Logeswaran+&+Hisyammuddin

Dear Loges and Mr. Hishammuddin, Your feedback on your questionnaire has been uploaded.

~Siti, 31 July 2010

The level of satisfaction among working adult students who boarded the Light Rail Transit in Kuala Lumpur.
 * Chapter 1 **
 * Title **


 * 1.1 Background of the problem**

Public Transport in Kuala Lumpur cover a variety of transport modes such as bus, rail and taxi. Among all Public Transport modes Light Rail Transit (LRT) is the most frequently used in Kuala Lumpur. Light Rail Transit that consist Ampang Line, Kelana Jaya Line and also monorail. The main reason of its usage is it connects major part of Klang Valley.Syarikat Prasana Negara Berhad(SPNB) owns LRT and it is operated by Rapid KL. When the Ampang and Kelana Jaya lines constructed its was initially operated by different owners; Sistem Transit AliranRinganSdn. Bhd. For Ampang Line danProjekUsahasama Transit RinganAutomatik for the Kelana Jaya Line. Starting from 2004, the operation of both LRT lines were transferred to RapidKL under the second phase of the restructuring process of Kuala Lumpur’s public transportation network.

However a lot of complaints from commuters keep on rising every year on the LRT services (National Consumer Complaint Centre, 2010). Feedback from commuters showed that they are upset with RapidKl LRT operators for not ensuring the air-conditioning in the trains are in tip-top conditions. because of this problem all the commuters had to suffer heat and lack of oxygen (Malay mail 2010). Apart from this, frequent delay on LRT services makes commuters wasting their time at station and not punctual to work. Card counter frequent breakdown and poor customer services are also some of the complaints from commuters where by the customer service officers are lack of information about the LRT services if anything goes wrong. In addition, commuters also complaining about the facilities in LRT station like example numbers parking lot not enough and the parking rate charges are high. **1.2 Problem Statement ** ﻿According to the National Consumer Complaint Centre (2010) the complaints on Light Rail Transit Services keep on rising, with an average 10 cases a day and the level of satisfaction among users are decreasing.

** 1.3 ** ﻿ **‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Objective of the Research‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍ ** This study aims to find the level of satisfaction of using LRT among working adult students.

**1.4 Research Question ** 1. What are the problems commuters faced when using the LRT in Kuala Lumpur? ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍2. W ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍hat is the level of satisfaction of commuters using the LRT in Kuala Lumpur? ?

**1.5 Significance of the Study ** This study is to get feedback from commuters about the level of satisfaction in using LRT services. With the feedback, recommendation can be made to RapidKL to improve and monitor the quality of LRT services in Kuala Lumpur.

The scope of our research is to ge feedback from commuters about the LRT services in Kuala Lumpur and from the feedback obtained later, we would like to identify the effectiveness of LRT services in Kuala Lumpur
 * 1.6 Scope**

**1.7 Methodology Data Collection ** <span style="font-family: 'Arial','sans-serif'; font-size: 13px;">Questionnaire <span style="font-family: 'Arial','sans-serif'; font-size: 13px;">Observation

**CHAPTER 2.0 LITERATURE REVIEW**
 * Chapter 2**

**2.1 History of LRTconstuction in Kuala Lumpur**

In 1990, Taylor Woodrow and Adtranz formed a Consortium to promote the project. Led by Taylor Woodrow a British Company, the Consortium developed the system through to an operational concept and formed the operating company, Ampang Line (STAR). In December 1992, the Malaysian government signed a 30-year franchise, authorizing STAR to build, own and operate the system. The 27 km route begins with Phase 1, linking the central business district with the eastern suburbs. Much of the line follows the route of abandoned State Railway corridors, rising onto an elevated viaduct as it enters the city centre. Phase 2 consists of a southern link to Commonwealth Games Village and a northern extension of the city centre viaduct. Journey times from the outer suburbs to the city centre take less than twenty minutes and no traffic, except that in view through the window.

