english assignmentan evaluation report on the effectiveness of the services rendered by ipoh railway...

7/31/2019 English AssignmentAN EVALUATION REPORT ON THE EFFECTIVENESS OF THE SERVICES RENDERED BY IPOH RAILW

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AN EVALUATION REPORT ON THE EFFECTIVENESS

OF THE SERVICES RENDERED BY IPOH RAILWAY

STATION AT QUEST INTERNATIONAL UNIVERSITY

PERAK

Prepared for:

Mr.MurugesanManickam

Lecturer: UNI 1101 English 1

Programme : Bachelor of Business Administration(BBA)

Faculty of Business, Management and Social

Sciences

Prepared by :

Lim Pei Shan (Joanne) (BBA00090)

AnusuyaD/O Palaniappan

(BBA00065)

Malathi D/O SundraSaigaran (BBA00069)


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16 January 2012


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Table of ContentsAcknowledgement.................................................................................................................................1

Executive Summary...............................................................................................................................2

Introduction...........................................................................................................................................2

Background............................................................................................................................................3

Scope.....................................................................................................................................................4

Sources of information and methodology used......................................................................................5

Analysis / Findings................................................................................................................................6

Conclusion...........................................................................................................................................18


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Acknowledgement

First and foremost, we would like to take this opportunity to thank our lecturer, Mr. M.

Murugesan who provided us with very valuable information and guidelines to help us in order

to complete this report. He was always willing to help us whenever we approached him for his

assistance too.

Next, we would like to say thank you to all our respondents who give full commitment

and cooperation to answer the questionnaire. We also wish to express our appreciation to our

friends who gave ideas and assisted us in finishing this report.

Last but not least, we would like to thank other parties who directly or indirectly helped

us to complete our report.

The evaluation report would be a successful report as the full commitments contributed

by the group members.

Thank you!


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Executive Summary

The purpose of this report is to evaluate the effectiveness of the services rendered by

Ipoh railway station.

The data used in this report were gathered from the questionnaires responded by 30

students in the Quest International University Perak. Besides, we have done an observation to

collect the information which is related to our evaluation area.

The scope of areas evaluated were the facilities, customer services and the cleanliness

in railway station.

The findings show that 58.3% of the respondents are not satisfied with the facilities

provided by the Ipoh railway station. However, for the customer services in Ipoh railway

station, 71.6% of the respondents are satisfied and only 60% of the respondents are not

satisfied. 51.6% of the respondents are not sure about the cleanliness of Ipoh railway station.

The conclusion is Ipoh railway station had done a good job in the scope of customer

services

Introduction

1.1 Problem statement

This report evaluates the problems of customer services, facilities and cleanliness in the



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1.2 Purpose statement

The purpose of this report is to evaluate the effectiveness of the services rendered by


1.3 Authorization

This report was requested by Mr. M. Murugesan A/L Manickam, the lecturer of

Bachelor of Business Administration (Hons) in Quest International University Perak.

This report is to be submitted on 16 th January, 2012.

Background

1.4 Background information of service, product or

situation

Ipoh railway station was initially used as a hospital before 1900s. The

completion in 1917 was delayed three years by the shortage of materials and high costs

during World War 1, the station with its Moorish architecture ranks second in terms

of elegance after Kuala Lumpurs landmark station. As part of KTM's double tracking

and electrification project between Ipoh and Rawang, the Ipoh station was significant

renovated over the course of the 2000s. Prominently, the platform area was completely

rebuilt and modernized to level the platforms' height with entrances to train carriages

as well as accommodate the newly laid double track and overhead lines. The overhaul

was completed in October 2007, three months before the conclusion of railway

electrification between Ipoh and Rawang.
http://en.wikipedia.org/wiki/Railway_electrification_in_Malaysiahttp://en.wikipedia.org/wiki/Railway_electrification_in_Malaysiahttp://en.wikipedia.org/wiki/Rawang,_Selangorhttp://en.wikipedia.org/wiki/Railway_electrification_in_Malaysiahttp://en.wikipedia.org/wiki/Railway_electrification_in_Malaysiahttp://en.wikipedia.org/wiki/Rawang,_Selangor


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1.5 Current situation of the service, product or

situation

Today, there are few trains are operating at the station. The types are KTM Intercity and

Electric Train System (ETS). KTM Intercity travels within the main cities from Penang

to Johor. ETS travels from Ipoh to Seremban.

Scope

1.6 Scope statement

The purpose of collecting the information is to evaluate the effectiveness of the services

rendered by Ipoh railway station. The areas will be evaluated are the facilities, customer

services and cleanliness in Ipoh railway station.

1.6.1 Facilities in Ipoh railway station

In this area, we will evaluate the waiting area, parking lots and facilities for

disable people.

1.6.2 Customer services in Ipoh railway station

To evaluate the services provided by the staff at the counters and the duration

for ticket purchasing. Besides, we want to determine whether the trains are

punctual.

1.6.3 Cleanliness in Ipoh railway station

The cleanliness of the waiting area and toilets will be evaluated in this area. We

will evaluate the hygiene of food too.


