Journal of the Eastern Asia Society for Transportation Studies, Vol.11, 2015

Safety and Security Needs of Services – Travellers’ Perceptions

Norlida ABDUL HAMID a, Peck-Leong TAN b, Mohamad Faizul MOHAMAD ZALIc, Nor Ubaidah RAHAMATd and Norazila ABD AZIZe a,b,c,d,e Arshad Ayub Graduate Business School, Universiti Teknologi MARA,. aE-mail: [email protected] bE-mail: [email protected] cE-mail: [email protected] dE-mail: [email protected] eE-mail: [email protected]

Abstract: The issue of safety and security has always been of concern to any passengers. This study examined the travelers’ perception towards the safety and the security needs of a commuter rail service. Three hundred respondents from three stations were selected for a purposive survey. Using multiple liner regression, the relationship between lighting, availability of security guard, passengers’ behavior and layout and design with travelers’ perception on the safety and security needs was predicted. The results revealed the availability of security guards had the most significant contribution towards the variance of the dependent variable. This is followed by the layout and design of the stations and then lighting. Passengers’ behavior however does not contribute significantly to the variance of the dependent variable. Such findings provide good input towards further enhancing the overall safety and security aspects of the commuter rail services.

Keywords: safety, security, perception, regression

1. INTRODUCTION

Public transportation plays an important role in enhancing the development of any nation. For a developing country like Malaysia, the rapid changes and progress in the landscape of its public transportation has brought issues such as land use, displacement, pollution as well as the operational aspects of each of the system itself to a more meaningful level. As it is part of the government’s National Key Economic Area (NKEA) agenda in spurring the nation to a high-income nation by the year 2020 (Performance Management & Delivery Unit, 2013), the role of Greater and as the capital and commercial heart of the country becomes more important. Along with this importance comes the provision of modern transport infrastructure such as the mass (MRT), the extension of the light rail system (17.4km on and 18.1km on the Ampang Line) ( Berhad, 2015) and the modernisation of the commuter rail services itself (Keretapi Tanah Melayu Berhad, 2010). The Klang Valley Mass Rapid Transit (KVMRT) project involves the construction of a railway network which will form the backbone of the Klang Valley’s public transport system (Land Public Transport Commission,2012). With all the technologies and systems that are going to be put to use together soon, the related stakeholders particularly the travelers themselves inevitably regard safety and security levels as one of the main priorities for an effective and efficient public

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transport services. It is even so for the rail system that has different technology applications within itself. According to Pietre and Chaudet, (2010), safety is the relative freedom from danger, risk, or threat of harm, injury or loss to personnel and/or property, whether caused deliberately or by accident. Security on the hand, refers to the prevention and protection against assault, damage, fraud, invasion of privacy, theft, unlawful entry and other such occurrences caused by deliberate action. Security means also refers to malicious and voluntary actions (“unauthorized”, “access”, “against”, “sabotage”, “achieving”, “actions” and “malicious”) with some specific terms related to information security (example like “confidentiality”, “integrity” and “availability”). Matsika et. al (2013) defined safety as the proofs of mitigating the effect of unintentional failures in the system while security is the process of mitigating the effects of intentional attacks on the system. Within the transportation policy perspective, both terms can be regarded as when there is the high risk in encountering crime that humans in general have difficulty in internalizing external risks in their valuations in an objective way (Borjesson, 2012).

1.1 The Transport Sector Developments The country’s economic growth has brought along with it the relatively rapid increase in the transportation sector. The growth of this sector can be seen in the increase in the various types of the registered motor vehicles from 2009 until 2013, with the exception of the buses, as in Table 1 below.

