To Study The Service Quality by Implementing

A192 SESSION 2019/2020
FINAL REPORT
TO STUDY THE SERVICE QUALITY BY IMPLEMENTING

WOMEN-ONLY TRAIN
Prepared by:
NAME MATRIC NO
SUREN S/O POONIAH 250696
NURUL AEIDA BINTI AZIZEE 250785
SUPERVISED BY: DR. SUHAILA BINTI ABDUL HANAN
LECTURER NAME : DR. EMY EZURA BT A JALIL
SCHOOL OF TECHNOLOGY MANAGEMENT AND LOGISTICS

SCHOOL OF BUSINESS
UNVERSITI UTARA MALAYSIA
FEBRUARY
DECLARATION
PERAKUAN SIAP KERJA FYP (COMPLETION OF FYP
ACKNOWLEDEMENT)
Kami yang bertandangan, memperakukan bahawa (We, the undersigned,

certify that) calon untuk ijazah berikut (candidate for the degree) below:
1. SUREN S/O POONIAH (250696) _SUREN__

2. NURUL AEIDA BINTI AZIZEE (250785) _ AEIDA__
Telah mengemukakan laporan FYP (has presented his/her FYP report)

seperti tajuk yang tecatat di kulit laporan dan muka surat FYP. (as the
tittle appears on the form of scientific methodology, content and display a
satisfactory knowledge in the field of study).
Tandatangan:
Nama Penyelia: DR. SUHAILA BINTI ABDUL HANAN
(Name of supervisor)
Tandatangan:
Nama Pensyarah Kursus: DR. EMY EZURA BINTI A JALIL
(Course Lecturer Name)
i
DEDICATION
This project is devoted to my family who has backed me all through

the method. It is additionally dedicated to our lecture that have instructed
us and encouraged us all the way to made beyond any doubt that we
provide it all it takes to wrap up that which we have begun.
ACKNOWLEDGEMENT
First and foremost, we thank to God because we have been given

the opportunity to complete this Final Year Project as a part of our degree
program. Even though we faced numerous challenges but still able to
complete this study. Next our genuine gratitude and appreciation to our
supervisor, Dr.Suhaila Binti Abdul Hanan who have guided, supported and
encouraged us from the beginning of the project. Besides that, we would
like to thank our coordinator Dr.Emy Ezura Binti A.Jalil for guiding us
throughout this journey and transferring the knowledge to us. We would
like to thank all the lecturers in School of Technology Management and
Logistics (STML) for their support and compensation since we pursue our
studies as Bachelor of Business Administration in Logistics and
Transportation (Hons) at Universiti Utara Malaysia in 2017. We are
honored with to be a part of this University and we adore moments that
brought us together and support each other. We also like to thank our
friends and family for their support and love which never failed to amaze
us and always motivating in all circumstances. Finally, we also would like
to thank the KTMB passengers who have been part of this survey.
iii
LIST OF TABLE
Table 3.1: Five point Likert measurement scale
Table 3.2: Demographic Profile
Table 3.3: Comfort
Table 3.4: Assurance
Table 3.5: Tangible
Table 3.6: Reliability
Table 3.7: Safety
Table 4.1: Descriptive analysis of demographic background
Table 4.2: Mean and standard deviation of comfort
Table 4.3: Mean and standard deviation of assurance
Table 4.4: Mean and standard deviation of tangible
Table 4.5: Mean and standard deviation of reliability

Table 4.6: Mean and standard deviation of safety
Table 4.7: Reliability test of independent variable (Comfort)
Table 4.8: Reliability test of independent variable (Assurance)

Table 4.9: Reliability test of independent variable (Tangible)
Table 4.10: Reliability test of independent variable (Reliability)
Table 4.11: Reliability test of independent variable (Safety)

Table 4.12: ANOVA Analysis of Variable (Comfort)
Table 4.13: ANOVA Analysis of Variable (Assurance)
Table 4.14: ANOVA Analysis of Variable (Tangible)
Table 4.15: ANOVA Analysis of Variable (Reliability)
Table 4.16: ANOVA Analysis of Variable (Safety)

Table 4.17: ANOVA Analysis of Variable (Comfort)
Table 4.18: ANOVA Analysis of Variable (Assurance)
Table 4.19: ANOVA Analysis of Variable (Tangible)
Table 4.20: ANOVA Analysis of Variable (Reliability)
Table 4.21: ANOVA Analysis of Variable (Safety)

LIST OF FIGURES
Figure 1: Proposed Conceptual Framework
ABSTRACT
The purpose of this paper is to measure the service quality by

implementing women only train. KTMB play a crucial role as in providing
transportation services where connecting between rural and urban areas,
major cities or even states. This study adopted the SERVQUAL model to
complete our study. The five dimensions of this study to determine are
comfort, assurance, tangible safety and reliability. The researchers have
applied quantitative method to collect data and analyze it. The
questionnaire was distributed through online platform using Google form.
Total of 130 respondents selected to be part of study for data collection
purposes. The Cronbach alpha shows the questionnaire are reliable as it’s
more than value of 0.7 and above. The survey is centered on the survey
furthermore, analysis of information gathered from every one of those
passengers who are as of now utilizing KTMB services. The purpose is to
study does service quality will be improved by implementing women only
train. To achieve the objective, data from the KTMB passengers have
been collected.
Keywords: SERVQUAL, comfortable, reliability, safety, tangible,

assurance.
TABLES OF CONTENT
DECLARATION i
DEDICATION ii
ACKNOWLEGEMENT iii
LIST OF TABLE iv
LIST OF FIGURES vi
ABSTRACT vii
CHAPTER 1 INTRODUCTION
1.1 INTRODUCTION 1
1.2 BACKGROUND OF STUDY 1
1.3 PROBLEM STATEMENT 3
1.4 RESEARCH OBJECTIVES 7
1.5 RESEARCH QUESTIONS 7
1.6 SCOPE OF STUDY 8
1.7 SIGNIFICANT OF THE STUDY 9
CONCLUSION 9
CHAPTER 2
LITERATURE REVIEW
2.1 INTRODUCTION 10
2.2 UNDER-PINNING THEORY 10
2.3 INDEPENDENT & DEPENDENT VARIABLE
2.3.1 SERVICE QUALITY 12
2.3.2 COMFORT 14
2.3.3 ASSURANCE 16
2.3.4 TANGIBLE 18
2.3.5 RELIABILITY 20
2.3.6 SAFETY 20
2.4 THEORETICAL FRAMEWORK 21
2.5 ASSUMPTION 23
CONCLUSION 23
CHAPTER 3
METHODOLOGY
3.1 INTRODUCTION 24
3.2 RESEARCH DESIGN 24

3.3 TYPE OF RESEARCH 25
3.4 RESEARCH HYPOTHESIS 26
3.5 SAMPLING METHOD & COLLECTION METHOD 28
3.6 MEASUREMENT SKILL 28
3.7 QUESTION DEVELOPMENT 29
3.7.1 DEMOGRAPHIC PROFILE 29
3.7.2 COMFORT 30
3.7.3 ASSURANCE 31
3.7.4 TANGIBLE 32
3.7.6 SAFETY 34
3.8 DATA ANALYSIS 35
3.9 DESCRIPTIVE ANALYSIS 35
3.8 RELIABILITY 36
CONCLUSION 36
CHAPTER 4
FINDINGS AND DATA ANALYSIS
4.1 INTRODUCTION 37
4.2 DESCRIPTIVE STATISTIC 38
4.2.1 DATA SCREENING & CLEANING 41
4.3 DESCRIPTIVE ANALYSIS 41
4.3.1 COMFORT 42
4.3.2 ASSURANCE 43
ix
4.3.3 TANGIBLE 44
4.3.5 SAFETY 46
4.4 RELIABILITY TEST
4.4.1 RELIABILITY TEST FOR INDEPENDANT
VARIABLE (COMFORT) 47
VARIABLE (ASSURANCE) 49
VARIABLE (TANGIBLE) 50
VARIABLE (RELIABILITY). 51
VARIABLE (SAFETY) 52
4.5 ANOVA ANALYSIS 53
4.5.1 COMFORT (FREQUENCY OF UTILIZING KTMB) 53
4.5.2 ASSURANCE (FREQUENCY OF UTILIZING KTMB) 54
4.5.3 TANGIBLE (FREQUENCY OF UTILIZING KTMB) 55
4.5.4 RELIABILITY (FREQUENCY OF UTILIZING KTMB) 56
4.5.5 SAFETY (FREQUENCY OF UTILIZING KTMB) 57
4.5.6 COMFORT (DIFFERENCES IN PURPOSE OF

UTILISING KTMB) 58
4.5.7 ASSURACNCE (DIFFERENCES IN PURPOSE OF

UTILISING KTMB) 59
4.5.8 TANGIBLE (DIFFERENCES IN PURPOSE OF

UTILISING KTMB) 60
4.5.9 RELIABILITY (DIFFERENCES IN PURPOSE OF

UTILISING KTMB) 61
4.5.10 ASSURACNCE (DIFFERENCES IN PURPOSE OF

UTILISING KTMB) 62
CONCLUSION 63
CHAPTER 5
DISCUSSION
5.1 INTRODUCTION 64
5.1 HYPOTHESIS TESTING 64
CHAPTER 6
CONCLUSION & RECOMMENDATION
6.1 INTRODUCTION 67
6.2 IMPLICATION OF STUDY 67
6.2.1 THEORITICAL IMPLICATION 68
6.2.2 PRACTICAL IMPLICATON 69
6.3 LIMITATION 70
6.4 RECOMMENDATION AND FUTURE 71
6.5 CONCLUSION 72
CHAPTER 1
INTRODUCTION
1.1 INTRODUCTION
This chapter summarizes a brief introduction of this research study,

this segment contains the overview, problem statement, research
questions, research objectives and scope of study. This chapter shows the
necessity of why this study need to be done. The key of this research is to
study the service quality by implementing women-only train.
1.2 BACKGROUND OF STUDY
Today the world is full of advancement which is interrelating to a

hectic lifestyle. In order to ensure our daily task to be done smoothly
without any interference we have to come up with several ideas. One of
the way to ease human’s lifestyle is by transportation. Transportation
have become one of the core need for personal and business purposes.
Transportation is very beneficial as it gives accessibility to all the
geographical places on earth.
When there is a business running, transportation is fundamental.

