Stakeholders‟ Expectations and Satisfactions on the Maintenance of Electric Train Service (ETS) Station and Coaches

Ngu, Nicholas Poi Juen (2017) Stakeholders‟ Expectations and Satisfactions on the Maintenance of Electric Train Service (ETS) Station and Coaches. Final Year Project (Bachelor), Tunku Abdul Rahman University College.

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Abstract

This dissertation examines the expectations and satisfaction of stakeholders towards the maintenance of Electric Train Service (ETS) station and coaches in Malaysia. Literature review was structured mainly discussed on maintenance management and background information regarding ETS station and coaches. This fieldwork survey is conducted in the form of structured hand-delivery questionnaire. 30 stakeholders of ETS station of KL Sentral were selected randomly to be the survey respondents and, fortunately, 30 responses were obtained. The survey shows that the expectation of stakeholders towards the maintenance of ETS station and coaches is acceptable and reasonable. The satisfaction level of stakeholders towards the maintenance of facilities of ETS station and coaches is above-average-satisfaction. However, improvements towards to maintenance of facilities in ETS station and coaches should be implemented to enhance stakeholders‟ experience and the reputation of Malaysia‟s ETS. Thus, further study is recommended to extend the survey to investigate the factors that may affect the expectation and satisfaction of stakeholders towards the maintenance of ETS station and coaches.