Table 1. No. of motor vehicles registered by type(a) Year Motorcars Motorcycles Taxi & hire Buses % +/- 2009 7,514,015 8,250,314 86,722cars 56,786 2010 8,041,094 8,689,248 93,849 59,221 +4. 3 2011 8,563,814 9,155,229 99,836 61,752 +4. 3 2012 9,108,047 9,675,378 102,953 63,381 +2.6 2013 9,295,632 10,105,026 142,001 53,014 - 16.4 Source: Department of Statistics, Malaysia, 2014. (a) As of 31st. January 2014; excluding freight vehicles

The drop in the percentage of the number of registered buses reached to almost 16% in 2013 as compared to 2012. This drop is due to the shift in the modal split where the demand for rail service on the other hand increased, as shown in Table 2.

Table 2. KTM Komuter passenger volume from 2011 – 2013 Year Total Passengers % +/- 2011 35,598,901 - 2012 34,847,247 - 2.1 2013 43,941,777 +26.1 Source: Keretapi Tanah Melayu Berhad, 2013

With all the modernisation of the rail service, and like any other rail services that have been upgraded, customers have a reasonably higher level of expectation on the overall level of services that are being provided (Transit, 2011). Part of the KTM Komuter passengers’ safety have to some extent, been exposed to some form of weaknesses. This has inevitably brought

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some form of fear to the passengers. Aduan Rakyat (2012) highlighted the common occurrences of crowding during peak hours. This was partly due to the trains being disrupted as a result of breakdowns. Mediacom News Group (2014) confirmed on the complaint being received about women’s safety while traveling on the commuter services especially at peak hours when the trains are congested. These include cases of sexual harassment as has been noted by Bachok et.al (2014). Indeed safety and security measures have always been a challenging issue for the related stakeholders of any public transport services particularly that of the operators. For countries such as USA, passenger (and freight) rail stakeholders have taken a number of steps to improve the security of the nation’s rail system since September 11, 2001. Although security received attention before September 11, the terrorist attacks elevated the importance and urgency of transportation security for passenger and rail providers (United States General Accounting Office, 2004). The 1987 fire incident on the London’s King’s Cross Underground station where 31 people died had also forced the London Undergroud Limited to regard safety aspects at a more indepth approach (Jones-Lee and Loomes, 1995). Accordingly, this paper attempted to analyze the traveler’s perception towards the safety and security needs of the Malaysian national commuter rail services. Through this research, it is hoped that the findings will provide further input towards enhancing the safety and security aspects of the services.

2. PREVIOUS STUDIES

2.1 Theory on Customer Needs- Quality Perception

Just like any passengers on any form of transport system, railway passengers also would expect that any improvements made should be appealing to them. When one rides a train, the passenger expects the carrier to be aware of his/her most important needs and these needs include safety, reliability, speed (travel time), ease, comfort as well as experience. The pyramid of customer needs, based on the works of Maslow (1954), indeed explains and reflects well the perception of the quality offered by the operator . As seen in Figure 1 below from the works of Hagen and Bron (2014), the base of the pyramid is formed by the basic needs of safety and reliability.

Figure 1. Pyramid of Customer Needs Source: Hagen and Bron (2014)

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For passengers, safety means social safety and it is a prerequisite in the decision for choosing a travel mode. If potential customers perceive the journey to be unsafe, they will avoid from taking the journey. As for reliability, passengers expect the service to be offered as how it is expected. Other components of the pyramid includes that of speed, ease and comfort as well as experience.

2.2 Travellers’ Perception on Safety and Security

Perception means the act of perceiving or apprehending by means of the sense or of the mind, cognition and also understanding. According to Rundmo et.al, Jogernsen (2011), perception risk is the knowledge about the risk experienced by people who are exposed to the potentially hazardous risk sources as well as knowledge about the risks in science. In addition to perceive risk, several other factors may influence decisions about use of transportation mode. Cozens et.al, (2003) cited traveler’s perceptions of feeling unsafe and fear while using the public transport especially at night. It is well documented that women often face sexual harassment and violence during their daily commutes, particularly in countries with extreme levels of gender inequality (Dunckel, 2013). In the work of Ibrahim, et al. (2013), studies showed that 73.4% of the respondents on a survey about public transport of Petaling Jaya city responded to security issues while only 2.7% of them agreed that the public transport services within their area are safe. Most of the respondent cited robbery and snatched-thieves as the most concerned issues. Apart from the above, cases of overloading of passengers especially during peak hour also brings fear particularly to female passengers as this can lead to robbery and sexual harrassment. Moreover, overloading or overcrowding will bring discomfort to the passengers especially to those who travel long distances as it will take some time to reach the destinations in congested period (Ibrahim, et al., 2013).

