KTMB MOBILE APPLICATION SURVEY FORM (Responses).xlsx

	A	B	C	D	E	F	G	H	I	J	K	L	M	N	O	P	Q	R	S
1	Timestamp	Gender	Age	Nationalities	How often do you use transportation booking app (e.g., for car, buses, trains, flights)?	What features are most important to you in a transportation booking app?	Have you experienced any challenges while using a transportation booking app? If yes, please select the most relevant issue(s) from the options below:	How frequently do you use KTMB mobile app?	On the scale of 1-5, how would you grade the overall design of KTMB MOBILE application [Colour Schemes]	On the scale of 1-5, how would you grade the overall design of KTMB MOBILE application [Page Layout Design]	On the scale of 1-5, how would you grade the overall design of KTMB MOBILE application [Typography]	On the scale of 1-5, how would you grade the overall design of KTMB MOBILE application [Icons and Buttons]	Do you find the layout of information on each screen clear and uncluttered?	Are the icons and buttons on the KTMB app clearly labelled to understand?	How satisfied are you with the KTMB mobile app's performance in terms of loading time, stability, and reliability?	How satisfied are you with the ticket booking process in the app?	How satisfied are you with the app accurately display real-time train schedules?	How likely are you to recommend the KTMB app to others?	If you can improve one user interface design or feature’s function, what would you like to improve? (ex: live chat support function, KTM onboard service function, KTM route suggestion function, bank card function, seat selection function, quick search function, KTm map function, problem request section function, image upload live chat support function when have problem)

2	11/30/2024 15:53:18	Female	Below 18 Years Old	Malaysian	Weekly	Rewards or deals, History Page, Schedules	Lack of customer service support, Very hard to find information	Occasionally	Good	Good	Good	Good	Clear	Clear	Satisfied	Satisfied	Satisfied	Likely	Simplify the quick search interface with predictive text and auto-suggestions for routes or destinations to reduce search time.
3	11/30/2024 15:54:11	Female	18-25	Malaysian	Monthly	Easy navigation, Clear booking information, Live chat support, Clear payment information	Pages lagging, Payment issues	Sometimes	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Improve the live chat function and also include a ticketing system so users can track the resolution of their issue.
4	11/30/2024 15:55:58	Male	36-45	Malaysian	Weekly	Clear booking information, Live chat support, Clear payment information, Rewards or deals	Payment issues, Lack of customer service support, Poor user interface design	Occasionally	Poor	Very Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Very unsatisfied	Unsatisfied	Unlikely	add on a real-time tracking feature to allowing passengers to view updates on service availability
5	11/30/2024 15:58:11	Female	26-35	Malaysian	Daily	Easy navigation, Clear booking information, Live chat support, Rewards or deals, Quick Search, Feedback and reviews	Pages lagging, Payment issues, Lack of customer service support	Occasionally	Very Poor	Very Poor	Very Poor	Very Poor	Cluttered	Unclear	Very Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	It can provide personalized route recommendations so that users can choose the journey they like.
6	11/30/2024 15:59:54	Female	18-25	Malaysian	Daily	Easy navigation, Clear payment information, History Page, Feedback and reviews	Payment issues, Lack of customer service support, Very hard to find information	Never	Poor	Neutral	Poor	Very Poor	Cluttered	Very Unclear	Unsatisfied	Unsatisfied	Very Unsatisfied	Very unlikely	Improve the payment function and add some convenient methods
7	11/30/2024 16:02:42	Female	18-25	Malaysian	Rarely	Easy navigation, Clear booking information, Live chat support, Clear payment information	Payment issues, Very hard to find information	Sometimes	Very Poor	Poor	Neutral	Very Poor	Very cluttered	Very Unclear	Very Unsatisfied	Neutral	Unsatisfied	Neutral	Make it easier for users to get the preference seat
8	11/30/2024 16:04:16	Female	26-35	Malaysian	Weekly	Easy navigation, History Page	Pages lagging, Poor user interface design	Occasionally	Poor	Very Poor	Poor	Neutral	Neutral	Unclear	Very Unsatisfied	Neutral	Very Unsatisfied	Very unlikely	Improved search functionality and added filtering and sorting options
9	11/30/2024 16:05:56	Female	18-25	Malaysian	Weekly	Easy navigation, Live chat support, Clear payment information	Very hard to find information	Occasionally	Neutral	Poor	Very Poor	Poor	Cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Neutral	Very unlikely	Improve KTM map to make it easier for customers to find trains
10	11/30/2024 16:08:11	Female	26-35	Malaysian	Rarely	Easy navigation, Rewards or deals	Payment issues	Occasionally	Poor	Poor	Poor	Poor	Neutral	Unclear	Very Unsatisfied	Unsatisfied	Very Unsatisfied	Very unlikely	Allow users upload pic or videos let customer easier to complaints
11	11/30/2024 16:10:04	Female	26-35	Malaysian	Daily	Clear booking information, History Page	Pages lagging, Payment issues	Occasionally	Very Poor	Very Poor	Poor	Poor	Very cluttered	Very Unclear	Unsatisfied	Unsatisfied	Very Unsatisfied	Very unlikely	Added rebooking option to allow users quickly select a similar route without re-enter all information.
