1.0 ACKNOWLEDGEMENT
My greatest gratitude to Allah
SWT, the grandest and almighty, most gracious and the most merciful for giving
me the chance, and ability to perform this survey report and for all the change,
He has given to me until now.
First and foremost, I would like to thanks to Mr. Por Yew
Guan as a Managing Director and Chong Yean Ching as a Business Development for
their help, time, contribution and effort in providing guidance and
constructive suggestion in performing this survey report and for the
understanding and support they has given.
A greatest thanks to Pudu Sentral owned by UDA MALL that
let me or us to conduct the survey at that place. A special thanks to Mr. Mohd
Rozey Mamat as a Manager Terminal Section to support us and provide a security
to us while conduct the survey. Not forgetting to Hentian Kajang because give
me the permission to conduct the survey at that place.
I would like to show my deepest love and thank you to my
beloved
Parent Mr. Alimuar and Mrs.
Supik. I am grateful to them for their sacrifice, help, support, prayer,
wishes, trust and understanding they have given to me. Thank you for cheer me
up with your love.
I am also would like to thank to Miss Fowziah Shahul
Hameed and Miss Atiyah Abdul Mutallib that helped me to consultation and
completing my survey research. All contributed in special ways through their
knowledge, experience and attention to detail. I thank to each of them for
their unique contribution and also their love to me.
As
is true of the travellers profile, day bus passengers are slightly more likely
to be female than male. The percentage of female is 78% and male 65%. Majority
of bus passengers are 79.2% travel for holiday and hometown. Contrary to the
popular image, older people are less likely to be bus passengers than other age
groups. People aged 50 above make up 3.2% and the aged 18-40 make up 95.2% are
young travellers. The categories of traveller’s occupation using bus services
88.8% are students and employment people. The race of bus passengers 87.2%
refer to Malay and Indian. Most of them are single traveller with the
percentage of 88%. 94% travellers are Malaysian and only 6% of people
non-Malaysian. People that using bus services we can look through their income
categories.
The results shown that 70.4% refer to no income people
because the most travellers are students from college/STPM and university that
given the percentage 77.6%. Around 66.4% of travellers do not have their own
transport. For that reason, most of people use public transport as their medium
vehicles to go anywhere. Referring to the objective research, 64% of travellers
have internet at home. 70.4% bus company that they use to travel is
transnational, KBES and plusliner. There are more likely satisfied with bus
services. They often to travel by every month, 1 year once and others include 2
or 3 month once and 6 month once with the percentage 84.8%.
Based on the objective research for this survey, 97%
of travellers are chosen ticket counter as their medium to purchase bus ticket
and 3% remain for online ticketing. Bus terminal that they most prefer is Pudu
Sentral with the percentage 85.6%. based on the medium that they choose, the
question why people do not use online services to purchase tickets 28.8% said
difficult to use online ticketing because many steps to do such as registering,
payments and etc. 21.6% of people said no need to use online because they
already use counter to purchase. For the other reason, 10.4% do not have credit
card and does not like to use online ticketing. How they travel is 68% of
travellers use public transport like Commuter/LRT, bus and taxi. Before the
date of departure around 95.2% purchase within few hours and within 1 week. For
the people opinion if ticket counter open at their residence place, they said
very convenient and easy to buy because near to their house. The place that
they prefer like shopping mall, 7-eleven and petrol station. For this two
section respectively give the results 95% for their opinion and 80% for the
convenience places. In addition, we also have a results for facilities that
they need inside the bus. 62.4% chosen Wi-Fi and AC power point.
The result for online ticketing firstly, website that
they use to purchase is 50% used www.transnational.com. The reason why they
not choose ticket counter as their medium to purchase because scare ticket will
finish, waste their time and energy, difficult to travel and late because to
queue for a long time. 50% of people have a Smartphone and another 50% doesn’t
have Smartphone. They said using online ticketing is secure. 75% of them have a
credit card and 25% have a debit card. They make a payment using credit card
and another 25% using debit card. 100% from them said yes if RM2.00 convenience
fees charged for online ticketing.
As a conclusion customer satisfaction is the fundamental
to the marketing concept. This research was conducted to know the level
acceptance of online ticketing. Specially, the first objective of this study
was to find why travellers are still using ticket counter as their medium to
purchase ticket. Behavior and needs of customer are key determinant of customer
satisfaction through purchase decision on ticket online or ticket counter. All
variables are supported base on what medium that they choose.
