Penalty-rewards contrast analysis (PRCA) on the KL monorail services

Nora Muda, Nur Riza Mohd. Suradi, Noor Sulawati Mat Roji

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Changes in living standards, tastes, views and education has changed the lifestyles where people are more emphasizing on quality and satisfaction with public amenities provided. One of the services provided is the KL Monorail; a public transport service which is based on a single beam track in the city that connects the north and center of Kuala Lumpur. Therefore, this study measures the customer satisfaction on the KL Monorail services and to identify the factors that should be given priority in improving their service levels. There were seven attributes being studied, namely the informations, the situation at the station, the situation in the KL Monorail, customer service, safety, efficiency and other aspects. The analysis found that the overall customer satisfactionis mean is 4.86. Based on the measurement of Penalty-Reward Contrast Analysis (PRCA), most of the KL Monorail service attribute are at moderate level of satisfaction except for the attributes at the station that have lower level of satisfaction. Therefore, a remedial actions or planning is needed to improve the customer satisfaction on the KL Monorail services.

Original languageEnglish
Title of host publicationAIP Conference Proceedings
Pages1477-1482
Number of pages6
Volume1522
DOIs
Publication statusPublished - 2013
Event20th National Symposium on Mathematical Sciences - Research in Mathematical Sciences: A Catalyst for Creativity and Innovation, SKSM 2012 - Putrajaya
Duration: 18 Dec 201220 Dec 2012

Other

Other20th National Symposium on Mathematical Sciences - Research in Mathematical Sciences: A Catalyst for Creativity and Innovation, SKSM 2012
CityPutrajaya
Period18/12/1220/12/12

Fingerprint

penalties
stations
taste
planning
safety
education

Keywords

  • KL Monorail
  • PRCA
  • Services

ASJC Scopus subject areas

  • Physics and Astronomy(all)

Cite this

Muda, N., Mohd. Suradi, N. R., & Mat Roji, N. S. (2013). Penalty-rewards contrast analysis (PRCA) on the KL monorail services. In AIP Conference Proceedings (Vol. 1522, pp. 1477-1482) https://doi.org/10.1063/1.4801303

Penalty-rewards contrast analysis (PRCA) on the KL monorail services. / Muda, Nora; Mohd. Suradi, Nur Riza; Mat Roji, Noor Sulawati.

AIP Conference Proceedings. Vol. 1522 2013. p. 1477-1482.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Muda, N, Mohd. Suradi, NR & Mat Roji, NS 2013, Penalty-rewards contrast analysis (PRCA) on the KL monorail services. in AIP Conference Proceedings. vol. 1522, pp. 1477-1482, 20th National Symposium on Mathematical Sciences - Research in Mathematical Sciences: A Catalyst for Creativity and Innovation, SKSM 2012, Putrajaya, 18/12/12. https://doi.org/10.1063/1.4801303
Muda, Nora ; Mohd. Suradi, Nur Riza ; Mat Roji, Noor Sulawati. / Penalty-rewards contrast analysis (PRCA) on the KL monorail services. AIP Conference Proceedings. Vol. 1522 2013. pp. 1477-1482
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