2.3 Lighting

Like any other important infrastructure, lighting plays an important role at railway stations as it gives a sense of safety and contentment. Based on the works of Hamid (2008) on the park- and-ride users of the commuter rail services, it was found that a total of 49.8% of the total respondents (n=450) suggested increasing the level of lightings at the Shah Alam KTM station. This was expected as there had been cases of thefts and vandalism on the commuters’ vehicles parked at the station. Grabosky and James (1995) also showed that enhancing the lighting can reduce incidents such as fare dodging and vandalism on public transport. A study by Cozens et.al (2003) on 66 railway stations in South Wales, UK (Valley Lines rail network) found that 75% of the total respondents cited they had personal safety fears when waiting on the platform after dark while 73% stated such concerns when approaching the railway station after dark. The same survey indicated that the passengers felt safer on a station where other people could see them. More and better lighting was the most commonly cited suggested improvement mentioned by 68% of respondents interviewed.

2.4 Passengers’ behaviour

For one to enjoy a smooth train ride, one would like to observe that other passengers also display some form of a reasonable level of responsibility when thay are on the train. Rundmo, et. al. (2011) found that preventing any unexpected event (injuries, theft and others) comes from personal responsibility. By taking responsibility on other commutes, accidents can

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generally be prevented. The travelers play the main role in encouraging people to behave in a safe manner. Rundmo et.al (2011) found that the travelers feel uncomfortable when the public transport are too crowded. Everyone needs to put an effort to take care of their own safety. Each individual in the society portrays different behaviors. Indeed, the passengers’ behavior is important in order to increase good perceptions among public transport users. Having a good knowledge about safety in public transport can eventually increase positive traveler’s behavior and make other people feel safe. The work further concluded that rules should be implemented in public transport in order to shape a more disciplined and positively behaved travelers. A more in-depth approach on the passengers’ behaviours can be seen in the survey carried out by the Rail Passenger Council, UK (2010). The study focused on obtaining feedbacks on ‘Passenger perceptions of personal security on the railways’ (called Rail Passenger Views and carried out by Passenger Focus) while at the stations and on the trains itself. It covered on those of both compulsory and non-compulsory trip makers, of both gender and from the age group of 16 and above. The study revealed that in terms of anti-social behaviour analysis at the station, majority found that what worried them most in terms of their personal safety were those abusive or threatening behaviour (60.5%) followed by those under the influence of alcohol (36%) and theft on their belongings (36%).

2.5 Availability of Security Guards

The presence of a uniformed personnel both at the station and on the train itself certainly provide some form of contentment and gives an indication of some form of law and order within the vicinity area. The work of Collins (1993) recognised the importace of having more uniformed staff as it will enhance security awareness. The famous concept of Crime Prevention Through Environmental Design (CPTED) emphasizes the importance of having visible on-foot patrols as well as rapid maintenance and repair. This is because it was found to be effective in reducing crime rates and fear of crime (Sullivan, 1996). Most of the time, if the presence of security guards is reasonably sufficient in terms of numbers at any one place, it appears that the number of crimes in that area is relatively low and the people surrounding will sense safety (Iseki and Taylor, 2010). The lack in the numbers of security and enforcement staff at the platform will encourage people not to follow the rules even when the posters about taking precautions and safety is everywhere (Bachok, Osman, Murad and Ibrahim, 2014). Indeed without the presence of security guards, it will potentially allow youths to loiter and commit vandalism (Advancing Public Transport, 2014). According to Joewono and Kubota (2006), security class consists of four aspects which is safety from crime (staff/police presence, lighting, visible monitoring, layout and identified help points), safety from accident (presence/visibility of supports, avoidance/visibility of hazards), active safeguarding by staff and perception of security (conspicuousness of safety measures). These four components made up the core of the security scope. The presence of some form of personnel as an important components in the perceptions of travellers on the security aspects can be seen in the survey carried out by Passenger Focus under the Rail Passenger Council, UK (2010). Out of the 1000 respondents surveyed, 54% indicated that by not allowing rowdy passengers on board, this would help passengers feel safer. Next is followed by having rail staff visible on trains (40%) followed by having more police visible on trains (36%).

