passenger satisfaction.The main instrument that used in this study is questionnaire.The research was conducted based on questionnaire that involved 400 respondents by finalized the 390 respondent as our main data in measuring the result finding.The sample size of this study is the passenger of rail transport in Northern area where from KTM Arau, Perlis, KTM Alor Setar, Kedah, Butterworth, Pulau Pinang and end at KTM Ipoh, Perak.The researcher use Reliability Analysis and Pearson Correlation to analyse the data from questionnaire distributed to respondents by using statistical package for Social Science (SPSS) version 20.0.The result indicates positive and significant relationship between safety performance and passenger satisfaction in rail transport.Thus, passenger will satisfy towards the higher of safety performance.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords:	safety performance, reliability, maintenance, facility, passenger satisfaction
Subjects:	H Social Sciences > HE Transportation and Communications
Divisions:	School of Technology Management & Logistics
Depositing User:	Mr. Mohd Azril Ismail
Date Deposited:	13 Jul 2017 00:40
Last Modified:	13 Jul 2017 00:40
URI:	https://repo.uum.edu.my/id/eprint/22630

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