The business can be through merchandise or even services;
transportation is certainly deprived so as to satisfy the necessities of the
customer. As business which sees the operation frequently involve in
transportation or as in daily basis, these sector is highly depended on
transportation service (Dahalan, Silva, Abdullah, Ismail, & Ahmad, 2017).
1
However, in Malaysia the number of vehicles is increasing, a large
number of Malaysians can afford to buy a car (Ong, Ng, Giam, Kasim &
Hizza, 2015). Ministry of Transport (2016) stated that, this has caused
the city to face huge problems due to traffic congestion in that area.
Because of that, most of society whom highly depended on public
transportation which is being utilized for leisure, work travelling and own
purposes especially for this sector (Dahalan, Silva, Abdullah, Ismail, &
Ahmad, 2017). Not only that, the public transport provided has been one
of the factor to solve the problem. Part of that, public transport has also
given more convenient and comfortable travel mode (Ministry of
Transport, 2016)
Public transportation is one of the major elements which support

and help the development of a city center. As a developing country, the
communication system in Malaysia should have efficient and the service
should be betterment. Malaysian public transport system is the most
important aspect in the communication system whether for urban or rural
communities (Osman,2016). Therefore, public transportation is a type of
movement offered locally that empowers more individuals to travel
together along assigned courses. As in Malaysia, public transportation is
one of the major role which helps the city to develop further as
transportation gives accessibility to almost to other city (Dahalan, Silva,
Abdullah, Ismail, & Ahmad, 2017).
Specifically looking into geographical area which is Klang Valley, as

this region see the most number of public transport users. That’s because
this region works as a hub where it holds the connectivity with multiple
transportations for instance taxi, busses, mass rapid transit, light rail
transit and commuter trains. This gives a number of options for the users
to travel by their own convenient (Dahalan, Silva, Abdullah, Ismail, &
Ahmad, 2017).
A good public transport service and the improvement of service s
delivered, can encourage the number of passengers to travelled with. It is
also important for passengers who use the service and get high standard
quality of service by train and the station provided (Gleave, 2000).
Besides, an important instrument to influence the service quality of
passengers who use the services is the future development of the railway
transport system to the country. It is also should be associated with the
feedback given by the passengers about the quality of service delivered
by the service provider. These services need to be measured in terms of
transportation services, infrastructure and so on (Mannering, Walter &
Scott, 2004).
As for our research study, we have chosen KTMB as our targeted

transportation to conduct this study. KTMB have been operating since
1885 and it became one of the essential transportation which connects
through major cities. This have been a huge beneficial to the passengers
whom highly dependent to this service.
1.3 PROBLEM STATEMENT
This research is conducted to examine the level of service quality by

implementing women only train. Based on the researcher’s observation,
there is a lot of perception and perspective from the passengers regarding
the services which is offered by KTMB. Although there are women only
coach which is introduced on 2010, it provides services to ensure the
safety of the female passenger but it is insufficient and the utilization for
the particular coach is exceeding the space especially during the peak
hours. The service quality is divided to some factors. The factors are
comfort, assurance, tangible, reliability and safety.
Numerous investigations show that women utilize all types of public
transport more than men and, all the more critically, they depend on it
more than men do as they have less or no other portability decisions.
Women are additionally progressively stressed over utilizing public

transport, and properly so as their own security is every now and again
undermined (Allen, 2016).
The one of the major problem faced by any female passenger of any
mode of transportation is harassment, which can be done verbally or
physically and this have been happening globally. Due to this
uncontrollable situation it might change the behavior of passenger’s
travelling pattern.
People utilize public vehicle in various manners in light of their

unmistakable social jobs and monetary exercises. Since ladies'
explanations behind voyaging for the most part vary from men's, the
reason, recurrence, and separation of their outings are likewise unique.
Moreover, security and saw societal position assume an intricate

job in molding ladies' vehicle conduct as they move between urban, rural,
and provincial zones. Impartial access to open vehicle is tied in with
making the vehicle framework work for ladies and addressing their
requirement for sheltered, proficient, sustainable mobility.
Exact investigations have additionally indicated that the nearness of

certain ecological components in an open setting is all in all related with
bigger dread. These incorporate haziness, destruction, absence of chances
for casual observation by the overall population or residents of
surrounding establishment, absence of upkeep, and poor natural quality.
(Loukaitou- Sideris, Bornstein, Fink, Samuels & Gerami, 2009)
Women are dreadful of specific circumstances including utilization of
public transport, specifically train travel around evening time, strolling
through or holding up at a bus stations or metro stations (Deniz, 2016).
Women dread is generally influenced by whether spaces are abandoned
prompting them feeling defenseless against stranger assault in light of the
fact that there are no others to prevent the assault. In this manner, levels
of movement and expected capture spots are factors that influence levels
of dread.
Women dread of crime and harassment and its effect on women

transport behavior in the developed world. (Gardner, Cui, & Coiacetto,
2017). Fear influences versatility. In the case of going by transport,
vehicle or different modes, ladies' fear of transportation facilities
(Loukaitou- Sideris, 2014). Due to engaging with public transportation
and facilities, the female passenger can be vulnerable and become a
victim of harassment.
As there is high number of female passenger which is about 60% of

the KTMB service users. It is necessary to ensure the safety of the female
passenger, even though there are officials to take the situation under
control if such incident happens but most of the victims choose not to
take any further actions due to embarrassment.
According to YouGov Omnibus research finds 54% people choose

not report due to embarrassment. And the same research shows that the
most experienced form of sexual harassment is sexual assault. This is
followed by verbal remarks of a sexual sort, blazing undesirable
sexualized photography or videography. Female passenger can be a
victim of the stated issues here and this could be happening in any public
transportation field.
Exploration on transport-conduct effect of provocation instead of
general dread of crime is restricted. Open vehicle riders who have a
vehicle and decide to utilize public transport and, non-choice riders whom
public transport riders without other vehicle choices would alter their
conduct in minor manners because of dread of harassment. These
included getting off the travel and hang tight for the following one, setting
off to a more secure space in the carriage or station, sitting or standing
just with ladies, utilizing a backpack to maintain a comfortable distance
from undesirable contacting, and riding travel with companions. (Gardner,
Cui & Coiacetto, 2017)
With this ongoing issues, this can be uncomfortable nature for the
female passenger to travel and use public transportation. Female
passenger tends to be feel safer being in their own space among female
companion. The research also proves that one of the way women take
action as not to become a victim is by avoiding certain areas. This also
can fall into public transportation areas. Besides that, a demotivated
passenger who suffers from this issue could avoid the usage of public
transport where it can result affecting the carrier’s good name and also
could effect in profits due to reducing in passengers. In order to ensure
the safety and security this research could be a beneficial to the
respective officials and the passengers.
1.4 RESEARCH OBJECTIVE
RO 1: To explore factors influence the usage of KTMB women-only train.
RO 2: To identify differences between individual factors that influence the

usage of KTMB women-only train.
1.5 RESEARCH QUESTIONS
RQ 1: Is there any factors that influence the usage of KTMB women-only

train.
RQ 2: Is there any differences between individual factors that could

influence the usage women-only train.
1.6 SCOPE OF THE STUDY
The scope of service quality in this paper is among public user in

Klang Valley area, that is centered in Kuala Lumpur. Which the public user
where the most used the public rail transportation that covered urban and
rural area along the KTMB Klang Valley line. As our tittle depicted, our
inquiry on elements that affect service quality on women-only train is the
scope of this study. On the other side, with a short time given to get an
accurate data, we use descriptive analysis. Next, this technique is also
used as a scaling tool from the measurement scale that been proved by
the primary academic scholars. It has been reorganized using appropriate
objectives followed by answering questions about the quality service. In
addition, our paper refers to resources and issues that are still relevant
and fresh to studied. It also brings a noteworthy impact to the subject
matter.
Even so, the method used to obtain a service quality response in

implement women-only train through this method, there are many
obstacles that cannot be achieved in deeper. This is because, the public
user whom partake in the questionnaire session, it will only be answered
the question to fulfilled the research objective, yet, researcher might
oversight something important which crucial to solve the problem face by
the industry.
1.7 SIGNIFICANT (RELEVANCE) OF THE STUDY
In general, instead of focusing on contribution of this study for the

purpose of understanding of understanding service quality, this paper also
delivered the data on factors that affecting service quality among public
user who used the service especially women. For the reason that most
public users, unaware of the problems faced by women such like sexual
harassment, being theft, anxiety and so on. Not only that, it is also
underestimated by some of public user towards the exceptional services
provided by KTMB which is women-coach.
The significant of this study is to analyze the factors that affect the
services quality on women-only train among public users in Klang Valley
area. This research has collected the necessary data and gained
knowledge based on the previous research studies by the researchers.
Not only that, it is also to study the factors that can improve the service
quality on public transport. Finally, this study directly helps to the users
(women) for their fulfilment of their needs by consistently used the
railway transportation as they main transport to use for daily basis.
1.8 CONCLUSION
In this study, there are 6 chapters. The first chapter contains an

introduction, background of the study, problem statement, research
questions, research objectives, scope of study, significant of study and
conclusions. The second chapter, the second chapter is the theoretical
background, theoretical framework. Chapter three is a methodology
researched that contains research design, sampling methods,
measurement skills, data analysis, reliability and validity and conclusions.
In chapter four is data analysis and discovery. Chapter five, hypothesis
testing. Lastly conclusions, discussions and recommendation.
CHAPTER 2
LITERATURE REVIEW
2.1 INTRODUCTION
Chapter two interprets the literature review of the dependent

variable and independent variables. In addition, the underpinning theory
is apparently interpreted in this chapter. An extensive range of literature
which is related to the research will be collected and coordinated into few
categories which is the service quality of women-only train in Malaysia as
the dependent variable. Thus, the independent variable is Comfort,
Assurance, Tangible and Safety which is related to the service quality of
women-only train provided.
2.2 UNDER-PINNING THEORY
In service quality, it is very important for users to identify a quality

in a products and services. Thus, many researchers have proposed
measurement models to measure the quality of services delivered to the
users (Basu and Biswas, 2012; Brady and Cronin, 2001). The model
called (SERVQUAL), which is popularized by Parasuraman et al. (1985).
This model mainly uses several elements to identify a service quality that
been provided. Other than that, this model is also used as a measure of
service quality by getting the users respond and compare it with
perception before giving a high expectation to the users.
Originally, this SERVQUAL model had ten dimensions to measure
the level of service quality, but it was reduced to five reliable dimensions.
This (SERVQUAL) models consist of five dimension namely tangible,
responsiveness, assurance, reliability and empathy. According to
Parasuraman et al. (1985, 1988), these factors are important for service
quality, it will affect the product and service perspective. Thus, the
SERVQUAL model will determine the gap between consumer expectations
and perceptions of the products and services Parasuraman et al. (1985,
1988).
Although, SERVQUAL is used as a measuring tool in many studies,