12	11/30/2024 16:14:46	Female	18-25	Malaysian	Monthly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Rewards or deals, Quick Search, History Page, Seat Selection, Schedules, Feedback and reviews	Payment issues, Lack of customer service support, Very hard to find information	Occasionally	Poor	Poor	Good	Poor	Neutral	Clear	Unsatisfied	Unsatisfied	Very Unsatisfied	Unlikely	I hope the display real-time train schedules can be more accurately
13	11/30/2024 16:17:13	Male	36-45	Malaysian	Monthly	Seat Selection, Schedules	Payment issues, Lack of customer service support	Occasionally	Good	Good	Good	Good	Clear	Clear	Satisfied	Satisfied	Satisfied	Likely	Add a chatbot with multilingual support and automated FAQs for quicker resolution of common queries.
14	11/30/2024 16:18:22	Male	Below 18 Years Old	Malaysian	Weekly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Seat Selection, Schedules	Payment issues, Very hard to find information, Poor user interface design	Sometimes	Poor	Poor	Good	Poor	Cluttered	Clear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	I think the payment function need to improve sometimes can’t make payment I think can add more payment method.
15	11/30/2024 16:18:57	Female	Above 55 Years Old	Malaysian	Weekly	Easy navigation, Clear booking information, Schedules	Pages lagging, Lack of customer service support, Very hard to find information	Occasionally	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Implement an interactive seat map with real-time availability updates and filters
16	11/30/2024 16:20:20	Female	18-25	Malaysian	Rarely	Clear payment information, Rewards or deals	Payment issues	Never	Very Poor	Very Poor	Very Poor	Very Poor	Very cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Very unlikely	Introduce a route optimization feature that suggests alternative routes based on current delays or disruptions.
17	11/30/2024 16:20:59	Female	26-35	Malaysian	Daily	Easy navigation, Clear booking information, Live chat support, Clear payment information, Rewards or deals, Quick Search, History Page, Seat Selection, Schedules, Feedback and reviews	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Never	Very Poor	Very Poor	Poor	Very Poor	Cluttered	Unclear	Very Unsatisfied	Unsatisfied	Unsatisfied	Very unlikely	I think this app design need to improve the colour is very ugly and unattractive.
18	11/30/2024 16:21:26	Female	26-35	Malaysian	Monthly	Clear booking information, Clear payment information	Very hard to find information	Occasionally	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Streamline the problem request process by categorizing common issues and enabling users to track the status of their requests.
19	11/30/2024 16:22:50	Female	36-45	Malaysian	Weekly	Rewards or deals, History Page, Schedules	Very hard to find information, Poor user interface design	Occasionally	Very Poor	Very Poor	Very Poor	Very Poor	Very cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Very unlikely	Add secure, one-click payment options with support for digital wallets and save card details for faster checkouts.
20	11/30/2024 16:25:35	Female	46-55	Malaysian	Daily	Clear payment information, Rewards or deals, Quick Search	Lack of customer service support, Very hard to find information	Occasionally	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Add a live map to show where the train is in real-time.
21	11/30/2024 16:26:48	Female	18-25	Non-Malaysian	Monthly	Easy navigation, Clear booking information, Clear payment information	Pages lagging, Lack of customer service support	Occasionally	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Let me send pictures in the chat to explain problems better.
22	11/30/2024 16:27:36	Female	18-25	Malaysian	Weekly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Quick Search, Schedules	Pages lagging	Never	Neutral	Neutral	Neutral	Neutral	Clear	Clear	Neutral	Neutral	Neutral	Very unlikely	KTM map
23	11/30/2024 16:27:51	Female	26-35	Non-Malaysian	Rarely	Easy navigation, Schedules, Feedback and reviews	Very hard to find information	Occasionally	Very Poor	Very Poor	Very Poor	Very Poor	Very cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Very unlikely	Let me order food or services before getting on the train.
24	11/30/2024 16:29:07	Male	18-25	Malaysian	Weekly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Quick Search, Schedules, Feedback and reviews	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Occasionally	Poor	Very Poor	Good	Poor	Neutral	Clear	Unsatisfied	Neutral	Unsatisfied	Very unlikely	I think can add a function show real time where the KTM train reach so that I can estimate my time when I book the Train ticket
25	11/30/2024 16:29:24	Female	18-25	Malaysian	Rarely	Clear booking information, Live chat support, Quick Search	Very hard to find information, Poor user interface design	Never	Very Poor	Very Poor	Very Poor	Very Poor	Very cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Very unlikely	Recommend routes based on what I like, like avoiding busy trains.
