Consumer satisfaction towards federal highway in Selangor

• Main Author: Hidayanti Moklas
• Format: Undergraduate Final Project Report
• Published: 2011
• Online Access: http://discol.umk.edu.my/id/eprint/5426/
• Institution: Universiti Malaysia Kelantan

As the main road that will connect the capital city like Kuala Lumpur and Klang, Selangor, this federal highway become the busiest highway in Klang valley during rush hour from or to Kuala Lumpur. This research is to study the relationship of the factor influencing consumer satisfaction towards federal highway in Selangor. It is also want to prove whether all of the aspect is have a strong relationship with the consumer or less. The factors that related to this research are service and facilities, toll price, road condition and safety and convenience aspect. There are 100 respondent of the people that frequently use this federal highway answered the 30 question prepared by the researcher. The data collected is analyzed by Statistical Package for Social Science (SPSS) version 18. The finding of the study showed that the factor gives total impact to the consumer in federal highway is their service and facilities management which this factor consist of all other factors and it related to the main product of the highway. Among demographic details which are found to be related to highway consumer towards federal highway are service and facilities (average mean 3.12% and Pearson Correlation 0.439),toll price (2.87 average mean and 0.393 Pearson Correlation), safety and convenience aspect (2.90 of average mean and 0.295 for Pearson Correlation) and road condition (average mean 3.23 and Pearson Correlation 0.465). The result of this factor is all of this independent variable has a relationship with the dependent variable but the relationship is weak. Discussion on findings, conclusion and limitations of study are also included in the report.