but this tool should be link with the appropriate sector. For example, E-S-
QUAL is used for the electronics sector and the SERVPERF model is used
as a service selection (Parasuraman et al, 1991). In addition, the quality
of service has been used as a material to understand a user’s behavior.
The high quality of service produced is the result of the positive behavior
provided by the users (Zahorik & Rust 1992; Boulding, Kalra, Staelin, &
Zeithaml, 1993; Zeithaml, Berry, & Parasuraman, 1996; Liu, Sudharshan,
& Hamer, 2000).
In previous research, this SERVQUAL model is widely used by

academics and to measure the quality of land transport services. Among
them, research that uses SERVQUAL models is to understand the
knowledge, attitudes and behaviors of passengers who use land transport
services (Fitriati, 2010). While Yuliyanto (2010), the five dimensions used
by this researcher is to study the desire of the population to use the
public service. This shows that the old researchers used this model to be
a tool for their research. Where this SERVQUAL model is suitable for
adoption, to measure the quality of service to this research.
The aim of this study uses SERQUAL instruments, this model helps
in improving service quality by quickly identifying management methods.
This study has used an appropriate model to examine the level of service
quality. Based on Isa (2005), it also helps in investigate the level of
service quality to achieve service delivered by interconnect with the
variables. This SERVQUAL model can be easily applied to this research to
determine the service quality for transport service provided among public
users who use KTMB services. In addition, there is a gap in the model, it
proves that this research will show the higher respond get it from the
public user it will affect the expectations of users to meet the needs and
wants of public users itself for the service (Brown et al. 1993).
2.3 INDEPENDENT & DEPENDENT VARIABLE
2.3.1 SERVICE QUALITY
Parasuraman et al. (1985) stated that quality of service is difficult

to understand, because of three unique features for services: intangibility,
heterogeneity, and inseparability of production and consumption. Based
on LeBlanc and Nguyen; Nagata et al. (1997; 2004). Here is different
meaning of service quality, which service quality should be evaluated by
using customer perspective. Service quality is the judgment that the user
makes. To know the quality of the service is coming from the excellence
and superiority of the service is conveyed to the customer (Zeithaml,
1988). Therefore, passengers are representing a factor contributing to the
public transport's assessment of service quality. Thus, the high
performance of public transport will give a more positive the passengers’
perception on the quality of service delivered to them.
As mentioned by Allen dan DiCesare (1976), there are two
categories in the quality of service for the public transport industry called
user category and non-user category. Move, into the user category, the
factor of this category consists of speed, reliability, comfort, convenience,
safety. Next, the non-user category which consists of system efficiency,
pollution and demand. There are two categories in the quality of service
for the public transport industry called consumer category and open user.
Gradually into the category of users, it consists of speed, reliability,
comfort, convenience, safety. Next up is the non-consumer category
which consists of system efficiency, pollution and demand.
As explain by (Pullen, 1993), there are two performance indicators

to show performance towards the public transport industry, which is
efficiency and effectiveness. Meanwhile, the service of the rail transport
there are a process of planning temporary services, this is under the
category of efficiency. Next, the effectiveness category, it is through the
objectives that he has set by the organization towards the user, to
determine good service. In addition, this concept also involves "those
aspect of the service that influences the fitness for purpose" to
determines the quality of service and requires a detailed definition related
to local objectives and conditions (Pullen, 1993).
According to Rychalski (2017), dimensions that have been
measured from one to another based on the researched in this paper,
where surveys are made or communicated with users in the interviews.
Therefore, it can show how to integrate. Not only that, using feedback
from consumers can improve the quality of public transport services
(Stelzer et al., 2014). In addition, users are a one of the factor to develop
this survey approach (Xu, 2009). Meanwhile, there are also other studies
that use general models such as SERVQUAL (Amponsah & Adams, 2016).
As determined by Irfan, Kee, and Nawaz (2012), on the study made on
the response given from the passengers using the SERVQUAL model on
the quality of service of the railway transportation system. From that,
there is a positive relationship to the study, using the SERVQUAL model.
2.3.2 COMFORT
Johnston (1995) described comfort as the physical comfort that

consumers experience in the service and facilities provided. An important
factor in determining a good service quality is the comfort of the
passengers who use the service (Dhinakaran & Rajarajan, 2014). Based
on Dell et al. (2011), cleanliness and comfort get a highly rated by
passenger in service quality. It is also including of comfort includes
customer feelings about brightness of the environment, temperature and
cleanliness of the station (Shen, Xiao, & Wang, 2016). Due to that, the
level of comfort will affect service quality toward women-only train.
According to Shen et al. (2016), environment cleanliness must be
concerned. It is important to the women- only train itself, which it can
helps in changing the perception of the passenger.
The level of comfort for passengers can be measured in terms of the
number of seats available, temperature and lighting. In order to measure
the quality service of women-only train, it must be in compliance with the
stated aspects such as sufficient brightness, maintaining air quality and so
on (Geetika et al., 2010). According to KTMB (2010), in selected stations
KTM manage to design seating area for women only at platform itself.
Labeled “Ladies Only” using pink stickers shows the symbolic of women
color. Patra et al. (2017), stated that The design of the facilities provided
will alter the quality of service and provide comfort to passengers
throughout the railway transportation journey. For example, walking
facilities, waiting areas and more. Consequently, facility design towards
comfort as it plays an important role in the quality of service.
As explained by Chong (2019), to enable female passengers to go

to work comfortably, transportation also plays an important role in service
quality. The KL bus to Seremban will be available for female passengers
to board it. With the availability of transportation provided, it gives
women feel more comfortable with other women who prioritize their own
personal safety (Aziz, 2016). This is to allow female passengers who
travel to work every morning to do so in comfort.
2.3.3 ASSURANCE
As mentioned by Celik et.al (2014), stated that assurance are the

knowledge and politeness that the service provides to the passenger for
their services. Which both term can be evaluated based on how the
passenger are inspire trust and confident through the service provided. In
other words, it also comes from the competence of the staff who are
efficient in delivering their services. By the way services can be performed
in a polite, respect and friendly manner, which this can be evaluated on
the basis of trustworthiness (Hirmukhe, 2012). Based on Moreover, to
measure the level of service quality, the following attributes can be a
major factor in the assurance dimension towards the service quality
(Cavana et al. (2007) & Prasad et al. (2010).
In addition, it is related to public safety around the station. This can

also be considered as one of the important factors for passengers
especially female passengers who used the service frequently. According
to Cavana et al., 2007 & Van Hagen 2011, it was intended for the
passenger to feel the comfortable on the station while waiting for the
train. As claimed by Bernama (2018), to ensure smooth operation and the
safety of the passenger KTMB deploy and enlist police assistance in
selected station at the waiting area. In other words, passengers will
believe that with the existence of police assistance in the waiting area, it
has made as a guarantee of passenger safety at the train station (Goel et
al., 2016). Based on Cavana et al. (2007) and Prasad & Shekhar (2010),
to measure the level of service quality, the following attributes can be a
major factor in the assurance dimension towards the service quality.
As specified by Nathanail (2008), "information" conveyed to
passengers is the most effective element in influencing the service
quality. This is the expectation might the users wants, which it can help
the public user in obtaining important information (Cavana et al., 2007;
Geetics & Nandan, 2010; Swami & Parida, 2015). Therefore, it is
important for service provider such as KTMB to display information of the
depart/ arrival time. Not only that, the assurance level must be high such
like make an announcement system at the station, that can convince the
user. On the other hand, staff at the station also play a role in conveying
information (Aydin et al., 2015). This factor is very helpful in achieving
objectives in the service quality measure, by making announcements as
soon as the train arrives, and informing passengers about the presence of
female trains only. From doing so, it can give passengers directions to get
the train.
Other than that, to measure the quality of service, it is important to

ensure the availability of staff at the station, in handling inquiries. As at
the station, it needs to be well planned, so that users do not have
problems. In Germany, has a special train for women. They make sure it
can be used for women and children. Furthermore, it is fully monitored by
the crew at the station. With this, it gives assurance and confidence to
passengers especially female passengers in using public transport
(Noack,2016). The newspaper reported that the increasing in the number
of passengers was by about 2,000 people. Where they use public
transport as a daily transportation to go to work between KL to Negeri
Sembilan (Chong,2020).
2.3.4 TANGIBLE
As mentioned by Rao (2011), service is something that a user

doubts for, where the user is uncertain about something they are paying
to use it. As a consumer, we know that service is intangible. Which the
services are cannot be seen, felt, tasted and smelt. However, service can
be evaluated in other ways. Parasuraman et al. (1988) states that
tangibles are physical facilities, equipment, personnel and the way of
communication that been provide by the service provider itself. By that,
there are a key factor in prime consideration for repeat purchase after
consumer used the tangible dimensions of the environment provided by
the service provider. Because passengers are unable to determine the
service outcomes provided through services, passengers can process
value it through the facilities provided at the station (Ogle, 2009)
Nair, V (2016) stated there is complaint on sexual harassment

during peak hours prompted the KTMB to introduce the women-only
coaches in a single trip station to station for women to travel. As
passenger who used the railway transportation services are basically
cannot easily value the service that they received. They will take the
surrounding environment around them to determine the quality of
services been given. The nearest passenger’s example is in the railway
station itself. Therefore, tangible dimension should be main element that
the service provider should concerned about. It is help the service
provider to meet their expectation of customer (Beamish & Ashford,
2007).
The mode of land transport such as buses has decided in the
availability of buses from KL to Seremban by providing female trainers for
passengers every day. with the availability of this bus is the result of the
demand of women commuters (Chong, 2020). As we saw at the KTMB
station, there is a women-only coach colored in pink. It symbolizes
sensitivity and sweetness in the color. Symbolizes the color of a woman.
So public transportation that is colored with this color will be connected by
women (Aziz, 2016). With that, women will be more concerned about the
public transport provided.
2.3.5 RELIABILITY
The factor in the reliability dimension is "promise" and do it right