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1.7 Criteria used for selection of Areas

Facilities are important to make people comfortable while they are waiting for the

trains. Customer services are a key of strategy to attract customers. Good service

regardless at the counter would effective in maintaining customers satisfaction towards

the organization. The cleanliness is important for the customers health.

Sources of information and methodology used

We used both of primary sources and secondary sources to collect the information and

completing this report.

1.8 Primary sources

1.8.1 Questionnaire survey

Questionnaire will be distributed to survey the services provided by the Ipoh

railway station. 30 questionnaires were distributed randomly to the students of

Quest International University Perak. The questionnaire comprised closed

question.

1.8.2 Observation

We had made an observation on the area we need to evaluate. We have also

taken some pictures for reference. Please refer to appendix.

1.9 Secondary materials

1.9.1 Electronic media

1.9.1.1 Internet

Information was also obtained from electronic media such as internet. A

lot of essential information regarding the Ipoh railway station was found

by using the sources of information.


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Analysis / Findings

1.10 Analysis on personal details

1.10.1 Gender of Respondents

According to this chart, there are 17 males and 13 females among the entire 30

respondent, which mean the percentage of male and female respondent are

56.7% and 43.3% respectively.

Gender Persons Percentage

Male 17 56.7

Female 13 43.3

Total 30 100

Gender of Respondents


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56.70%43.30% Male

Female


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4.4.2 Race of Respondents

According to this chart, there are 3 Malays (10%), 8 Chinese (27%), 18 Indians

(60%) and 1 other race (3.33%).

Race Persons Percentage

Malay 3 10

Chinese 8 27

Indians 18 60

Other 1 3

Total 30 100

Race of Respondents

10%

60%

27%

3%

0%

10%

20%

30%

40%

50%

60%

70%

Malay Indian Chinese Other


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1.11 Analysis on facilities

1.11.1 Waiting area

According to this chart, there are 14 people (46.7%) who said yes that the

waiting area is comfortable, 11 people (36.7%) who said no, and 5 people

(16.7%) who were not sure.

Category Persons Percentage

Yes 14 46.7No 8 36.7

Not sure 18 16.7

Total 30 100

Figure 1.1: Do you think the waiting area is comfortable?

36.70%

16.60%

46.70%

Yes

No

Not sure


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1.11.2 Parking lots

According to the chart, 12 people (40%) said yes that there are enough parking

lots, 14 people (46.7%) said no, and 4 people (13.3%) were not sure.


Yes 12 40

No 14 46.7

Not sure 4 13.3

Total 30 100

Figure 1.2: Do you think there are enough parking lots?

46.70%

13.30%

40% Yes

No

Not sure


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1.11.3 Facilities for disabled people

According to the chart, 6 people (20%) said yes that there are enough facilities

for disabled people, 13 people (43.3%) said no, and 11 people (36.7%) said not

sure.


Yes 6 420

No 13 43.3

Not sure 11 36.7

Total 30 100

Figure 1.3: Do you think there are enough facilities for disabled people?

36.70%20%

43.30%

Yes

NoNot sure


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1.12 Analysis on customer services

1.12.1 Services provided by the staff at the counter

According to the chart, 17 people (56.7%) said yes, 8 people (26.7%), and 5

people (16.7%) were not sure.


Yes 17 56.7

No 8 26.7

Not sure 5 16.7Total 30 100

Figure 2.1: Are you satisfied with the services provided by the staffs at the

counters?

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

Yes

No

Not sure


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1.12.2 Duration for purchasing tickets

According to the chart, 13 people (43.3%) said yes, 14 people (46.7%) said no,

and 3 people (10%) were not sure.


Yes 13 43.3

No 14 46.7

Not sure 3 10

Total 30 100

Figure 2.2: Do you have to queue up for a long time to buy your tickets at

the counters?

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00% 45.00% 50.00%

Yes

No

Not sure


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4.6.3 Train punctuality

According to the chart 13 people (43.3%) said yes, 14 people (46.7%) said no,

and 3 people (10%) were not sure.


Yes 13 43.3

No 14 46.7

Not sure 3 10

Total 30 100

Figure 2.2: Do you think the trains are punctual?

0.00% 10.00% 20.00% 30.00% 40.00% 50.00%

Yes

No

Not sure


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1.13 Analysis on cleanliness

1.13.1 Toilet

According to the chart, there are 5 people (16.7%) who answered yes, 16 people

(53.3%) answered no, and 9 people (30%) were not sure.


Yes 5 16.7

No 16 53.3

Not sure 9 30

Total 30 100

Figure 3.1: Do you think that the toilets are clean?

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Yes No Not sure


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1.13.2 Waiting area

According to the chart, 17 people (56.7%) answered yes, 7 people (23.3%)

answered no, and 6 people (20%) answered not sure.


Yes 17 56.7

No 7 3.3

Not sure 6 20

Total 30 100

Figure 3.2: Is the waiting area clean?

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Yes No Not sure


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1.13.3 Cleanliness of food

According to the chart, 8 people (26.7%) said yes, 6 people (30%) said no, and

16 people (53.3%) were not sure.


Yes 8 26.7

No 6 30

Not sure 16 53.3

Total 30 100

Figure 3.3: Do you think the food served is hygienic?

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Yes No Not sure


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Conclusion

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