BSR658 - Afi Amierul Akmal Bin Abdul Khalid - 2021812978

STUDIES OF BUILDING SURVEYING
SCHOOL OF REAL ESTATE AND BUILDING

SURVEYING COLLEGE OF BUILT ENVIRONMENT
UNIVERSITI TEKNOLOGI MARA
A STUDY ON ISSUE OF FACILITIES MANAGEMENT ON

HIGHWAY REST AREA (RNR) IN MALAYSIA
AFI AMIERUL AKMAL BIN ABDUL KHALID

(2021812978)
Bachelor of Building Surveying (Hons)
FEBRUARY 2024
A STUDY ON ISSUE OF FACILITIES MANAGEMENT ON HIGHWAY

REST AREA (RNR) IN MALAYSIA
This academic project is submitted in partial fulfilment of the requirements for

the Bachelor of Building Surveying (Hons.)
AFI AMIERUL AKMAL BIN ABDUL KHALID
(2021812978)
FEBRUARY 2024
A STUDY ON ISSUE OF FACILITIES MANAGEMENT ON HIGHWAY

REST AREA (RNR) IN MALAYSIA
“I hereby declare that this academic project is the result of my own research
except for the quotation and summary which have been acknowledge”.
STUDENT’S NAME : AFI AMIERUL AKMAL BIN ABDUL KHALID
SIGNATURE :
UITM NO : 2021812978
DATE : FEBRUARY 2024
ii
SCHOOL OF REAL ESTATE AND BUILDING SURVEYING
COLLEGE OF BUILT ENVIRONMENT
ACADEMIC PROJECT
BSR 608 & BSR 658
CONFIRMATION OF ACADEMIC PROJECT AMENDMENTS
This is to confirm that the student has amended his/her

academic project as directed and therefore is allowed to compile
Marks Grade
STUDENT’S NAME : AFI AMIERUL AKMAL BIN ABDUL

KHALID
UITM NO : 2021812978
TOPIC : A STUDY ON ISSUE OF FACILITIES
MANAGEMENT ON HIGHWAY REST
AREA (RNR) IN MALAYSIA
SUPERVISOR’S : DR. MUHAMMAD HAZIQ BIN MD

ANUAR
NAME
SIGNATURE :
DATE : FEBRUARY 2024
iii
ACKNOWLEDGEMENT
I would like to express my deepest gratitude to my supervisor, for

invaluable guidance, support, and encouragement throughout the entire research
process. His expertise, insightful feedback, and dedication have been
instrumental in shaping this study and improving its quality. I am truly grateful
for his patience, mentorship, and unwavering belief in my abilities.
I would also like to extend my appreciation to the faculty members,

whose knowledge and expertise have greatly contributed to my academic
growth. Their teachings and guidance have broadened my understanding of
research methodologies and enriched my learning experience.
Furthermore, I would like to thank my family and friends for their

unwavering support, encouragement, and understanding during this research
endeavour. Their love, motivation, and belief in my capabilities have been a
constant source of inspiration throughout this journey.
Lastly, I am grateful to all the participants and individuals who

generously shared their time and insights, enabling me to gather the necessary
data for this research. Their contribution is deeply appreciated.
iv
ABSTRACT
Rest and service area was created to guarantee that drivers have a convenient and safe
location to pull over while having access to a wide range of services offered. However,
insufficient distribution of RNR, high demand of parking spaces and cleanliness
concern over food sanitation and toilet hygiene at RNR are among the
difficulties in delivering superior facilities management. This study examines
the challenges and potential improvements in Malaysian highway rest areas
with a focus on understanding common problems and critical issues
encountered by users. The study incorporates primary data collection via a
meticulously designed questionnaire that targets randomly selected highway
users. The research objective is to identify common problems in highway rest
area facilities, identify critical issues in highway rest area facilities, and
recommend effective strategies for overcoming challenges in highway rest area
facilities. A systematic survey questionnaire designed for clarity and
comprehensibility, with a mix of closed-ended and open-ended questions, is
included in the research methodology. Following data analysis, descriptive
analysis are utilised to ensure a holistic interpretation of the collected data. The
study acknowledges some limitations, such as sample size constraints and
potential biases, which may have an impact on the universality of the findings.
Despite these constraints, the research aims to provide practical
recommendations for improving these vital Malaysian facilities. The findings
of the research reveal twelve common problems, with the top critical issues
identified as the availability of EV charging station, insufficient parking spaces
for both cars and trucks, poor maintenance of children playground and picnic
area, and the poor maintenance and cleanliness of RNR restrooms. These
findings serve as the basis for actionable recommendations aimed at addressing
the identified challenges and improving the overall functionality of Malaysian
highway rest areas.
v
TABLE OF CONTENTS
ACKNOWLEDGEMENT .......................................................................... iv
ABSTRACT .................................................................................................. v
TABLE OF CONTENTS ............................................................................ vi
LIST OF TABLES ........................................................................................ x
LIST OF FIGURES.................................................................................... xii
LIST OF ABBREVIATIONS ...................................................................xiii
CHAPTER ONE INTRODUCTION ............................................................. 1
1.1 Research Background ........................................................................... 1
1.2 Problem Statement ................................................................................ 4
1.3 Research Question ................................................................................ 6
1.4 Research Aims and Objective .............................................................. 6
1.5 Scope and limitation of Research ........................................................ 7