"(Naik et al., 2010). Referring to Brons, Givoni & Rietveld (2009), to
deliver a good service quality it is to make sure that the level of reliability
is high. In delivering the services in the transportation industry, the
service quality information about travel time is also a factor in improving
the quality of service (Sweeney, 2012.) This is because, this factor
provides information to passengers about their travel time (Pettersson,
2011). By providing information systems at the train station, passengers
can evaluate the service through the exact train arrives and depart (Brons
et.al, 2009).
Based on Oh, Yoon, Baek & Jo (2012), every stations need to be

monitored, so that passenger’s safety can be guaranteed. Not only that,
with the installation of CCTV in dangerous and blind spot areas, it can
prevent any incidents and accidents occur. In fact, it will ensure the
safety of user and the user feel safer. Finally, this service can provide a
hotline service that operates late at night. The aim is to support women in
need can reach through the hotline (Aziz, 2016).
As explained by Kadge et al. (2016), the passenger has high
expectations of the service they use. Good quality of service is to have a
healthy and clean environment. Especially when using the train as a mode
of daily commuting. Therefore, a good level of service quality is a cleaning
service. The service providers place emphasis on cleaning on the
platform, in the waiting area. Therefore, it is the role of the service
provider to perform service properly to maintain or improve level of
reliability from a user perspective (Prasad & Shekhar,2010).
2.3.6 SAFETY
Morgan (2018), safety means a way of being protected from a

hazard or treat which can be harmful to someone. In others words safety
is when an individual or an organization protects itself from any risk that
is unintentional. According to Ibrahim et al. (2013), showed in his studies
that 73.4% of the respondent on a survey are using the railway
transportation in Petaling Jaya city. Most of the issues are causing of the
overloading of passengers especially during peak hour, due to the
overcrowding, this lead to the fear feeling to the female passenger which
also can lead to robbery and sexual harassment.
There is a feeling of unsafe and fear while using the public transport
especially at night. It is well documented that women often face sexual
harassment and violence during their daily commutes (Cozens et.al,
2003). As stated Tri Basuki (2014), by having issues above, service
provider can make sure the security of selected area that cause of crowd
by deploy security guards and police at places like this meanwhile for
safety of accidents there must be active safeguarding by staffs, and also
avoidance by hazards.
Safety is important for a woman, where women are at risk of

victimization as they go for their daily commutes with a male dominant
culture higher than women especially in busy cities (Dunckel-Graglia,
2013; Gekoski, Gray, Adler, & Horvath, 2017). Male dominant is a lot
bigger than women, especially in urban areas. But service providers need
to consider their own safety (Aziz, 2016). Public transport like women-
only coaches or Pink rides for women provided to ensure the safety of
women until late at night (TheStar, 2020).
2.4 THEORETICAL FRAMEWORK
The framework sketching below is the theoretical framework of

this study. The framework is designed to serve as the base of the
research paper. This theoretical framework is help the researchers to
examine the relationships between dependent variable and independent
variables towards the dimension that been uses affect service quality of
women-only train. Thus, this paper is study on the impact of comfort,
assurance, tangible, reliability and safety. There will be FIVE independent
variables that in service quality of women-only train as the dependent
variable. This framework will carry four hypotheses to be try out in
determining the relationship between the variables. Each hypothesis will
be further discussed in detail at below.
Comfort
Assurance
Service quality of
women-only train
Tangible
Reliability
Safety
Figure 1: Proposed Conceptual Framework
(Parasuraman, ZeithamI, and Berry in 1985)
From the sketching above, we adopted from Parasuraman theory

which called SERVQUAL. There are five perspective views from the
models. Which, contain of five dimensions that is tangible, reliability,
responsiveness, assurance, and empathy (Parasuraman et al., 1988).
From five dimension has been mentioned, this study only uses four out of
five dimension.
2.5 ASSUMPTION
Figure 1. display the concept, thus, the subsequent hypothesis was

arising:
H1: There is no differences in frequency of utilizing KTMB with the

comfort of service woman-only train.
assurance of service woman-only train.
tangible of service woman-only train.
HO4: There is no differences in frequency of utilizing KTMB with the
reliability of service woman-only train
safety of service woman-only train.
reliability of service woman-only train.
H1O: There is no differences in frequency of utilizing KTMB with the
2.6 Conclusion
Based on the chapter above, it refers to the previous study. It is

about the service quality on women-only train. There are many
researchers who research about this topic, while discussing the variables
being used, namely comfort, assurance, tangible, reliability and safety.
This shows that many studies provide different views and understandings
from the previous studies about the service quality issue.
CHAPTER 3
METHODOOGY
3.1 INTRODUCTION
The chapter is regarding the study and theoretical framework

correctly about the usage of this particular study. This chapter provides
information of research design which includes research approach,
research strategies and unit of analysis. Besides that, in this chapter also
will be discussing about the measurement and data collection procedure
which need to be follow precisely which will smoothen the process of this
research. Type of technique which will be used in this research is explain
in this chapter as well. As an overall this chapter describes this research
and its data collection procedure will be done.
3.2 RESEARCH DESIGN
The reasons and criteria for figuring a plan of research, conditions

for making a decision about causality, and utilization of research design
as a control of variance are examined. The reason for research design is
to give an arrangement of study that grants precise appraisal of
circumstances and logical results connections between dependent variable
and independent variable.
The research design is proposed to give a reasonable system to an
investigation. A big alternative in examine arrangement process is the
choice to be made as for inquire about methodology since it chooses how
significant information for an investigation will be attain in any case, the
research design process includes many interrelated choices (Sileyew,
2019). A well proper research design will be able to generate accurate
data which support this study strongly. Besides that, research design sees
an important part of the research because research design is to give
answers to look into question legitimately, objectively, precisely and
financially just as fill in as a control stage, augment foundational
difference, control unessential fluctuation and limits error (Okoye, 2014).
3.3 TYPE OF RESEARCH
For the most part, for the examination reason can lead through two
techniques, which are qualitative and quantitative. Quantitative
investigation relevant to concentrate on social affair information and
broke down numerical information with material scientifically techniques
(Apuke, 2017). As for this study, the researchers decided to select the
quantitative method to find the relationship between independent variable
and dependent variable to survey the service quality by implementing
women only train.
3.4 RESEARCH HYPOTHESIS
H1: There are differences in frequency of utilizing KTMB with the comfort
of service woman-only train.
HO: There is no differences in frequency of utilizing KTMB with the
H2: There are differences in frequency of utilizing KTMB with the
H3: There are differences in frequency of utilizing KTMB with the tangible
H5: There are differences in frequency of utilizing KTMB with the safety of
service woman-only train.
HO: There is no differences in frequency of utilizing KTMB with the safety
H6: There are differences in frequency of utilizing KTMB with the comfort
H8: There are differences in frequency of utilizing KTMB with the tangible
H10: There are differences in frequency of utilizing KTMB with the safety
HO: There is no differences in frequency of utilizing KTMB with the safety
3.5 SAMPLING METHOD & COLLECTION METHOD
In this study we will use convenience sampling method. As Data is

gathered from potential respondents to comprehend explicit issues or
oversee assessments of a recently propelled item. By using this method,
it will be easier to collect the data which is less expensive and faster. As
for this study the unit of analysis will be the passengers of KTMB service,
since it’s a high number of population the respondents are able to
represent the whole population. To gather such data from a large group,
the questionnaire was distributed through online platforms. An online
structure will be the easiest tool where give access directly to the
respondents. The questionnaire will contain sections such as section A
(Demographics), section B (IV 1- Comfort), section C (IV 2- Assurance),
section D (IV 3- Tangible), section E (IV 4 Reliability), section F (IV 4-
Safety). The questionnaire form will be distributed to 130 respondents
and the questions are related to this study which can lead to accomplish
the study’s objective.
3.6 MEASUREMENT SKILL
This study will use the Likert scale as it will generate appropriate
answers from section B to section F. The scale will represent how strongly
is the connection the respondents can relate to the questions in the
questionnaire. And as for section A, the scale of nominal will be used as
the objective is to collect necessary information for demographics. Part A
context the demographic that relates the background of the respondent.
The number of the questionnaire for the item section A is 9 items only.
Respondents need to fill all the questions that necessitate their
information. As for this section, it was measured by using ordinal scale.
SCALE Strongly Disagree Neutral Agree Strongly
Disagree Agree
SCORE 1 2 3 4 5
Table 3.1: Five point Likert measurement scale
3.7 QUESTIONNAIRE DEVELOPMENT
3.7.1 DEMOGRAPHIC PROFILE

DEMOGRAPHIC BACKGROUND
Table 3.2 Demographic Profile
Demographic Scale Adapted from

i. Gender
ii. Race
iii. Marital status
iv. Occupation
v. Salary
vi. Frequency of utilizing KTMB Multiple
train choices Designed by own
vii. Purpose of utilizing train
services (KTMB)
viii. Have you travel with
commuter "Women only
coach"
3.7.2 COMFORT
Table 3.3 Comfort
Comfort Scale Sources

Adopted from:
i. I feel the temperature in the train
is very comfortable Wen et al. (2005);
ii. I feel condition of the train seat Transportation
facilities and equipment of the Research Board
train is very good Strongly (1999))
iii. The cleanliness of public transport disagree to Lai and Chen
exterior and interior is very good strongly agree (2011); Sezhian et
iv. I feel safe to travel along with Scale 1 to 5 al. (2011); Suman
opposite gender (2007)
v. I think the attitude of opposite Eboli and Mazzulla
gender causes uncomfortable to (2007); Caro and
travel Garcia (2008)
3.7.3 ASSURANCE
Table 3.4 Assurance
Assurance Scale Sources

Adopted From:
i. I feel safe with the companion of
personnel at the station Eboli and Mazzulla
ii. Helpfulness of personnel at the (2007); Caro and
station Scale (Strongly Garcia (2008)
iii. Responsiveness of personnel disagree to Wen et al. (2005);
when counter with problems strongly agree) Sezhian et al.
iv. I feel KTMB understand Scale 1 to 5 (2011); Caro and
passengers needs Garcia (2008);
Suman (2007);
Transportation
Research Board
(1999)
3.7.4 TANGIBLE
Table 3.5 Tangible
Tangible Scale Sources

Adopted From
i. Facilities designated for
'Women Only' is sufficient' Transportation
ii. The physically facilities provide Research Board
by KTMB are visually easy to (1999); Lai and
detect (Strongly Chen (2011)
iii. The personnel are visible to disagree to Wen et al. (2005);
seek for help strongly agree) Sezhian et al.
iv. The facilities and equipment are Scale 1 to 5 (2011); Caro and
very helpful for me Garcia (2008);
v. KTMB equipment are up-to-date Suman (2007);
Transportation
Research Board
(1999)
3.7.5 RELIABILITY
Table 3.6 Reliability
Reliability Scale Sources

Adopted From
i. I feel the adequacy of "
Women- coach" is enough for
female passengers Transportation
ii. I feel the adequacy of KTMB (Strongly Research Board
train is enough for passengers disagree to (1999); Lai and
iii. I feel KTMB train arrived at the strongly agree) Chen (2011)
destination in a right time Scale 1 to 5 Eboli and Mazzulla
iv. I feel KTMB provide a useful (2007); Caro and
traveling time schedule for Garcia (2008
passenger
v. I feel the waiting time set by
KTMB is very reasonable
3.5.6 SAFETY
Table 3.7 Safety
Safety Scale Sources