26	11/30/2024 16:31:54	Female	18-25	Malaysian	Weekly	Live chat support, Rewards or deals, History Page	Lack of customer service support, Poor user interface design	Occasionally	Poor	Very Poor	Poor	Very Poor	Neutral	Unclear	Unsatisfied	Very unsatisfied	Very Unsatisfied	Very unlikely	The App function are not easy to use and I can't find the function that I want
27	11/30/2024 16:51:00	Female	18-25	Malaysian	Rarely	Easy navigation, Clear booking information, Live chat support, Clear payment information, Rewards or deals, Quick Search, History Page, Seat Selection, Schedules, Feedback and reviews	Pages lagging, Lack of customer service support	Sometimes	Very Good	Good	Neutral	Poor	Cluttered	Unclear	Very Unsatisfied	Neutral	Satisfied	Unlikely	live chat is the most important things for a transportation app, especially for foreign tourist that does not familiar with malaysia
28	11/30/2024 16:54:12	Male	18-25	Malaysian	Rarely	Easy navigation, Clear booking information, Live chat support, Clear payment information, Rewards or deals, Quick Search, History Page, Seat Selection, Schedules, Feedback and reviews	Pages lagging, Payment issues, Lack of customer service support, Poor user interface design	Sometimes	Poor	Poor	Good	Poor	Cluttered	Unclear	Unsatisfied	Satisfied	Unsatisfied	Unlikely	add-on live chat support, provide map for each types of transportation in the app
29	11/30/2024 16:57:03	Male	18-25	Malaysian	Rarely	Easy navigation, Clear booking information, Clear payment information, Seat Selection, Schedules, Feedback and reviews	Pages lagging, Payment issues, Very hard to find information, Poor user interface design	Occasionally	Poor	Very Poor	Neutral	Neutral	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Very unlikely	overall the app is too simple lack of functionality I think can improve the language part can add more language to help people that don't understand English or Malay to use this app more easily
30	11/30/2024 17:02:10	Male	46-55	Malaysian	Daily	Easy navigation, Clear booking information, Live chat support, Clear payment information, Quick Search, History Page, Seat Selection, Schedules	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Occasionally	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Neutral	Neutral	Unlikely	I hope can improve live chat support system because previously when I use this app I need to solve the problem but I can't find a way to solve my problem
31	11/30/2024 17:06:14	Male	18-25	Malaysian	Weekly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Schedules	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Sometimes	Poor	Poor	Neutral	Good	Clear	Clear	Neutral	Unsatisfied	Unsatisfied	Unlikely	I think the app can improve their category section because is a bit confusing for me looks like some function repeated not very clear
32	11/30/2024 17:10:35	Female	18-25	Malaysian	Rarely	Easy navigation, Clear booking information, Clear payment information, Seat Selection, Schedules	Pages lagging, Very hard to find information, Poor user interface design	Never	Neutral	Poor	Neutral	Neutral	Clear	Clear	Unsatisfied	Unsatisfied	Very Unsatisfied	Very unlikely	Live schedules should be more accurate
33	11/30/2024 17:16:38	Female	18-25	Malaysian	Weekly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Seat Selection	Pages lagging, Lack of customer service support, Very hard to find information	Occasionally	Very Poor	Very Poor	Very Poor	Very Poor	Cluttered	Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Unlikely	Improve live chat function
34	11/30/2024 17:18:21	Male	18-25	Malaysian	Monthly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Seat Selection, Schedules, Feedback and reviews	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Occasionally	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Improve the design of the app
35	11/30/2024 17:19:31	Female	18-25	Malaysian	Monthly	Easy navigation, Clear booking information, Live chat support, Clear payment information	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Occasionally	Very Poor	Very Poor	Poor	Poor	Very cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Unlikely	Add more payment methods
36	11/30/2024 17:20:44	Female	18-25	Malaysian	Monthly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Schedules, Feedback and reviews	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Sometimes	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Can improve the payment issues
37	11/30/2024 17:22:28	Female	18-25	Malaysian	Weekly	Easy navigation, Clear booking information, Live chat support, Clear payment information, Feedback and reviews	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Sometimes	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	I would like this app to improve the problem request section and payment system
38	11/30/2024 17:23:47	Male	18-25	Non-Malaysian	Weekly	Clear booking information, History Page, Seat Selection	Lack of customer service support, Very hard to find information	Occasionally	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Make the search bar smarter by showing suggestions as I type.
39	11/30/2024 17:25:33	Male	26-35	Malaysian	Monthly	Easy navigation, Clear payment information, Schedules, Feedback and reviews	Pages lagging, Poor user interface design	Never	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Very unlikely	Add a chatbot that can answer common questions right away.