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2.6 Design and Layout

The report by Transit Cooperative Research Program (2007) has indicated that public transport station facilities and services can only be considered well accomplished in terms of its safety and security needs through the presence of clearly identified agency personnel, and complemented by security cameras, where feasible. Further to that, the Transit Cooperative Research Program (2013) report indicated that poor location, inconvenient transfer to connecting modes, and inadequate or poorly located kiss-and-ride or park-and-ride facilities may all deter usage. Adequate passageways, stairways and escalators must be provided to ensure that platforms are cleared before the arrival of the next train (Transit Cooperative Research Program, 2007). All this layout and design is important due to the safety and security aspects that will be faced by travelers when using the services. With the addition of clear signage, it will help the travelers to find their stop whenever they wish to take the train. Providing enough seats at the platform waiting area and providing schedule as well as route information would give good impact in term of the traveler’s perception towards safety and security (Iseki and Taylor, 2010).

3. METHODOLOGY

This research is to explore the perceptions of railway commuter users on the safety and security needs of commuter rail stations in the Klang Valley region of the Kuala Lumpur Conurbation. Three out of top ten railway stations are selected for this study (as in Table 3 below). They are Kuala Lumpur Central, Bandar Tasik Selatan and Mid Valley stations.

Table 3. Top ten (10) stations based on ridership 2013 No. Station 1 Kuala Lumpur Central 2 Bandar Tasik Selatan 3 Serdang 4 Kajang 5 Mid Valley 6 Central 7 Sg.Buloh 8 9 Rawang 10 Bank Negara Source: Keretapi Tanah Melayu (2013)

A total of 350 questionnaires were conveniently distributed to commuter users in the duration of seven days between 9am to 5pm which is non-peak hour (travellers travelling during peak hours are rather reluctant to participate in this study). However, only 300 questionnaires were completed and analysed. The questionnaire consists of demographic information and travellers’ perceptions on the safety, security and infrastructure of the railway stations. All the statements on travellers’ perceptions are adopted and adapted from various past researches to suit the local scenario and the determinants or factors are measured by various number of items (Table 4). The questionnaire are designed using a 5-point Likert scale ranging from 1 being strongly disagree to 5 being strongly agree.

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Table 4. Sources of Questions Adopted and Adapted Dimension/ Number References Factor of Items* Cozens, et. al. (2003).Managing crime and the fear of crime at Traveler’s Five Items railway stations - a case study in South Wales (UK), perception International Journal of Transport Management 1, 121-132. Occupational Safety and Health Administration Lighting Five Items (OSHA)(2011). Lighting for office and Industry, Condition SAIF Corporation. Rundmo, et. al. (2011). The role of risk perception and other Seven Passenger’s risk-related judgments in transportation mode use, items behavior Safety Science. Vol. 49, pp. 226-235.

Iseki and Taylor (2010) Style versus service? An analysis of Availability Seven user perceptions of transit stops and stations, security guard items Journal of Public Transportation, 13(3), 23-48.