From
this research, there are many reasons why people not using online ticketing to
purchase ticket bus. First of all, to solve this problem we should make them
like and interested to purchase ticket by online. On my suggestion, we can
advertise the website for ticketing online to the public and let them know
about that. Provide with the guideline how to use or register through online
ticketing. This is because the highest percentage is difficult to use online
ticketing.
Nowadays, so many people using
the bus service to travel anywhere whether for the purpose of studying, working, holiday or go to hometown.
In that case, the bus tickets can be purchase through two ways which
are directly purchase to ticket counter and purchase through online.
Main objective for
this research is to study the behavior and needs of customer. What medium that
they choose to buy ticket bus? And why they prefer to medium that their chosen?
Furthermore, the result shown
that many of people choose ticket counter as their medium to buy ticket. The sample used on
this research was 125 respondents have done by answer the question survey.
4.1
INTRODUCTION
Online ticketing
is a way to document the sales process from the customer's travel activities
without having to spend valuable documents physically or paper ticket. All
information on electronic tickets stored digitally in the ticketing buses computer
system. Online ticketing is an opportunity to minimize costs and optimize
passenger comfort. Online ticketing reduces the cost of the online ticketing
form, eliminate paper and increase the flexibility of passengers and travel
agents in making changes in the itinerary. Key aim of this research is to study the
behaviour and needs of customer on ticketing purchase in terms of demographics
such as age, gender, occupation, race, marital status, nationality, purpose to
travel and etc.
4.2 OBJECTIVE RESEARCH
The key objective of this research is to determine the profile of
passengers using the bus services in Malaysia, in terms of the characteristics
of their journeys and demographics. According to the project brief, the
specific objectives are:
1.
To
find why people still using the ticket counter rather than online ticketing.
2.
To
find which the best place to open the ticket counter.
3.
To
understand the customer satisfaction.
4.3 METHODOLOGY
The survey sample should
be 200 respondents but only 125 respondents willing to answer this survey
question. The method that we use when conduct the survey is:
1. One-to-one
survey,
2. Proceed by using telephone call
3. Do
survey by online on facebook.
4.4 RESEARCH PLACE
On this research, we
have chosen the two places to conduct our survey research. First place that we
choose is Pudu Sentral. We already sent a permission letter to UDA MALL SDN.
BHD. owner of Pudu Sentral before continue with our survey. This survey
was conducted in two days on 13th April
2012 and 27th April
2012 (Friday). On that day, our survey is conducted with a protection by
security of UDA MALL Mr. Saleh. Second places that we choose are Hentian
Kajang. The survey was conducted in one day on 18th April 2012 (Wednesday). We conduct the
survey at that place without sent any permission letter to the management of
Hentian Kajang. Here, we briefly explain the background of Pudu Sentral.
4.4.1BACKGROUND OF PUDU
SENTRAL
Again Pudu Raya was
closed for upgrading work beginning March 2010. After several postponements,
the bus terminal finally re-opened on 16th April 2011. It received a
well-deserved major makeover, after having been in existence for 34 years. An
expanded waiting area (across three floors) with 1,200 seats and plush
carpeting was put in place, among other things.
Passengers go down to the boarding platforms via 22 new gates (tunnelled stair-well) on the ground floor. The waiting area, ticketing counters, retail outlets and food court are now fully air-conditioned (and fume-free). There are adequate electronic departure/arrival status screens to keep passengers posted on schedule and timings.
Currently, there is no clear labelling at the ticketing counters nor is there any (easily) available information on the bus companies and their destinations. With so many ticket counters, it can be very confusing for the first-timer. Most of the shops and the food court are not operational at the time of writing. Several drink and snack kiosks are already up and running, though.
There are two information counters and a Pondok Polis on the ground floor. The Genting Highlands taxi stand is still there on the first level of the car park. Resort World’s coach to Genting Highlands and Star Shuttle bus to LCCT airport operate from Puduraya as well. Parking rate for the multi-level car park is RM 3 for the first hour and RM 2 for every subsequent hour. Grace period is 15 minutes.
4.5 RESULTS QUESTIONNAIRE
4.5.1 DEMOGRAPHIC PROFILE
Here is the graph which
has been plotted by the data that get from the survey of the online ticketing
acceptance level.
1.
Diagram
1
The above diagram shows the main
purpose of the travelling,
which are 66 people is travel for holiday (52.8%), 33 people are travel to
hometown (26.4%), 19 people are travel to working (15.2%) and 7 people are
travel for studying (5.6%). As results, 79.2% travel for holiday and
hometown.
2.
Diagram 2
Based on the diagram 2 shows that the traveller gender
from 200 questionnaires which be sample in this research found the
majority traveller are female, 98 (78%) female and just 27 (22%)
male traveller.
