By Zamree Yaacob

KUALA LUMPUR, February 5 - A team of researchers from the Institute for Social Science Studies (IPSAS) presented the final report on the Customer Satisfaction Index Study for KTM Cargo at Keretapi Tanah Melayu Berhad Headquarters. The presentation session was chaired by Datuk Ir. Kamarul Zaman bin Zainal, Chief Executive of KTM Berhad. The research team consisted of Assoc. Prof. Dr. Mohamad Fazli Sabri (Project Leader), Prof. Dr. Asnarulkhadi Abu Samah, Assoc. Prof. Dr. Hanina H. Hamsan, Dr. Mohd Roslan Rosnon, En. Zamre Yaacob, Mrs. Nurani Kamarudin and Ms. Tang Sui Sum.

The Customer Satisfaction Index Study is the first of its kind since the establishment of KTM Cargo in 1999. It is one of the transformation development plans related to the level of customer satisfaction projected by KTM Cargo during the lab program in 2016 under the Cargo Department's Medium Term Plan. In general, the study is to identify the level of customer satisfaction towards KTM Kargo Berhad transportation services. A total of 91 KTM Cargo customers representing 20 shipping companies and agents in the states of Perlis, Kedah, Penang, Perak and Selangor were involved in the survey. The seven-month study (December 2018 to June 2019) has successfully addressed all the objectives of the study by producing an index that can be used as a benchmark for the effectiveness of KTM Cargo services.

Date of Input: 10/02/2020 | Updated: 10/02/2020 | nm_aini