Adopted From
i. I feel safe while using KTMB Eboli and Mazzulla
train service (2007); Suman
ii. I feel secure from crime while (2007);
using KTMB train service (Strongly Transportation
iii. I feel safe related to the disagree to Research Board
behavior of other passengers strongly agree) (1999)
while using KTMB train service Scale 1 to 5 Lai and Chen
iv. I feel secured while waiting for (2011); Eboli and
the train at waiting area Mazzulla (2007);
v. I feel secured while travelling Suman (2007);
with opposite gender in normal Transportation
'coach' Research Board
(1999)
3.8 DATA ANALYSIS
Procedure of cleaning, changing, and displaying information to find

valuable data for decision making. The reason for data analysis is to
separate meaningful data from information and captivating the choice in
need of on the data analysis. Data analysis strategy is done to explore the
information which is collected. This implies the researcher’s needs to run
an examination which is collected from the respondents. This study,
information investigation which will be utilized is Statistical Package for
the Social Sciences (SPSS) measurable programming this can depend the
unwavering reliability test, correlation test and also the descriptive
statistics.
3.9 DESCRIPTIVE ANALYSIS
Descriptive measurements determine in a significant manner exhibit

the general arrangement of surveys. Mean, median, mode are the three
components to proportion of focal propensities. The mean mathematically
the normal and used to gauge scattering from the mean. The three
estimation of the scattering noteworthy factor in information examination
reason. Mean are the scope of the fluctuation and standard deviation.
Median is the centrality component paying little mind to the number
presence
3.10 RELIABILITY AND VALIDITY
As a rule, the unwavering reliability test of the constancy depends

on the respondent's answer which is by estimating the survey. In light of
the Cronbach's Alpha normally it is estimated by utilizing the
dependability inquiries in order to measure the service quality by
implementing women only train. So as to this dependability test the
estimation of the alpha ought to be more than 0.7 worth. The reliability
test shows that the questions are reliable to be answered by the
respondents. Thus, if the value is high in this manner the estimating
instruments are better.
4.0 CONCLUSION
This segment by and large demonstrates the exploration technique

segment in term of population, data analysis, research design,
measurement and all the tools which related to this study where how the
data is gathered and gives value to the data. This exploration received
quantitative technique utilizing overview surveys Likert scale. KTMB
passengers will be respondents for this research. This section primarily
features to decide the definition and sort of information in the study.
CHAPTER 4
FINDINGS AND DATA ANALYSIS
4.1 INTRODUCTION
Chapter four expound the data are gathered through the structured
questionnaires that have been compassed and be explain in this chapter.
The data analyzed using the Statistical Package for Social Sciences
(SPSS). The researcher was conducted pilot test with the sample size of
20 respondents. In addition, descriptive statistics, reliability statistics and
correlation analysis were type of data analysis carried out in this study.
Furthermore, in this study gender, race, age, marital status, salary range,
frequency of utilizing KTMB service, purpose of utilizing train and
travelling in women only coach measured as a demographic profile.
4.2 DESCRIPTIVE STATISTICS
Variables Frequency Percentage

(N=130)
Gender
Male 37 28.5%
Female 93 71.5%
Age
Below 18 0 0%
19-29 125 96.2%
30-39 4 3.1%
40-49 1 0.8%
50 and above 0 0%
Races
Malay 96 73.8%
Chinese 4 3.%
Indian 28 21.5%
Others 2 1.5%
Marital status
Single 117 90.0%
Married 13 10.0%
Job status
Student 51 39.2%
Self employed 15 11.5%

Civil servant 7 5.4%
Private 57 43.8%
sector employee
Salary
Below RM1500 61 46.9%
RM 1500- RM 3000 60 46.2%
RM 3001- RM 5000 6 4.6%
RM 5000 and above 3 2.3%
Frequency of utilizing KTMB

train
1-5 per week

12 9.2%
1-5 per month
27 20.8%
Occasionally
91 70.0%
Purpose of utilizing KTMB

Train
Work
18 13.8%
Studies
16.2%
21
26.2%
Leisure 34
43.8%
Other 57
Frequency travel with Women only coach
Yes 82 63.1%
No 48 36.9%
Table 4.1 Descriptive analysis of demographic background
Based on table the demographic profile of the study includes

gender, age, races, marital status, job status, salary, frequency and
purpose of utilizing KTMB and specific question for women as travel in
‘women only’ coach. In this research project, the total respondent that
we selected is 130 respondents of KTMB passengers. The summary of
sample profiles shows a higher number of female (93) respondents
than male (37) representing a ratio of 71.5% and 28.5% respectively.
The researcher chooses the 5 categories of ages which are from 18
years and below, 19
-29 years old, 30-39 years old, 40-49 years old and 50 years old and
above. The table shows that no respondents on 18 years and below,
for age group 19-29 shows 125 96.2% passengers, 30-39 with 4 3.1%
passengers and 40-49 with 1 passenger 0.8%. And there’s no
respondents for 50 years and above.
Besides that, the researcher has categorized the races into four
categories which are Malay, Chinese, Indian and Others. The frequency
displays that the higher respondents are from Malay passengers as 96
21.5% followed by Indian passengers with 28 21.5, then Chinese
passengers with 4 3% and other races recorded 2 1.5% passengers.
The table also shows that there are single passengers with 117
passengers with 90% of sample and 10 passengers with 10%
respectively. to 20, 21– 23 years old, 23 – 25 years old and 25 years
old and above. It refers to 3 persons (2.57%), 40 persons (36.4%), 25
persons (22.7%) and 42 persons (38.2%) respectively. The most user
of KTMB services are from private sector employee with 57 passengers
of 43.8%., followed by students recorded with 51 passengers 39.2%,
15 passengers 11.5% are from self-employed and the least passengers
are from civil sector with
7 passengers 5.4% of the sample. Furthermore, the researcher
categorizes the income of respondent to four categories which are
below RM 1500 recorded the highest passengers with 61 46.9%, for
salary range RM 1500-RM 3000 recorded 60 passengers 46.2, for RM
3001- RM5000 there are 6 passengers 4.6% and for salary of RM 5000
and above 3 passengers 2.3%. The respondents have answered the
questions as for the number of utilization of KTMB service as for
regularly 1-5 times per a week there are 12 passengers 9.2%, as for
1-5 per month 27 passengers 20.8% and the highest user are from
occasionally users as 91 passengers 70%. Moreover, the researchers
stated the question of purpose for utilizing KTMB services. As for work
purposes there are 18 passengers 13.8%, for studies 21 16.2%, for
leisure 34 26.2% and the highest number is for other with 57 43.8%.
The researcher also includes a question to identify the number of
passenger who have used special (Women only) coach. With 82
respondents have been travelled in women only coach with 63.1% and
48 passengers 36.9% have not travel in special coach.
4.2.1 DATA SCREENING & CLEANING
This process is to ensure that the data or transcription that received

is accurate and error-free. Therefore, missing value and unengaged
response was identified and removed from the total respondent is 0
4.3 DESCREPTIVE ANALYSIS
The purpose behind doing Descriptive analyses is to measure the

scale things of the factors which are Assurance, Tangible, Comfort,
Safety, Reliability and service quality. Descriptive analysis is examining
the mean and standard deviation of this builds. The outcomes are
available in the table below.
4.3.1 Comfort
The table below is a summary of the testing mean and standard
deviations, for the five items that being used to measure comfort. The
highest mean recorded is 4.02 which indicates the cleanliness of public
transport exterior and interior is very good
Code Items Mean Standard

* Deviation
COM 1 I feel the temperature in the train is 3.96 0.811
very comfortable
COM 2 I feel condition of the train seat 3.88 0.733
facilities and equipment of the train is
very good
COM 3 The cleanliness of public transport 4.02 0.709
exterior and interior is very good
COM 4 I feel safe to travel along with 3.65 0.905
opposite gender
COM 5 I think the attitude of opposite gender 3.69 0.914
causes uncomfortable to travel
Table 4.2: Mean and standard deviation of comfort.
4.3.2 ASSURANCE
deviations, for the four items that being used to measure assurance. The
highest mean of 4.20 indicates the passenger feel safe with the
companion of personnel at the station

* Deviation
ASU 1 The behaviors of other passengers 3.70 0.962
causes of discomfort
ASU 2 I feel safe with the companion of 4.20 0.709
personnel at the station
ASU 3 Helpfulness of personnel at the station 4.08 0.711
ASU 4 Responsiveness of personnel when 3.99 0.641
counter with problems
Table 4.3: Mean and standard deviation of assurance
4.3.3 Tangible
deviations, for the five items that being used to measure tangible. The
highest mean recorded is 3.88 where the passenger feel the facilities nad
seat are in good condition.

* Deviation
TAN 1 Facilities designated for 'Women Only' 3.62 1.094
is sufficient'
TAN 2 I feel condition of the train seat 3.88 0.737
facilities and equipment of the train is
very good
TAN 3 The personnel are visible to seek for 3.72 0.807
help
TAN 4 The facilities and equipment are very 3.87 0.63
helpful for me
TAN 5 KTMB equipment are up-to-date 3.83 0.738
Table 4.4: Mean and standard deviation of tangible
4.3.4 RELIABILITY
deviations, for the five items that being used to measure reliability. The
highest mean which is 3.72 shows that the passenger feels KTMB provide
useful time schedule for passenger.

* Deviation
REA I feel the adequacy of " Women-coach" 3.12 1.145
1 is enough for female passengers
REA I feel the adequacy of KTMB train is 3.39 0.928
2 enough for passengers
REA I feel KTMB train arrived at the 3.50 1.029
3 destination in a right time
REA I feel KTMB provide a useful traveling 3.72 0.988
4 time schedule for passenger
REA I feel the waiting time set by KTMB is 3.58 1.002
5 very reasonable
Table 4.5: Mean and standard deviation of reliability
4.3.5 SAFETY
deviations, for the five items that being used to measure safety. The
highest mean of 3.91 indicates that the passenger feel safe while utilizing
KTMB services.