3.
Diagram 3
The third question in the questionnaire was about the age
of the traveller. For this question I got information that the highest
frequency of age is related to the age group > 18 – 24 where they are 90 (72%)
of traveller and the lowest frequency of age is related to the age groups 41-49
with 2 (1.6%) people. This means all the
travellers in period age from 18 to 40 is 95.2% are young travellers.
4.
Diagram
4
The above diagram show that the occupation of the people that travel with 81 (64%) traveller is
student, 30 (24%) is employment, 12 (9.6%) is others (Kursus Welding, Pembantu
rumah, retired, housewife & unemployment), and 2
(1.6%) are
professionals.
As results, 88.8% are student and employment.
5.
Diagram 5
The above diagram shows the race
of traveller that travel by bus which is 87 (69.6%) is Malay, 22
(17.6%) is Indian, 10 (8%) for others which is Myanmar, Indonesian and Orang
Asli. The lowest percentage with 4 (3.2%) are Chinese. 87.2% traveller refer
to Malay and Indian.
6.
Diagram 6
The above diagram shows the marital
status for traveller which are 110 (88%) of the people that travel is
single, 15 (12%) people are married and 0 divorce. As results, 88% traveller
is single.
7.
Diagram 7
The above diagram shows the nationality
of people that travel, which is 117 (94%) of people are Malaysian and only
8 (6%) of the people are non-Malaysian. This non-Malaysian refer to
Myanmar and Indonesian. The highest of the people that travel using bus are
Malaysian with 94%.
8.
Diagram 8
The above diagram show that the income
of the people that travel using bus, which are 88 (70.4%) no income, 20
(16%) people income between RM 1000-RM 2000, 13 (10.4%) people below RM1000,
and only 4 (3.2%) people income between RM3000-RM4000. The highest income
categories are no income with 70.4%. This is because most travellers are
student.
9.
Diagram
9
Based on the
diagram 9 level of education, most of the traveller are college/STPM and
university students, where 97 (77.6%), 15 (12%) traveller are SPM, 8 (6.4%) are
primary school and other travellers 5 (4%) refer to does not have education
level.
10.
Diagram
10
The above diagram shows the ownership transport that
traveller have or not. The highest frequency is 83 (66.4%) which are no
transport, 24 (19.2%) people has motorcycle, 18 (14.4%) people have cars.
11.
Diagram
11
The above diagram shows how many of them have internet at
home, 80 (64%) people has internet at home and 45 (36%) people do not have
internet at home. The most of the
traveller has internet at home.
12.
Diagram
12
The above diagram shows the type of buses that people prefer to
travel. 88 (70.4%) of people prefer to Transnational, KBES and Plus liner. 4
(3.2%) of people choose Mara Liner, and only 1 (0.8%) people choose Nice Express.
For 32 (25.6%) people choose another buses which is Sabak Bernam Express, Edaran Express, Unity Express, Alisan Golden Coach, Arwana, Airobus
Express, Intercity Express, Sani Express, and so on.
13.
Diagram
13
The above diagram shows how often people travel using buses.
For 106 (84.8%) of travellers most likely travel by every month, 1 year once
and others (2 or 3 month and 6 month once). Only 13 (10.4%) like to travel
twice a week and 6 (4.8%) for weekly.
14.
Diagram
14
The above diagram shows the medium that people choose
to buy bus ticket. Only 4 people with the percentage 3% prefer online ticketing
and for 121 with the highest percentage 97% prefer ticket counter. The highest medium that people prefer is
ticket counter.
15.
Diagram 16
The above diagram shows the bus terminal that people prefer as their
destination to take bus. 107 (85.6%) people prefer Pudu sentral, 7 (5.6%)
people prefer to Hentian Kajang, 4 (3.2%) prefer to Klang, 3 (2.4%) prefer to
Terminal Bersepadu Selatan (TBS), 2 (1.6%) people prefer Terminal One Seremban,
1 (0.8%) people prefer Terminal Jalan Duta, and only 1 (0.8%) people prefer
Terminal Pekeliling. The highest ranking
of terminal that people choose is Pudu Sentral.
4.5.2 TICKET
COUNTER
16.
Diagram
17
The above diagram shows the reason why people not using online
ticketing to buy bus ticket. 36 (28.8%) of people said difficult to use
online ticketing. This is because a lot of procedure and step on online
ticketing. 27 (21.6%) people said no need to use online because they already
used ticket counter. 13 (10.4%) of people said does not like to use online
ticketing and does not have credit card. 11 (8.8%) people said they don’t trust
online ticketing. This reason because sometimes personal details of account
holder can be heck by people who are not responsible to it. 9 (7.2%) people
also said that they do not hear about online ticketing and internet connection
slow. There are only 4 (3.2%) people do not have internet at home or don’t have
cyber cafe near the housing area. 2 (1.6%) of people don’t know the website if
they want to use online ticketing. For the lowest reason is they does not know
about the online ticketing. Only 1 (0.8%) people give this reason.
