Recently, I came across an article in The Star complaining about food service quality onboard ETS train. According to the author, one of the crew members responded rudely when he was asked about the food. Apart from rudeness, complaints can also be seen about unavailability of staff to take care of the orders placed at Food and Beverage counter in ETS’ Food & Beverage coach.
As a service provider with dedicated coach for food and beverage service, KTM Berhad should look into this problem seriously. While there are currently many KTMB staff who can behave appropriately and responded timely with customers’ complaints, there are also some of the ‘rotten eggs’ who smear the overall image of KTM Berhad.
The article mentioned above is about six months old (as of June 2013) but we are hoping that KTM Berhad has conducted a thorough investigation about this problem and rectified it in whichever way necessary. This is important to ensure customer satisfaction is taken up to a higher level.
ETS service is a prime choice of commuters traveling between Ipoh and Kuala Lumpur. If the service quality (in terms of staff and on-time performance) can be improved, quite a number of people would not mind paying extra compared to public bus as long as they can have a comfortable ride between Ipoh and Kuala Lumpur.
We are hoping that KTM Berhad will continue to look into ways to improve ETS service because it has clear advantage over bus service, which is the ability to circumvent through traffic jams (they use railroads!)
New business model is being proposed for KTMB Freight, the most profitable division in KTM Berhad as reported by Bernama.
The proposal, made by railway workers union, is championing the cause of rejecting Malaysian Mining Corporation (MMC)’s bid to invest up to RM 1 billion in KTMB Freight division. The main concern is if MMC takes over KTMB and suffer losses, employees would lose the benefits the they are currently enjoying such as bonuses, allowances, quarters and healthcare. Their proposal is to allow other private operators to use KTMB existing rail lines with their own rolling stock.
We think the step to attract private operators to use KTMB existing railroad network and paying tolls directly to KTMB will generate added revenue. Furthermore, the major constraint suffered by KTMB now is the limited number of rolling stock. In our opinion, we think the government should invest more in KTMB by providing them with reasonable number of rolling stock, in line with the ongoing double tracking project. KTMB’s current market share in cargo shipment of the country is really low with just about two to five percent.
With the promising progress of the double tracking project, we hope that KTMB will invest more on its cargo as well as passenger sector. This move will enable a more profitable KTMB and fulfilling the needs of commuters and commercial sectors.
Tourism Minister, Datuk Seri Dr. Ng Yen Yen has instructed Keretapi Tanah Melayu Berhad (KTMB) to set up a tourism committee in order to boost tourism sector using its machinery in transport sector [source: The Star] . KTMB plays a big role in the country because it connects major destinations across peninsular Malaysia.
She also suggests that KTMB should upgrade its passenger cars. The good news is the Tourism Ministry is all set to help KTMB with this promotion. Therefore, with careful consideration and ample planning KTMB is able to get extra budget and improve its service even further.