1.5.1 Scope of Research ...................................................................................... 7
1.5.2 Limitations of Research ........................................................................... 7
1.6 Research Methodology ......................................................................... 9

1.6.1 Stage 1: Define Research Problem........................................................ 9
1.6.2 Stage 2: Selecting Topic ......................................................................... 10
1.6.3 Stage 3: Data Collection......................................................................... 10
1.6.4 Stage 4: Data Analysis and Discussion .............................................. 11
1.6.5 Stage 5: Conclusion and Recommendations .................................... 11
1.6.6 Stage 6: Checking and Correction ....................................................... 11
1.7 Statement of significance .................................................................... 11
1.8 Chapters Outline ................................................................................. 12

1.8.1 Chapter 1: Introduction .......................................................................... 12
1.8.2 Chapter 2: Literature Review................................................................ 13
vi
1.8.3 Chapter 3: Research Methodology ...................................................... 13
1.8.4 Chapter 4: Data Collection, Analysis and Discussion ................... 13
1.8.5 Chapter 5: Conclusion and Recommendation.................................. 13
1.9 Chapter Summary .............................................................................. 14
CHAPTER TWO LITERATURE REVIEW .............................................. 15
2.1 Introduction ......................................................................................... 15
2.2 Overview of Rest and Relax Area (RNR) ......................................... 16

2.2.1 Introduction of Rest and Relax Area (RNR) .................................... 16
2.2.2 The Important of Rest and Relax Area .............................................. 18
2.2.3 List of Rest and Relax Area (RNR) in Malaysia ............................. 20
2.3 Issue Related to Highway Rest Area Facilities ................................. 22

2.3.1 Toilet Management .................................................................................. 22
2.3.2 Car & Truck Parking Space................................................................... 23
2.3.3 Restaurant ................................................................................................... 24
2.3.4 Muslim Prayer Room .............................................................................. 25
2.3.5 Picnic Area ................................................................................................. 26
2.3.6 Children Playground ............................................................................... 27
2.3.7 Vending Machine ..................................................................................... 28
2.3.8 Benches and Seating................................................................................ 28
2.3.9 RNR Signage ............................................................................................. 29
2.3.10 Electric Vehicle (EV) Availability ....................................................... 30
2.4 Ways to Overcome Issue Related to Highway Rest Area Facilities 32

2.4.1 Development of System with Efficient Priorities Maintenance
Task…………………………………………………………………………………….32
2.4.2 Enhance The Funding Allocation for Facilities In RNR ............... 32
2.4.3 Assigning Experiences and Certified Professional in Managing
RNR Facilities ............................................................................................................ 33
vii
2.4.4 Implementing an Enhanced Procurement System at RNR
Facilities ………………………………………………………………………………34
CHAPTER THREE RESEARCH METHODOLOGY .............................. 36
3.1 Introduction ......................................................................................... 36
3.2 Research Method ................................................................................ 36

3.2.1 Research Strategy ..................................................................................... 39
3.2.2 Research Design ....................................................................................... 39
3.2.3 Research Instruments .............................................................................. 40
3.2.4 Data Collection ......................................................................................... 41
3.3 Respondent .......................................................................................... 44

3.3.1 Population................................................................................................... 44
3.3.2 Sampling ..................................................................................................... 44
3.4 Data Analysis ....................................................................................... 45
3.5 Chapter Summary .............................................................................. 46
CHAPTER FOUR RESULTS AND DISCUSSION ON ISSUE OF