* Deviation
SAF 1 I feel safe while using KTMB train 3.91 0.709
service
SAF 2 I feel secure from crime while using 3.65 0.794
KTMB train service
SAF 3 I feel safe related to the behavior of 3.46 0.818
other passengers while using KTMB
train service
SAF 4 I feel secured while waiting for the train 3.57 0.825
at waiting area
SAF 5 I feel secured while travelling with 3.15 1.074
opposite gender in normal 'coach
Table 4.6: Mean and standard deviation of safety
4.4 RELIABILITY TEST
4.4.1 RELIABILITY TEST FOR INDEPENDANT VARIABLE

(COMFORT)
Depending on the table below, the description for the five (5)
independent variable 1 questionnaire (Comfortable) is displayed. The
results show that, the Cronbach Alpha is 0.718 which is more than 0.7,
the questionnaire is reliable. Therefore, it reveals that for this study the
whole question of independent variable 1 is reliable.
Reliability Statistics
Cronbach's
Alpha
Based on
Cronbach's Standardiz N of
Alpha ed Items Items
.718 .740 5
Item-Total Statistics
Scale Scale Corrected Squared Cronbach
Mean Variance Item- Multiple ' s Alpha
if Item if Item Total Correlati if Item
Deleted Deleted Correlatio o Deleted
n n
Comfortable 1 15.25 4.807 .677 .540 .586
Comfortable 2 15.32 5.275 .612 .493 .622
Comfortable 3 15.18 5.221 .662 .462 .606
Comfortable 4 15.56 5.721 .307 .178 .743
Comfortable 5 15.52 5.942 .246 .173 .768
Table 4.7: Reliability test of independent variable (Comfort)
4.4.2 RELIABILITY TEST FOR INDEPENDANT VARIABLE (
ASSURANCE)
Depending on the table below, the description for the four (2)
independent variable 1 questionnaire (Assurance) is displayed. The results
show that, the Cronbach Alpha is 0.774 which is more than 0.7, the
questionnaire is reliable. Therefore, it shows that for this study the whole
question of independent variable 2 is reliable
Cronbach's
Alpha
Based on
.774 .774 4
Scale Scale Corrected Squared Cronbach'
Mean Variance Item- Multiple s Alpha if
if Item if Item Total Correlati Item
n n
Assurance 2 11.96 2.595 .597 .432 .708
Assurance 3 12.08 2.528 .632 .458 .689
Assurance 4 12.17 2.715 .632 .409 .693
Assurance 5 12.27 2.958 .454 .261 .781
Table 4.8: Reliability test of independent variable (Assurance)
4.4.3 RELIABILITY TEST FOR INDEPENDANT VARIABLE (TANGIBLE)
Based on the table below, the description of independent variable 3

(Tangible) for the five (5) question is seen. The result indicates that when
the Cronbach Alpha is 0.761 which is more than 0.7 the questionnaire is
reliable. Ultimately, it indicates that all the question is reliable for this
research for the independent variable
Cronbach's
Alpha
Based on
.761 .787 5
Scale Scale Corrected Squared Cronbach
Mean Variance Item- Multiple ' s Alpha
if Item if Item Total Correlati if Item
n n
Tangible 1 15.30 5.343 .413 .226 .790
Tangible 2 15.05 6.013 .574 .338 .705
Tangible 3 15.20 5.851 .545 .455 .712
Tangible 4 15.05 5.927 .700 .608 .673
Tangible 5 15.09 6.131 .535 .407 .717
Table 4.9: Reliability test of independent variable (Tangible)
(RELIABILITY).
(Safety) for the five (5) question is seen. The result indicates that when
research for the independent variable 5.
Cronbach's
Alpha
Based on
.763 .771 5
Scale
Mean Scale Corrected Squared Cronbach'
if Item Variance Item- Multiple s Alpha if
Delete if Item Total Correlati Item
d Deleted Correlatio o Deleted
n n
Reliability 1 14.20 10.130 .264 .273 .820
Reliability 2 13.92 9.436 .538 .359 .718
Reliability 3 13.82 8.260 .684 .549 .663
Reliability 4 13.59 8.693 .634 .589 .684
Reliability 5 13.73 8.787 .601 .612 .695
Table 4.10: Reliability test of independent variable (Reliability)
(SAFETY)

(Safety) for the five (5) question is seen. The result indicates that when
research for the independent variable 5.
Cronbach's
Alpha
Based on
.798 .811 5
Scale Scale Corrected Squared Cronbach'
Mean Variance Item- Multiple s Alpha if
if Item if Item Total Correlati Item
n n
Safety 1 13.84 7.454 .545 .338 .772
Safety 2 14.09 6.782 .641 .464 .742
Safety 3 14.28 6.531 .686 .498 .727
Safety 4 14.18 6.751 .614 .383 .749
Safety 5 14.59 6.321 .480 .251 .809
Table 4.11: Reliability test of independent variable (Safety)
4.5 ANOVA ANALYSIS
This process is to ensure the date or transcription that received is

accurate and error-free. Besides that, ANOVA is used to decide whether
there are any statistically significant differences between the means of
two or more independent unrelated groups.
4.5.1 COMFORT (FREQUENCY OF UTILIZING KTMB)

Descriptive
MEAN COMFORT
95% Confidence
Interval for Mean
Std. Std. Lower Upper Minimu Maximu
N Mean Deviation Error Bound Bound m m
1.00 12 3.9667 .57102 .16484 3.6039 4.3295 2.60 4.80
2.00 27 3.7852 .55449 .10671 3.5658 4.0045 2.20 4.60
3.00 91 3.7516 .52607 .05515 3.6421 3.8612 2.00 5.00
Total 130 3.7785 .53541 .04696 3.6856 3.8714 2.00 5.00
ANOVA
MEAN COMFORT
Sum of Mean
Squares df Square F Sig.
Between .492 2 .246 .856 .427
Groups
Within 36.488 127 .287
Groups
Total 36.980 129
Table 4.12 Anova Analysis of Variable (Comfort)
The table above shows that the ANOVA analysis of variable for comfort is
not significantly different, where significant value is more than p<0.05.
4.5.2 ASSURANCE (FREQUENCY OF UTILIZING KTMB)
Descriptive
MEAN ASSURANCE
95% Confidence
Interval for Mean
1.00 12 4.1458 .48216 .13919 3.8395 4.4522 3.00 4.75
2.00 27 4.0648 .47834 .09206 3.8756 4.2540 3.00 5.00
3.00 91 4.0192 .55054 .05771 3.9046 4.1339 3.00 5.00
Total 130 4.0404 .52809 .04632 3.9487 4.1320 3.00 5.00
ANOVA
MEAN ASSURANCE
Sum of Mean
Between .190 2 .095 .338 .714
Groups
Within 35.785 127 .282
Groups
Total 35.975 129
Table 4.13 Anova Analysis of Variable (Assurance)
4.5.3 TANGIBLE (FREQUENCY OF UTILIZING KTMB)
Descriptive
MEAN TANGIBLE
95% Confidence
Interval for Mean
1.00 12 3.9000 .52223 .15076 3.5682 4.2318 3.00 5.00
2.00 27 3.9259 .49036 .09437 3.7319 4.1199 3.00 5.00
3.00 91 3.7275 .61717 .06470 3.5989 3.8560 2.20 5.00
Total 130 3.7846 .58753 .05153 3.6827 3.8866 2.20 5.00
ANOVA
MEAN TANGIBLE
Sum of Mean
Between .996 2 .498 1.453 .238
Groups
Within 43.533 127 .343
Groups
Total 44.529 129
Table 4.14 Anova Analysis Of Variable (Tangible)
4.5.4 RELIABILITY (FREQUENCY OF UTILIZING KTMB)
Descriptive
MEAN RELIABILITY
95% Confidence
Interval for Mean
1.00 12 3.4500 .68821 .19867 3.0127 3.8873 2.00 4.20
2.00 27 3.6000 .71897 .13837 3.3156 3.8844 2.00 5.00
3.00 91 3.4242 .74287 .07787 3.2695 3.5789 1.60 5.00
Total 130 3.4631 .73116 .06413 3.3362 3.5900 1.60 5.00
ANOVA
MEAN RELIABILITY
Sum of Mean
Between .646 2 .323 .600 .550
Groups
Within 68.317 127 .538
Groups
Total 68.963 129
Table 4.15 Anova Analysis of Variable (Reliabity)
4.5.5 SAFETY (FREQUENCY OF UTILIZING KTMB)
Descriptive
MEAN SAFETY
95% Confidence
Interval for Mean
1.00 12 3.6167 .44687 .12900 3.3327 3.9006 2.80 4.20
2.00 27 3.5556 .51540 .09919 3.3517 3.7594 2.60 4.80
3.00 91 3.5385 .68941 .07227 3.3949 3.6820 2.20 5.00
Total 130 3.5492 .63457 .05566 3.4391 3.6593 2.20 5.00
ANOVA
MEAN SAFETY
Sum of Mean
Between .066 2 .033 .081 .922
Groups
Within 51.879 127 .408
Groups
Total 51.945 129
Table 4.16 Anova Analysis of Variable (Safety)
4.5.6 COMFORT (DIFFERENCES IN PURPOSE OF UTILISING KTMB)
Descriptive
MEAN COMFORT
95% Confidence
Interval for Mean
1.00 18 3.8667 .51791 .12207 3.6091 4.1242 2.60 4.80
2.00 21 3.7143 .74986 .16363 3.3730 4.0556 2.00 5.00
3.00 34 3.7765 .43139 .07398 3.6260 3.9270 2.80 4.60
4.00 57 3.7754 .51418 .06811 3.6390 3.9119 2.40 5.00
Total 130 3.7785 .53541 .04696 3.6856 3.8714 2.00 5.00
ANOVA
MEAN COMFORT
Sum of Mean
Between .227 3 .076 .260 .854
Groups
Within 36.753 126 .292
Groups
Total 36.980 129
Table 4.17 Anova Analysis of Variable (Comfort)
4.5.7 ASSURACNCE (DIFFERENCES IN PURPOSE OF UTILISING
KTMB)
Descriptive
MEAN ASSURANCE
95% Confidence
Interval for Mean
1.00 18 4.0556 .42492 .10015 3.8442 4.2669 3.00 4.75
2.00 21 4.0000 .44721 .09759 3.7964 4.2036 3.25 5.00
3.00 34 3.9706 .55991 .09602 3.7752 4.1660 3.00 5.00
4.00 57 4.0921 .57015 .07552 3.9408 4.2434 3.00 5.00
Total 130 4.0404 .52809 .04632 3.9487 4.1320 3.00 5.00
ANOVA
MEAN ASSURANCE
Sum of Mean
Between .357 3 .119 .420 .739
Groups
Within 35.619 126 .283
Groups
Total 35.975 129
Table 4.18 Anova Analysis Of Variable (Assurance)
4.5.8 TANGIBLE (DIFFERENCES IN PURPOSE OF UTILISING KTMB)
Descriptive
MEAN TANGIBLE
95% Confidence
Interval for Mean
1.00 18 3.8556 .37451 .08827 3.6693 4.0418 3.00 4.60
2.00 21 3.8952 .51621 .11265 3.6603 4.1302 3.00 5.00
3.00 34 3.8235 .53204 .09124 3.6379 4.0092 2.20 5.00
4.00 57 3.6982 .68985 .09137 3.5152 3.8813 2.20 5.00
Total 130 3.7846 .58753 .05153 3.6827 3.8866 2.20 5.00
ANOVA
MEAN TANGIBLE
Sum of Mean
Between .824 3 .275 .792 .500
Groups
Within 43.705 126 .347
Groups
Total 44.529 129
Table 4.19 Anova Analysis Of Variable (Tangible)
4.5.9 RELIABILITY (DIFFERENCES IN PURPOSE OF UTILISING
KTMB)
Descriptive
MEAN RELIABILITY
95% Confidence
Interval for Mean
1.00 18 3.4444 .60413 .14239 3.1440 3.7449 2.00 4.40
2.00 21 3.7619 .75265 .16424 3.4193 4.1045 2.40 5.00
3.00 34 3.3471 .68633 .11770 3.1076 3.5865 2.00 4.60
4.00 57 3.4281 .77316 .10241 3.2229 3.6332 1.60 5.00
Total 130 3.4631 .73116 .06413 3.3362 3.5900 1.60 5.00
ANOVA
MEAN RELIABILITY
Sum of Mean
Between 2.409 3 .803 1.520 .212
Groups
Within 66.554 126 .528
Groups
Total 68.963 129
Table 4.20 Anova Analysis Of Variable (Reliability)
4.5.10 ASSURACNCE (DIFFERENCES IN PURPOSE OF UTILISING
KTMB)
Descriptive
MEAN SAFETY
95% Confidence
Interval for Mean
1.00 18 3.7000 .50527 .11909 3.4487 3.9513 2.80 5.00
2.00 21 3.5810 .62898 .13726 3.2946 3.8673 2.60 5.00
3.00 34 3.5294 .69784 .11968 3.2859 3.7729 2.20 5.00
4.00 57 3.5018 .64156 .08498 3.3315 3.6720 2.20 5.00
Total 130 3.5492 .63457 .05566 3.4391 3.6593 2.20 5.00
ANOVA
MEAN SAFETY
Sum of Mean
Between .572 3 .191 .468 .705
Groups
Within 51.373 126 .408
Groups
Total 51.945 129
Table 4.21 Anova Analysis of Variable (Safety)
CONCLUSION
This chapter had concluded the findings of this study and analysis
the data. Firstly, this chapter outlined the profiles of the respondents in
term gender, age group, races, marital status, job status, salary, purpose
and frequency of utilizing the KTMB service. Reliability has been verified
by using the Cronbach's Alpha was optimized for the analysis. A
hypothesis testing is used to evaluate normality when hypothesis is used
to determine accepted and rejected section.
CHAPTER 5
DISCUSSION
5.0 INTRODUCTION
On this chapter, it was discussed on this research finding. The

