CHAPTER 5

DISCUSSION AND CONCLUSION

5.0 INTRODUCTION
This chapter five deliberate and compress the findings of the research and conclusion for this

study based on the research objectives. Furthermore, the researcher interprets the factors

influence passenger’s satisfaction on light rail transit in Klang Valley between five dimension

which are intersect with tangible, reliability, responsiveness, assurance and empathy. The

researcher initiates some limitation in this study. Besides that, recommendations and

contributions, as well derive towards for future research, were also encompassed in this

chapter.

5.1 DISCUSSION

The intent of this research to determine independent variable that will influence passenger

satisfaction on Light Rail Transit (LRT). From the findings of Pearson Correlation Analysis,

the relationship between tangible, reliability, responsiveness and empathy is significant to

passenger satisfaction. Meanwhile, the relationship between assurance is not significant to

passenger satisfaction. Apart from that, the result explicit the four independent variable which

are tangible, reliability, responsiveness and empathy have p-value less than 0.01. Therefore,

this research can reject H0 and accept H1 based on data analysis. Meantime, independent

variable for assurance have p-value more than 0.01. Hence, this research accepts H0 and

reject H1 based on data analysis.

Based on the analysis of the correlation, the finding shows that independent variable which is

tangible, reliability, responsiveness and empathy are significant towards passenger

satisfaction, as a dependent variable. Meanwhile, assurance dimension is not significant

towards passenger consumer satisfaction. Therefore, the findings on this research are contrast
with the previous researches whereas the assurance indicate significantly to the passenger

satisfaction. However, the further study needs to emphasize more on assurance dimension.

5.2 LIMITATIONS OF THE STUDY

Whenever conducting this study, we as a researcher pinpoint some limitation so it will take

note as barriers for the next research project. Firstly, there is no previous research done

before regarding the Light Rail Transit (LRT). Moreover, the researcher found that

inadequate resources available on the LRT. Because of that, the researcher face trouble to

gather data in wide range scope to demonstrate the problem statement.

Moreover, time constrain is another type of limitation raise in this study. This study pertinent

to factors influence passenger’s satisfaction on light rail transit in Klang Valley. However,

due to the limitation of time, this research focal point among LRT passengers only while not

include the staff in Klang Valley. It will another opportunity to measure overall LRT

passenger satisfaction. Perhaps it will provide the better data for the satisfaction.

In addition, the data collection method for this study via online survey by creating

questionnaire in google form and distribute it. This method highly possible that the collected

data low reliable and accuracy. Perhaps for this study, around 270 passengers whom using

LRT were chosen face to face interview to collect their opinion on the services. The face-to-

face interview one of the big challenges that particular respondents spend their precious time

for the interview.

Consequently, we as a researcher adopt the cross-sectional study, which can gather data at a

specific point of time only. The disadvantages of using the cross-sectional study it difficult to

determine the purpose of cause and effect on that particular study we carried out. Thus, if the
respondents who consistently to take part in this study vary from others whom did not

participate in this study. As an outcome the sample did not indicative the total population of

the study.

5.3 CONTRIBUTIONS

Based on this research project it will demonstrate the knowledge pertinent on better

compassionate on factors influence passenger’s satisfaction on light rail transit in Klang

Valley. The findings result in this study to devote clear process to the consumer for determine

which aspect effect on factors influence passenger’s satisfaction on light rail transit in Klang

Valley. Finally, according to this research, the researcher believes the passenger will have

good exposure pertinent the Light Rail Transit (LRT).

5.3.1 Theoretical Implication

The study viewpoint on factors influence passenger’s satisfaction on light rail transit in Klang

Valley. For this applicable use SERVQUAL model it consists of five variables which are

tangibility, reliability, assurance, empathy and responsiveness. This study ease to identify the

issues and determine the steps to improve the quality of Light Rail Transit (LRT). Thus, it

will great opportunity for any academician or student of logistics and transportation

management to attain the data and issues for achieve great exposure and enormous value. The

data and issues services might be developing some theoretical idea to eliminate the

fundamental issues in LRT. Moreover, this study never been conducted by any researcher

based on passenger satisfaction on LRT in Klang Valley.

5.3.2 Practical Implication

This research project can devote some solution to Light Rail Transit (LRT) for eliminate their

primary issues for waiting time, less consideration, safety, ineffective response, and poor

facilities. This fundamental problem reduces by applicable the best result solution in order to
fulfil passenger satisfaction. The management of the LRT must have innovative idea in term

of the competence and will easily and rapidly for their passengers.

Based on the result of the data analysis, the LRT management identify the weakness and

cultivate by practically applied well experience staff to strengthen the quality of the LRT for

long-term. To increase the level of passenger satisfaction LRT management team based on

the result need to identify the factor of the dissatisfaction and satisfaction, so it will ease the

team to implement appropriate step to increase efficient facilities to their passengers in Klang

Valley.

5.4 RECOMMENDATIONS AND FUTURE RESEARCH

First and foremost, the future research study more on current trend integrated IOT technology

so it will provide high- density service and make the operation smoothly and efficiently to

their passenger. It will generate the usage of passenger’s prospect thus, the future researcher

can analyses their study more on the IOT technology to improve more extensive passenger

service as well as develops the safety and reliability. Hence, the application of big data

analytics to valuable data and the collection can be made from the adoption of digital control

throughout the enhancement been made conjunction with passengers by integrating IOT

system in railway industry. In contrast, the scope of sample our study is confined among LRT

passengers only, who may not involve entire Klang Valley stations. Thus, future researchers

have to widen their scope of sample which may engage the students from Ampang Line LRT

Station, it will more understanding about the passenger satisfaction on Light Rail Transit

(LRT) pertaining to the vary passengers.

Furthermore, future researcher adopts divergence underpinning theory, independent and

dependent variable to carry out the same research project but the data gather it will be based

on the different perspective. The future researcher easy to demonstrate the variance
perspective research based on their data analysis. Besides that, not only focus online

questionnaire survey perhaps the future researcher needs to carry different method of data

analysis for collect the reliable and accuracy data from respondents.

Future researcher needs utilize longer time to examine their research study thus it will enable

to collect and analyses more appropriate data. The longer time research it will deeply gather

more information so it will generate the accurate solution for the problem pertaining to the

research study. Due to short time the researcher face trouble to collect wide range data and

solution in their research study. The researcher also unable to learn wider perception in their

research study perhaps need longer time to accomplish the research study.

5.5 CONCLUSION

This research study primarily emphasizes on factors influence passenger’s satisfaction on

light rail transit in Klang Valley. The ‘SERVQUAL’ model as an underpinning theory

applied for this research study. The purpose of this research project to examine the

relationship between independent and dependent variable. The research study able to identify

the exact issues face by the passenger in using Light Rail Transit (LRT). Thus, this study

create opportunity for Light Rail Transit (LRT)to eliminate their weakness by implementing

the strengthen strategies for the long-term LRT performance. This research study huge

contribution to improve the level of passenger satisfaction in LRT services.

Researchers also face some limitations to accomplish this research completely perhaps; they

also have some recommendations accordingly to minimize the limitation of this research. In

nutshell, the researchers also prove some important prospect element for future research that

related with this topic.