The cost of construction was privately financed through a Build, Own and Operate concession and consisted of 24%equity, 60% commercial loans and 16% government loans. Malaysian companies represent 55% of the investors, with the remainder made up of international companies including a 30% share held by the Consortium. Taylor Woodrow undertook all building and civil construction, including trackworks. Adtranz undertook all electro-mechanical works and the supply of rolling stock. The system design concept and route layout were devised by Taylor Woodrow during the promotional phase, and developed during the detailed design and construction period. The LRT is a blend of modern, efficient rail network with local architectural and cultural influences. Exciting station designs, a high standard of architectural finish and extensive tropical landscaping provide a striking backdrop for passengers.

The construction of the project was implemented under two overlapping design and construct contracts of 34 and 40 months. Over 100 major works package subcontracts were let over the course of the project. At the peak of construction, Taylor Woodrow employed over 600 workers and 180 management and administrative staff, along with a subcontract labor force of 1500. The company employed many innovative techniques, and in keeping with local tradition achieved several 'firsts' for construction in Malaysia. The use of glued segmental viaducts for much of the elevated section was one of the most successful aspects. These segments were erected by a 101 meter long overhead launching gantry which operated independently of the ground and has become a familiar sight when driving around KL. This technique minimized disruption to traffic flow and allowed construction over mixed terrain, including existing railway lines, rivers and areas with restricted access at ground level. Another unique structure was the East West Link crossing a push launched steel truss bridge with spans of 94m and 102m, constructed over a six lane highway with minimal interruption to traffic flow below.

The system underwent a period of intense testing and trial running and a full complement of staff was recruited and trained before being handed over to STAR ahead of schedule. The LRT formed the main public transport link during the Commonwealth Games, carrying 70% of all visitors to the stadia, and proved an early test with successful results.
 * 2.2 STAR LRT (The Ampang Line)**

Phase I and II network of STAR-LRT line launched on July 1998, br our fourth Prime Minister Tun Dr. Mahathir bin Mohamad at Bukit Jalil LRT Station, which was built by Sistem Transit AliranRinggan (STAR) in Kuala Lumpur. The STAR-LRT phase I began in 1993 and was completed in December 1995. It covers 13 station and total length of 12 km. from the total 12km, 9.5km is at ground level and the remaining 2.5km is elevated approximately 5m above the city streets. The STAR-LRT trains, with a 792 passenger capacity, can ferry 16000 passengers per hour in each direction. On the first year of its operation that is by Jan 1997 one million commuters had paid to ride on the LRT and two millionth passenger used the LRT on July 1997. STAR-LRT Phase II is a total 15km track with 12 stations was built. The stations that opened in July 1998 include ChanSow Lin, Cheras, Salak Selatan, Bandar TunRazak, Tasik Selatan, Sungai Besi, Bukit Jalil, and Seri Petaling and other four station which is PWTC, Titiwangsa, Sentul and Sentul Timur began operation end of 1998. **2.3 PUTRA-LRT (KELANA JAYA LINE)** The PUTRA-LRT network has 24 station and its total length is 29km. The system provide commuters between the city eastern and western suburbs (Gombak) with a fast, efficient east-west route bypassing some of the most congested roads in Kuala Lumpur. PUTRA-LRT is the longest fully-automated driverless metro system in the world. The first phase of PUTRA-LRT is consist of elevated single-track bridge stations and the second phase consist of five underground stations which are Masjid Jamek, Dang Wangi, Kg Baru, KLCC and Ampang Park. The underground tunnel of PUTRA-LRT which are about 12m to 20 m in depth are designed with emergency evacuation shafts and ventilation system that serve to draw smoke away in case of an underground fire. PUTRA-LRT operates with 35 two-car fully air-conditioned units traveling at an average of 40 kmph. The initial capacity is 10,000 passengers per hour and now the capacity is 30,000 passengers. <span style="font-family: 'Times New Roman','serif'; font-size: 16px; line-height: 200%;">This section discusses the methodology of the research. The main purpose of the research is to investigate the level satisfaction among working adult students using Light Rail Transit in Kuala Lumpur among UTMSpace student. Data for the research were collected through questionnaire.
 * __<span style="font-family: 'Times New Roman','serif'; font-size: 16px; line-height: 115%;">CHAPTER 3 __**
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px; line-height: 115%;">RESEARH METHODOLOGY **
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px; line-height: 115%;">3.1 Introduction **