researchers analyzed the service quality by implementing women only
train. An online questionnaire with 130 respondents answered which
distributed through Google form to collect the data. The relationship
between independent variable and dependent variable shows that tangible
and safety variables have a positive significant relationship towards
service quality while other variable shows negative significant. On the
finding of Chapter 4, the result of reliability test of dependent variable and
independent variable was reliable as the variables alpha value is more
than
0.7 above. One of the item in assurance independent variable was
removed to maintain the alpha value.
5.1. HYPOTHESIS TESTING
Theory testing is a demonstration in measurements whereby an

expert tests a suspicion in regards to a populace boundary. The
methodology utilized by the investigator relies upon the idea of the
information utilized and the purpose behind the examination.
Theory testing is utilized to survey the believability of a speculation by

utilizing sample data (Majaski, 2020).








5.1.1 SUMMARY OF HYPOTHESIS

The variables which shows positively significant are tangible and
safety while assurance, comfort, and reliability shows negatively
significant. However, the p=value which are greater than 0.001 for all
variables indicates that there is no statistically significant correlation
between variables. Which increases or decreases in one variable will not
significantly affect the other variable
CHAPTER 6
CONCLUSION & RECOMMENDATION
6.1 INTRODUCTION
Referring back to previous chapters in presenting the scope of

research, literature review, research methodology and data analysis
results. This chapter summarizes and reflects the research results and
conclusions for this research based on the objectives of the study. Next,
the researchers’ determinant the relationship between comfort,
assurance, reliability, reliability and security and service quality on
women-only train among public users in Klang valley area. In this
chapter, it has four parts which is implications, limitation,
recommendations and future research and conclusion about the overall
research.
6.2 IMPLICATION OF STUDY
In this research, it is to test five independent variables that related

with dependent variable which is service quality. This study has been
studied by previous researchers, but this study is more focused on rail
public transport (KTMB) specially for women only. Meanwhile, the
variables for this study, comfort, assurance, tangible, reliability and
security.
6.2.1 THEORITICAL IMPLICATION
The aims of this study, the researchers focus on the factors
that determine the service quality of women-only train. In this
research, have used five variables. first, comfort. The comfort
focused in terms of the physical comfort that users can experience
with the services and facilities provided. Second, assurance. This
service is delivered in terms of knowledge and courtesy of
employees in conveying information to passenger. Next, tangible.
These factors provide physical facilities, equipment, personnel and
way of communication by service providers to passengers.
Moreover, reliability. The information provided at the train station is
part of a service that can increase the reliability of users by using
the services. Lastly, safety. This factor can ensure the level of
safety from users while using the service, especially women.
This section is a platform where provides an opportunity for

researchers to explore the variables in this study. There are several
suggestions and theories that can be linked in solving the problems
faced by this sector. Researchers can have gathered information
that being collected by the researchers. However, the information
collected is still usable and still relevant.
6.2.2 PRACTICAL IMPLICATION
This research studies can provide some beneficial way to
overcome the problem faced by passengers especially the women.
As harassment could take in different types which could change the
travelling pattern particularly for women. Besides that, due to this
issue the female could lose interest or trust in utilizing public
transport. This could affect the profit of any public transport carrier
which could cause economical to government. Besides that, usually
public transport users tend to use the services in order to save time
and money. Due to busy traffic in urban areas, passengers might be
looking for public transportation especially carriers with multiple
transit over districts. If a passengers feel insecure while travelling,
then they might change their travelling pattern and the public
transportation might not be utilized on maximum level. In order to
avoid spending much on travelling, public transport is the one of the
best way to cut the cost. Since there’s high number of public
transport users the women could be vulnerable towards harassment
especially during peak hours.
As a result of this research studies, the KTMB could find the

weakness or any issues which causing women passengers’ difficulty
in travelling in their carriers. To provide the best services to the
users and maximize the number of users of KTMB, responsible
management would detect the passenger’s needs. Through this
other public transport could bring out changes and creates better
services and environment for female passengers to travel safely and
confidently.
6.3 LIMITATION
To complete this research study, there are some limitations that

researchers must overcome. With the limitations passed during this
research, researchers need to improve this research work as an
improvement by conducting this research paper. This research made
especially for people in Malaysia, especially users of public transport
services. First, this study distributes questionnaires via google forms. It is
due to lack of time during this research. Researchers are looking for other
alternatives to conduct this research. Not only that, the researchers also
get other help to answer the questionnaire through social media such as
twitter, Instagram and even Facebook. Secondly, the last data that was
successfully collected was 130 respondents around the Klang Valley.
Third, due to the hard situations facing Malaysia, the COVID-19 pandemic
which is now contagious. It is a constraint for researchers to collect data
from the scope and population as this study stated. Furthermore, in terms
of time constraints. Researchers have time gaps while doing this research.
It takes 3 months to complete this study.
Based on research conducted by researchers. The results of the

data performed are accurate. To get accurate result data from the
respondents, the result must be unbiased and truthful. The possibility of
bias while answering a question may occur, it is when answering
questions because respondents do not want to disappoint the researcher
and give their best marks for all questionnaires.
6.4 RECOMMENDATION AND FUTURE
There are several recommendations for this study. Firstly, the

suggestions for future researchers should be able to gain more
respondents to participate in this study for data accuracy and reliability
through performing interviews with respective person or management
which will help them providing existing data. Besides that, the future
researcher could extend their sampling frame as in north side of Malaysia.
Since KTMB has huge number of users this could be a way to obtain more
reliable data and information from respondents. Through this the
understanding of passengers could be greater and able to track of any
issues faced by passengers.
Furthermore, the future researchers could use this study as a

references to conduct survey on other type of public transport. Not only
that the upcoming researcher also can adopt and utilize the same
underpinning theory that being use from the previous research when the
researchers’ topic is relatable it will be easier for their progress to carry
out the research. Through this study the researchers can come out with
pre plan to carry out their study. Because a study will face some limitation
such as in time, data collection and other factors.
6.5 CONCLUSION
This study is mainly focused on the determinant the factors of

service quality of women only train. The researchers adopt and use the
‘SERVQUAL’ model as underpinning theory as for this study. The purpose
this study carried out is to examine the relationship between dependent
variable and independent variable. This research able to find the problems
faced by female passengers of KTMB. Through this study the KTMB able to
overcome their weakness in providing services to the users by strengthen
their existing or coming up with new strategy.
The researchers faced difficulties to accomplish this research

entirely perhaps manage to complete it successfully. The researchers
have some recommendations to lessen the limitation. Besides that, the
researchers provided some useful data and information which can be
beneficial for future researchers.
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Shen, W., Xiao, W., & Wang, X. (2016). Passenger satisfaction evaluation
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Stelzer, A., Englert, F., Hörold, S., Mayas, C., 2014. Using customer
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International Conference
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2020, from https://www.thestar.com.my/news/nation/2010/04/28/ktm-to-
introduce-womenonly-coaches-from-today/
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ktmb-tells-people-trespassing-railway-tracks-YM925908
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APPENDIX
A day as a passenger in KTM train.

