Ticketing Survey

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.

2.0 SUMMARY

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.

2.0 ABSTRACT

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.

4.0 KEY FINDINGS

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 13^th April 2012 and 27^th 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 18^th 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. 

5.0 APPENDICES

Diagram 1: Pudu Sentral

Diagram 2: Waiting area of Pudu Sentral

Diagram 3: Ticket counter