Layout and Iseki and Taylor (2010) Style versus service? An analysis of Design of Nine items user perceptions of transit stops and stations, Railway Station Journal of Public Transportation, 13(3), 23-48. * Refer to the number of Likert scale statements used to measure the variable of interest

This research chose Principal Component Analysis (PCA) to derive the determinants because it is the preferred method compared to other methods (Field, 2013). As such, it provides a more accurate method of measuring the underlying dimensions of the variables of interest. Table 5 shows that the five dimensions or factors extracted fulfilled the requirements for PCA. Firstly, the Cronbach alpha for all variables in each factor is well above the acceptable level of 0.6 (Sekaran & Bougie, 2013). Secondly, Kaiser-Meyer-Olkin (KMO) test which indicate the sufficiency of sample size is above 0.5 which is deemed acceptable by Field (2013). Furthermore, all results from Bartlett’s Test of sphericity are significant which indicate the suitability of the data for factor analysis. Finally, PCA revealed that all the factors extracted explained between 41 to 63 percent of the variation.

Table 5.Results from Principal Component Analysis Factor Items Cronbach KMO Bartlett’s Test of Percentage Alpha Test Sphericity of Variance Χ2 (df) p- Explained value Travelers’ Perception 5 0.64 0.696 285(10) 0.0000 41.58 Lighting Condition 5 0.78 0.704 650(10) 0.0000 60.86 Passengers’ Behaviour 7 0.81 0.750 789(21) 0.0000 47.38 Availability of 7 0.90 0.836 1433(21) 0.0000 62.89 Security Guards Layout and Design of 9 0.90 0.915 1545(36) 0.0000 56.55 Railway Station

These factors together with selected demography variables are then used in multiple regression analysis to determine the travelers or commuter users’ perception on the safety and the security needs of commuter station.

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5. FINDINGS

Table 6 below shows that majority respondents (nearly 65 percent of total respondents) are young people who are less than 30 years old. However, this study also covered a small group of elderly above 50 years old. Nearly two thirds of the respondents were female and single. Sixty percent of the respondents reported that the purpose of their travel is compulsory such as going to work or to school. A third of them indicated that they rarely use rail services and one fifth uses rail services at least once week. These may be due to the sample taken during non-peak or non-rush hours.

Table 6. Background of Respondents Percentage Frequency Age Group 18 to 20 years old 15.0 45 21 to 30 years old 49.7 149 31 to 40 years old 19.0 57 41 to 50 years old 9.0 27 Above 50 years old 7.3 22

Gender Female 61.7 185 Male 38.3 115

Marital Status Married 35.7 107 Single 64.3 193

Frequency in using rail services Once a month 14.7 44 One to three times a month 15.0 45 Once every two weeks 13.67 41 At least once a week 21.67 65 Rarely 35.0 105

Purpose of Trip using Rail Services Compulsory 59.3 178 Non-compulsory 40.7 122

Total 100.0 300

Multiple regression analysis (MRA) is used to predict which of the independent variables give the most influnece on the variance of the dependent variable. In this study, the dependent variable is travelers’ perception on the safety and security needs of rail commuter services while the independent variables are lighting condition, passengers’ behaviour, availability of security guards, layout and design of station and selected demographic variables. This analysis is to measure the relationship and not the impact of the four independent variables of interest and the dependent variable. Using multiple regression

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analysis, the results from Model 1 (which only include four factors) and Model 2 (which added selected demography variables into the four factors) show that the availability of security guards are the most important factor associated with travellers’ perception of safety and security needs of rail commuter services. This is followed by layout and design and lighting condition of railway station. As expected, passengers’ behavior which is beyond the control of railway services providers does not have any influence on travellers’ perception. Furthermore, none of the selected demography variables has any influence of the perception of travelers on the safety and security needs of rail commuter services. The R-squared for Model 2 is 0.19 which explains 19% of the variance in the dependent variable. Both Model 1 and Model 2 are significant at 1% confidence level.