40	11/30/2024 17:27:02	Male	46-55	Malaysian	Weekly	History Page, Seat Selection, Schedules	Payment issues, Lack of customer service support	Occasionally	Poor	Very Poor	Very Poor	Poor	Very cluttered	Unclear	Very Satisfied	Very Satisfied	Very Satisfied	Very unlikely	Show a clear seating map where I can pick my seat easily.
41	11/30/2024 17:31:10	Male	18-25	Malaysian	Weekly	Easy navigation, Clear booking information, Live chat support, Quick Search, History Page, Seat Selection, Schedules	Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Occasionally	Neutral	Poor	Neutral	Poor	Clear	Clear	Neutral	Neutral	Unsatisfied	Unlikely	Bad visual layout need improve
42	11/30/2024 17:39:25	Male	18-25	Malaysian	Daily	Clear booking information, Quick Search, History Page, Seat Selection	Very hard to find information, Poor user interface design	Never	Very Poor	Very Poor	Very Poor	Very Poor	Very cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Very unlikely	Suggest better routes if there are delays or issues.
43	11/30/2024 17:41:45	Male	Above 55 Years Old	Malaysian	Rarely	Easy navigation, Clear booking information, Clear payment information, Feedback and reviews	Pages lagging, Lack of customer service support, Very hard to find information	Occasionally	Poor	Poor	Poor	Poor	Very cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Very unlikely	Make it easier to report problems and check updates on them.
44	11/30/2024 17:43:04	Female	18-25	Malaysian	Rarely	Easy navigation, Clear booking information, Clear payment information, Quick Search, History Page, Seat Selection, Schedules	Pages lagging, Payment issues, Very hard to find information, Poor user interface design	Never	Very Poor	Very Poor	Poor	Poor	Clear	Clear	Neutral	Neutral	Unsatisfied	Unlikely	I think the design is boring can improve
45	11/30/2024 18:00:28	Male	Above 55 Years Old	Non-Malaysian	Rarely	Easy navigation, Quick Search, Seat Selection, Schedules	Payment issues	Occasionally	Good	Neutral	Poor	Good	Clear	Unclear	Very Satisfied	Neutral	Satisfied	Neutral	Not use regularly, comment may be a bit subjective
46	11/30/2024 18:00:46	Female	26-35	Malaysian	Rarely	Easy navigation, Live chat support, Feedback and reviews	Pages lagging, Payment issues	Occasionally	Poor	Poor	Poor	Poor	Cluttered	Unclear	Unsatisfied	Unsatisfied	Unsatisfied	Unlikely	Let me save my card details so I can pay faster next time.
47	11/30/2024 18:01:05	Male	18-25	Malaysian	Never	Easy navigation, Clear booking information, Quick Search, History Page	Poor user interface design	Never	Neutral	Neutral	Neutral	Neutral	Neutral	Clear	Neutral	Satisfied	Unsatisfied	Neutral	Quick search function
48	11/30/2024 18:01:43	Female	18-25	Malaysian	Rarely	Easy navigation, History Page	Pages lagging, Very hard to find information	Occasionally	Neutral	Good	Neutral	Neutral	Neutral	Neutral	Satisfied	Neutral	Satisfied	Likely	Quite good
49	11/30/2024 18:02:44	Female	18-25	Malaysian	Monthly	Easy navigation, Clear booking information, Feedback and reviews	Very hard to find information, Poor user interface design	Never	Good	Good	Good	Good	Clear	Clear	Neutral	Neutral	Neutral	Neutral	The efficiency of app can be improved
50	11/30/2024 18:11:04	Female	18-25	Malaysian	Weekly	Easy navigation, Clear booking information, Clear payment information, Rewards or deals, Quick Search, History Page, Seat Selection, Schedules	Pages lagging, Payment issues, Lack of customer service support, Very hard to find information, Poor user interface design	Never	Very Poor	Very Poor	Very Poor	Very Poor	Very cluttered	Very Unclear	Very Unsatisfied	Very unsatisfied	Very Unsatisfied	Very unlikely	This app I just use not more than 5 times because this app is too difficult to use is not because too messy is because lack of functionality I think there can improve many function their ticket system will suddenly say I didn't buy the ticket but I already paid than when I want to solve the problem cannot solve I need to email the issue to the google ktm page but no respond from them their customer support system are very poorand their design too poor I don't like it.
51	11/30/2024 18:45:42	Male	18-25	Malaysian	Daily	Easy navigation, Clear booking information, Live chat support, Clear payment information, Quick Search, Schedules	Pages lagging	Occasionally	Neutral	Good	Good	Poor	Clear	Neutral	Neutral	Neutral	Satisfied	Likely	Seat selection very confusing hope can improve, use red green to differentiate available and unavailable and premium seat with different colours
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