To study the service quality by
implementing Women-Only Train
Dear respondent,
We are student from School of Technology Management and Logistics (STML), University Utara
Malaysia, Kedah is conducting a research study as partial fulfilment to complete our BPMG3123
Transport Management Seminar course. Please take a few minutes to answer All the survey
questions which consist of two (6) pages. The survey only takes about 10-15 minutes of your time.
Your answers are anonymous and will be kept confidential. Only aggregate data will be presented
or documented, not individual answer. Please return the complete questionnaires once you have
finished answering them. Thank you very much for all your cooperation in this study.
Demographic Background (Latar belakang Demografi)
Gender / Jantina
( )Male
( )Female
Age / Umur
( )18 and below
( )19 – 29
( )30- 39
( )40-49
( )50 and above
Race / Bangsa
( )Malay
( )Chinese
( )Indian
( )Others
Marital status / Status perkahwinan
( )Single
( )Married
Occupation / Pekerjaan
( )Student
( )Self-employed
( )Civil servant
( )Private sector employee
Salary / Gaji
( )Below RM 1500
( )RM 1500-RM 3000
( )RM 3001-RM5000
( )RM 5000 and above
Frequency of utilizing KTMB train / Kekerapan menggunakan kereta api KTMB
( )1-5 times per week
( )1-5 times per month
( )Occasionally
Purpose of utilizing train services (KTMB) / Tujuan menggunakan perkhidmatan kereta api (KTMB)
( )Work
( )Studies
( )Leisure
( )Others
Have you travel with commuter "Women only coach" / Adakah anda pernah
menggunakan gerabak train "Women only coach" (Gerabak train wanita sahaja)
( )Yes
( )No
Comfort
Please indicate your level of agreement with the statements below (Sila nyatakan tahap
persetujan anda dengan pernyataan di bawah)
1. Strongly Disagree (Sangat Tidak Bersetuju)
2. Disagree ( Tidak Bersetuju)
3. Neutral
4. Agree (Bersetuju)
5. Strongly Agree (Sangat Bersetuju)
Comfort Scale (Strongly Sources

disagree to Adopted from
strongly agree)
Scale 1 to 5
I feel the temperature in the train is very comfortable / Wen et al. (2005);
/ Saya merasakan suhu di dalam kereta api sangat Transportation Research
selesa Board (1999))
I feel condition of the train seat facilities and / Wen et al. (2005);
equipment of the train is very good/ Saya berasa Transportation Research
keadan kemudahan tempat duduk kereta api adalah Board (1999))
sangat bagus
The cleanliness of public transport exterior and / Lai and Chen (2011);
interior is very good / Kebersihan luaran dan dalaman Sezhian et al.
pengangkutan awam adalah bagus (2011); Suman
(2007)
I feel safe to travel along with opposite gender / Saya / Eboli and Mazzulla (2007);
berasa selamat untuk menempuh perjalanan dengan Caro and Garcia (2008)
jantina yang berlainan
I think the attitude of opposite gender causes / Eboli and Mazzulla (2007);
uncomfortable to travel / Saya berasa sikap berlainan Caro and Garcia (2008)
jantina menyebabkan perjalanan tidak selesa
Assurance
3. Neutral
Assurance Scale (Strongly Sources

disagree to strongly Adopted From:
agree)
Scale 1 to 5
The behaviours of other passengers causes of Eboli and Mazzulla (2007);
discomfort / Tingkah laku penumpang lain / Caro and Garcia (2008)
menyebabkan saya berasa tidak selesa
I feel safe with the companion of personnel at the / Wen et al. (2005); Sezhian
station / Saya berasa selamat dengan adanya et al. (2011); Caro and
pembantu(pekerja) di stesen Garcia (2008); Suman
(2007); Transportation
Research Board (1999)
Helpfulness of personnel at the station / Pembantu / Wen et al. (2005); Sezhian

(pekerja) di stesen sangat membantu et al. (2011); Caro and
Garcia (2008); Suman
Responsiveness of personnel when counter with / Wen et al. (2005); Sezhian

problems / Tindak balas kakitangan adalah cekap et al. (2011); Caro and
ketika menghadapi masalah Garcia (2008); Suman
I feel KTMB understand passengers needs / Saya / Eboli and Mazzulla (2007);
berasa KTMB memahami keperluan penumpang Caro and Garcia (2008
Tangible
3. Neutral
Tangible Scale (Strongly Sources

disagree to strongly Adopted From
agree)
Scale 1 to 5
Facilities designated for 'Women Only' is sufficient' / / Transportation Research
Kemudahan yang disediakan untuk 'Wanita Sahaja' Board (1999); Lai and Chen
sudah mencukupi ' (2011)
The physically facilities provide by KTMB are visually / Transportation Research

easy to detect / Kemudahan fizikal yand disediakan Board (1999); Lai and Chen
oleh KTMB mudah dikesan dengan mata kasar (2011)
The personnel are visible to seek for help / Pegawai / Wen et al. (2005); Sezhian
sentiasa ada ketika diperlukan pertolongan et al. (2011); Caro and
Garcia (2008); Suman
The facilities and equipment are very helpful for me / Transportation Research
/ Kemudahan dan peralatan sangat membantu saya Board (1999); Lai and Chen
(2011)
KTMB equipment are up-to-date/KTMB / Transportation Research

menggunakan peralatan terkini Board (1999); Lai and Chen
(2011)
Realibility
3. Neutral
Reliability Scale (Strongly Sources

agree)
Scale 1 to 5
I feel the adequacy of " Women-coach" is enough for / Transportation Research
female passengers/ Saya berasa gerabak train Board (1999); Lai and Chen
"Women-coach" mencukupi untuk penumpang (2011)
wanita KTMB
I feel the adequacy of KTMB train is enough for / Transportation Research
passengers / Saya berasa gerabak train mencukupi Board (1999); Lai and Chen
untuk penumpang KTMB (2011)
I feel KTMB train arrived at the destination in a right / Eboli and Mazzulla (2007);
time/ Saya berasa train KTMB menuju ke destinasi Caro and Garcia (2008
pada masa yang ditetapkan
I feel KTMB provide a useful traveling time schedule / Eboli and Mazzulla (2007);
for passenger/ Saya berasa KTMB menyediakan Caro and Garcia (2008)
jadual perjalanan yang berguna kepada penumpang
I feel the waiting time set by KTMB is very / Eboli and Mazzulla (2007);
reasonable/ Saya berasa masa menunggu yang Caro and Garcia (2008)
ditetapkan oleh KTMB adalah sangat wajar
Safety
3. Neutral
Safety Scale (Strongly Sources

agree)
Scale 1 to 5
I feel safe while using KTMB train service/ Saya / Eboli and Mazzulla (2007);
berasa selamat semasa menggunakan Suman (2007);
perkhidmatan kereta api KTMB Transportation Research
Board (1999)
I feel secure from crime while using KTMB train / Lai and Chen (2011); Eboli
service/ Saya berasa selamat daripada sebarang and Mazzulla (2007);
jenayah semasa menggunakan perkhidmatan Suman (2007);
kereta api KTMB Transportation Research
Board (1999)
I feel safe related to the behaviour of other / Transportation Research
passengers while using KTMB train service/ Saya Board (1999)
berasa lebih selamat berkaitan dengan tingkah laku
penumpang lain menggunakan perkhidmatan
kereta api KTMB
I feel secured while waiting for the train at waiting / Eboli and Mazzulla (2007);
area / Saya berasa selamat semasa menunggu Suman (2007);
kereta api di tempat menunggu Transportation Research
Board (1999)
I feel secured while travelling with opposite gender / Transportation Research

in normal 'coach' / Saya berasa selamat ketika Board (1999)
berkongsi satu tren yang sama dengan jantina yang
berlainan
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A192 SESSION 2019/2020

SUPERVISED BY: DR. SUHAILA BINTI ABDUL HANAN

LECTURER NAME : DR. EMY EZURA BT A JALIL

SCHOOL OF TECHNOLOGY MANAGEMENT AND LOGISTICS

Kami yang bertandangan, memperakukan bahawa (We, the undersigned,

1. SUREN S/O POONIAH (250696) _SUREN__

Telah mengemukakan laporan FYP (has presented his/her FYP report)

This project is devoted to my family who has backed me all through

First and foremost, we thank to God because we have been given

Table 3.1: Five point Likert measurement scale

Table 3.2: Demographic Profile

Table 3.3: Comfort

Table 3.4: Assurance

Table 3.5: Tangible

Table 3.6: Reliability

Table 3.7: Safety

Table 4.1: Descriptive analysis of demographic background

Table 4.2: Mean and standard deviation of comfort

Table 4.3: Mean and standard deviation of assurance

Table 4.4: Mean and standard deviation of tangible

Table 4.5: Mean and standard deviation of reliability

Table 4.7: Reliability test of independent variable (Comfort)

Table 4.8: Reliability test of independent variable (Assurance)

Table 4.11: Reliability test of independent variable (Safety)

Table 4.13: ANOVA Analysis of Variable (Assurance)

Table 4.14: ANOVA Analysis of Variable (Tangible)

Table 4.15: ANOVA Analysis of Variable (Reliability)

Table 4.16: ANOVA Analysis of Variable (Safety)

Table 4.18: ANOVA Analysis of Variable (Assurance)

Table 4.19: ANOVA Analysis of Variable (Tangible)

Table 4.20: ANOVA Analysis of Variable (Reliability)

Table 4.21: ANOVA Analysis of Variable (Safety)

The purpose of this paper is to measure the service quality by

Keywords: SERVQUAL, comfortable, reliability, safety, tangible,

3.2 RESEARCH DESIGN 24

4.5.1 COMFORT (FREQUENCY OF UTILIZING KTMB) 53

4.5.2 ASSURANCE (FREQUENCY OF UTILIZING KTMB) 54

4.5.3 TANGIBLE (FREQUENCY OF UTILIZING KTMB) 55

4.5.4 RELIABILITY (FREQUENCY OF UTILIZING KTMB) 56

4.5.5 SAFETY (FREQUENCY OF UTILIZING KTMB) 57

4.5.6 COMFORT (DIFFERENCES IN PURPOSE OF

4.5.7 ASSURACNCE (DIFFERENCES IN PURPOSE OF

4.5.8 TANGIBLE (DIFFERENCES IN PURPOSE OF

4.5.9 RELIABILITY (DIFFERENCES IN PURPOSE OF

4.5.10 ASSURACNCE (DIFFERENCES IN PURPOSE OF

This chapter summarizes a brief introduction of this research study,

1.2 BACKGROUND OF STUDY

Today the world is full of advancement which is interrelating to a

When there is a business running, transportation is fundamental.

Public transportation is one of the major elements which support

Specifically looking into geographical area which is Klang Valley, as

As for our research study, we have chosen KTMB as our targeted

1.3 PROBLEM STATEMENT

This research is conducted to examine the level of service quality by

Women are additionally progressively stressed over utilizing public

People utilize public vehicle in various manners in light of their

Moreover, security and saw societal position assume an intricate

Exact investigations have additionally indicated that the nearness of

Women dread of crime and harassment and its effect on women

As there is high number of female passenger which is about 60% of

According to YouGov Omnibus research finds 54% people choose

RO 1: To explore factors influence the usage of KTMB women-only train.