Table 7. Determinants of travelers’ perception on the safety and security needs of rail commuter services Model 1 Model 2 Lighting Condition 0.109 0.114 (0.056)+ (0.055)* Passengers’ Behavior 0.080 0.088 (0.084) (0.081) Availability of security guards 0.137 0.111 (0.051)** (0.055)* Layout and Design of station 0.112 0.127 (0.044)* (0.044)** Aged 21 to 30 years old @ 0.258 (0.247) Aged 31 to 40 years old @ 0.436 (0.302) Aged 41 to 50 years old @ -0.267 (0.427) Aged above 50 years old @ -0.495 (0.366) Use Rail Service once a month -0.154 (0.244) Use Rail Service 1-3 times a month -0.239 (0.246) Use rail service once every two weeks -0.033 (0.315) Use rail service at least one a week -0.226 (0.212) Gender (Female=0; Male=1) -0.047 (0.175) Marital (Married=0; Single=1) -0.060 (0.187) Constant 0.000 0.018 (0.081) (0.322) Observations 300 300 R-squared 0.15 0.19 F- Test 8.24 4.01 Prob. > F 0.0000 0.0000 Notes:

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i. Robust standard errors in parentheses ii. + significant at 10%; * significant at 5%; ** significant at 1% iii. @ The control group for age and frequency in using rail service is aged 18 to 20 years old and rarely using rail service respectively.

6. DISCUSSION AND CONCLUSION

This study has attempted to analyse the travellers’ perceptions towards predicting the safety and security needs of the KTM Komuter services. Based on the literature review, the independent variables that have found to have influence on the dependent variable are lighting, passengers’ behavior, the availability of security guards and the layout and design of the stations itself. This research rests upon the theory of the pyramid of customer needs (Hagen and Bron, 2013) that focuses on the safety and security needs of passengers. The presence of the security guards gives the most significant relationship with regard to the traveler’s perception towards the safety and the security of the rail commuter services. Most of travellers believe that the availability security guards are able to make them feel safe and secure when using the services. By having the physical presence of the security guards and the on-foot petrol within one’s vicinity (human compared to machine like CCTV), it can ease the travelers concern in getting help in a quick manner in case of emergency. This, to some extent, concur with the findings of Collins (1993) and that of Sullivan (1996). The foreign travellers of KTM Komuter services also agree that visible on-foot petrol can reduce the crime rates and the traveler’s fear of crime. Iseki and Taylor (2010), Kim et. al. (2007) and Sullivan (1996) also found the same results. Following suit in terms of the extent of significance of the variable on the variance of the dependent variable is the layout and design either in the station or out of the commuter stations. The travelers agree that CCTV can make them feel safe and protected from crime. Signage is one of the layout and design for the station to ensure that travellers can get the right and clear direction. The commuter rail travelers certainly would not feel safe with the presence of large pillars in stations. Large pillars give the impression that someone might lurk from behind and so expose one self to possible harm. The study by Borjesson (2012) and Iseki and Taylor (2010) found similar results. Lighting can reduce the fare dodging and vandalism at commuter stations. Lighting also is the important factor that can affect the KTM Komuter traveler’s safety and security at night. Without having enough lighting can certainly expose oneself to possible unwanted events such as pick-pocketing or sexual harassment especially for those who walk from the station to the car park, bus stop or taxi stand. Similar findings can be noted in the works of Grasbosky and James (1995) and Cozens et. al. (2003). The only variable that does not show significance to the variance in the dependent variable is passenger’s behaviour. This is expected since unlike the other significant variables namely availability of security guards, layout and design as well as lighting, passengers’ behaviour is beyond the control of the railway operator. However, the railway operator can influence the passengers’ behaviour indirectly through some form of railway safety campaigns. Nevertheless, the findings of this study may not be generalised to all travellers because travellers travelling during off peak hours may have different perception than those travelling during peak hours. This remains to be explored in future studies.

ACKNOWLEDGEMENTS

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The authors would like to thank the Ministry of Education Malaysia for the research grant, the Research Management Institute and Arshad Ayub Graduate Business School, Universiti Teknologi MARA Malaysia for all the assistance provided.

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