17.
Diagram
18
The above diagram shows how
people going to buy ticket. 85 (68%) of people used bus, LRT/KTM and public
transport as their vehicle, 22 (17.6%) people used their own car, 9 (7.2%)
people used motorcycle, 5 (4%) people used taxi, and 4 (3.2%) people walking.
18.
Diagram
19
The above diagram shows the
date before departure. There are 81 (64.8%) people buy the ticket
within few hours, 38 (30.4%) people within 1 week, 4 (3.2%) people within 1
month and only 2 (1.6%) people buy ticket over 2 month. Most of them like to buy bus ticket within few hours.
19.
Diagram
20
The above diagram shows the
opinion
of people if ticket counters open at their residence place. Most
of them said very convenient because easier for them to buy ticket bus and near
from their house.
20.
Diagram
21
The above diagram shows the
convenience place to open the ticket counter. There are 61 (48%) people
choose shopping mall as their convenience place, 26 (20.8%) people choose
7-eleven, 14 (11.2%) people choose petrol station, 12 people choose others (LRT
& ticket counter only), 8 people choose post office and only 5 (4%) people choose hotel.
21.
Diagram
22
The above diagram shows facilities
that they need inside the bus. There are 50 (40%) people
choose the Wi-fi, 28 (22.4%) people choose AC power point, 22 (17.6%) people
choose others (select all the facilities that given on the questionnaire,
massage coach, food services, implement Blue Ice and anything), 14 (11.2%) people choose Personal Entertainment System
and 11 (8.8%) people choose CCTV inside the bus. Most people choose Wi-Fi as their facilities need.
4.5.3 ONLINE TICKETING
22.
Diagram
23
The above diagram shows the
website that the people used to buy ticket. There are 2 (50%) people
choose transnational website. 1 (25%) people choose plus liner website and
another 1 (25%) choose KBES website.
23.
Diagram 24
The above diagram shows the
reason why people prefer online ticketing. There are 4 different
reasons for every 4 people that choose online ticketing. First, scared ticket
will finish if buying ticket through counter. Second, waste their time and
energy. Third, it is difficult to travel and very late to queue line.
24.
Diagram 25
The above diagram shows the
ownership of Smartphone. 2 (50%) people have Smartphone and 2 (50%) people
don’t have Smartphone.
25.
Diagram
26
The above diagram shows using
online ticketing is secure or not. Most of travellers that chosen
online ticketing as their medium to buying ticket said online ticketing are
secure.
26.
Diagram 27
The above diagram shows how
many travellers have a credit card/debit
card/bank card. Base on this result, 3 (75%) have a credit card and only 1
(25%) have a debit card.
27.
Diagram 28
The above diagram shows how people make a payment when they buy
ticket. 3 (75%) of them make a payment by credit card. Only 1 (25%)
people used debit card to make a payment. Without a credit card or debit card,
we cannot buy the bus ticket by online.
28.
Diagram
29
The above diagram shows convenience
or not if RM2.00 fees charged for online ticketing. Most of them
said yes if RM2.00 charged for online ticketing services.
4.5.4 STAYING
LOCATION
Diagram 30
4.5.5 TRAVELLERS DESTINATION
Diagram
31
4.6 CONCLUSIONS
Broadly speaking, most of people like
to use ticket counter rather than online ticketing. This is actually giving
them a satisfaction through their medium purchase. Here, we briefly explain
what the customer satisfaction means. Customer satisfaction is one of the most
important issue concerning business organization of all types, which is justify
by the customer oriented philosophy and the principles of continues improvement
in modern enterprise. According to the results and also through my view, people
scared to try the new thing for their life.
4.7 RECOMMENDATIONS
For future
researchers can focus on following suggestion. First, widen the coverage of
present survey report to include most travellers do not know which website can
their use to purchase ticket online. For this problem, we can advertise the
website for online ticketing. The
travellers like to use the bus services more often other than their own
transport. On the average, resident’s area of travellers is too far from
terminal buses. In that case, we can open the ticket counter or hire an agent
at chosen places like Bangi and Beranang.
Diagram 1: Pudu Sentral
Diagram 2: Waiting area of Pudu Sentral
Diagram 3: Ticket counter
