tahap kepuasan pelanggan terhadap kualiti
TRANSCRIPT
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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
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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).
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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).
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