<span style="font-family: 'Times New Roman','serif'; font-size: 16px; line-height: 200%;">This research utilized both the quantitative methodology. The instruments used to collect the data were questionnaire. A set questionnaire containing 5 question and subquestion. Different question-types, such as scale questions and category used in the questionnaire. <span style="font-family: 'Times New Roman','serif'; font-size: 16px; line-height: 200%;">The respondent of study were working adult student from different course at UTMSpace student and also commuters at Masjid Jamek Station. A total 20 set questionnaire will be distribute to the UTMSpace student and commuters in masjid jamek station.
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px; line-height: 115%;">3.2 Research Instrument **
 * <span style="font-family: 'Times New Roman','serif'; font-size: 16px; line-height: 115%;">3.3 Respondent Of Study **

<span style="font-family: 'Arial','sans-serif'; font-size: 13px;">The use of Light Rail Transit (LRT) among working adult's‍‍ in Kuala Lumpur
 * Proposal**
 * <span style="font-family: 'Arial','sans-serif'; font-size: 13px;">Title **

<span style="font-family: 'Arial','sans-serif'; font-size: 13px;">**<span style="font-family: 'Arial','sans-serif';">Background of the Problem ** You should be looking into literature like these: [|An Overview of Urban Transport in Malaysia]

<range type="comment" id="42826">‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Nowdays people, mainly working adults, use the Light Rail Transit (LRT) system as their main transport in Kuala Lumpur. They choose to use LRT because of a hike in petrol price, traffic jams in Kuala Lumpur (KL), parking rate in KL are high where it is calculated by hours, th fclities of LRT near by office, the efficiency of LRT services, LRT routes and cost saving. Despite of all this the amount of LRT user are increasing. ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍

<span style="font-family: 'Arial','sans-serif'; font-size: 13px;">**<span style="font-family: 'Arial','sans-serif';">Problem Statement ** <span style="font-family: 'Arial','sans-serif'; font-size: 13px;">1. <range type="comment" id="124064">‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Lack of services in LRT system ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍. [|�3�http://www.myrapid.com.my/news-events/media-releases/2011/service-delay-kelana-jaya-line] []

<span style="font-family: 'Arial','sans-serif'; font-size: 13px;">**<span style="font-family: 'Arial','sans-serif';">‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Objective of the Research‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍ ** This study aims to find the level of satisfaction of using LRT among working adults.

<span style="font-family: 'Arial','sans-serif'; font-size: 13px;">**<span style="font-family: 'Arial','sans-serif';">Research Question ** 1. ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍W‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍hat is the level of satisfaction ? 2. What are the problem they facing when using LRT?

<span style="font-family: 'Arial','sans-serif'; font-size: 13px;">**<span style="font-family: 'Arial','sans-serif';">Significant of the Study ** <span style="font-family: 'Arial','sans-serif'; font-size: 13px;">1. Finding will help us get the overview of LRT Services in Kuala Lumpur. 2. The study also will promote UTM SPACE student's to use LRT as their transportation to work.


 * Scope**
 * 1**. Respondance LRT users in Masjid Jamek LRT Station.

<span style="font-family: 'Arial','sans-serif'; font-size: 13px;">**<span style="font-family: 'Arial','sans-serif';">Methodology Data Collection ** <span style="font-family: 'Arial','sans-serif'; font-size: 13px;">Questionnaire <span style="font-family: 'Arial','sans-serif'; font-size: 13px;">Observation

<span style="font-family: 'Arial','sans-serif'; font-size: 13px;">Article [] [] http://www.rapidkl.com.my

1.How often do you take LRT? a. Daily b. Sometimes 2.Is it convenience for you to reach LRT station? a. convenient b. Inconvenient 3.How satisfied are you with the facilities (parking space, protected, etc) at LRT station? a. Satisfactory b. Insatisfactory 4.Are you on time arrival at office when used LRT services? a. Yes b. No 5.Do you want to keep the existing LRT service? a. Yes b. No 6.Are you satisfied the frequency of trains ? a. Yes b. No

These are useful questionnaire questions. Please keep them in view. You do not have to include them in your proposal.