FACILITY MANAGEMENT ON HIGHWAY REST AREA (RNR) ........ 47
4.1 Introduction ......................................................................................... 47
4.2 Questionnaire ...................................................................................... 47
4.3 Questionnaire Structure ..................................................................... 48
4.4 Response Rate...................................................................................... 48
4.5 Findings and Analysis ......................................................................... 49

4.5.1 Section 1: Respondent’s Demographic .............................................. 49
viii
4.5.2 Section 2: To Identify the Common Problem Related to Highway
Rest Area Facility & Determine Critical Issue Related to Highway Rest
Area Facilities ............................................................................................................. 54
4.5.3 Section 3: To recommend way to overcome issues related to
highway rest area facilities...................................................................................... 69
4.6 Discussion............................................................................................. 87
4.6.1 Section 1: Respondent’s Demographic .............................................. 87
4.6.2 Section 2: To Identify the Common Problem Related to Highway
Rest Area Facility & Determine Critical Issue Related to Highway Rest
Area Facilities ............................................................................................................. 88
4.6.3 Section 3: To recommend way to overcome issues related to
highway rest area facilities...................................................................................... 92
4.7 Chapter Summary .............................................................................. 94
CHAPTER FIVE CONCLUSION AND RECOMMENDATION ............ 95
5.1 Introduction ......................................................................................... 95
5.2 Conclusions of the Research Findings............................................... 95

5.2.1 Common Problem Related to Highway Rest Area Facility ......... 96
5.2.2 Critical Issue Related to Highway Rest Area Facilities ................ 96
5.2.3 Recommend way to overcome issues related to highway rest
area facilities ............................................................................................................... 98
5.3 Future Recommendation .................................................................... 99
5.4 Reflection ........................................................................................... 101
REFERENCES............................................................................................. 103
APPENDICES .............................................................................................. 111
ix
LIST OF TABLES
Table 2.1: List of RNR in Malaysia…………………………………………. 20

Table 3.1: Likert scale……………………………………………………….. 40
Table 4.1: Response Rate……………………………………………………. 49
Table 4.2: Respondent's Age………………………………………………… 50
Table 4.3: Respondents’ Educational Level…………………………………. 51
Table 4.4: Frequency of Respondent’s Travel on Highways………………... 52
Table 4.5: Frequency of Respondent’s Use RNR Facilities………………….53
Table 4.6: The Cleanliness of RNR Restrooms Meet Respondent’s
Expectations…………………………………………………….. 54
Table 4.7: The Maintenance of RNR Restrooms Meet Respondent’s
Expectations…………………………………………………….. 56
Table 4.8: Sufficient Parking Spaces for Cars At RNR……………………... 57
Table 4.9: Sufficient Parking Spaces for Truck At RNR……………………. 58
Table 4.10: The Food Court or Restaurants Well-Maintained and Functional 59
Table 4.11: The Prayer Room Well-Maintained and Functional……………. 60
Table 4.12: The Picnic Areas Well-Maintained and Functional…………….. 61
Table 4.13: The Playgrounds for Children Well-Maintained and Functional..63
Table 4.14: The Vending Machines Well-Maintained and Functional……… 64
Table 4.15: The Benches and Seating Well-Maintained and Functional……. 65
Table 4.16: Signage at RNR Is Clear and Helps Respondent’s Find Facilities
Easily……………………………………………………………. 66
Table 4.17: Availability of Electric Vehicle (EV) Charging Stations ………..67
Table 4.18: Develop A System That Efficiently Prioritizes Maintenance Tasks
by Identifying Critical Issues ……………………………………69
Table 4.19: Enhance the Funding Allocation for Facilities in RNR To Improve
Awareness and Operational Efficiency ………………………….71
Table 4.20: Assign Experienced and Certified Professionals to Oversee and
Maintain the RNR Facilities Effectively ………………………...72
Table 4.21: Enhanced Procurement System at RNR Facilities, Streamlining the
Process for Efficiency, and Improved Maintenance Operations ...73
x
Table 4.22: Recommendation of Additional Amenities or Services …………75
Table 4.23: Ranking of Issues in RNR ……………………………………….88
Table 4.24: Ranking of Recommendation in RNR …………………………..93
xi
LIST OF FIGURES
Figure 1.1: Stages of Research Methodology………………………………… 9

Figure 3.1: Research Methodology………………………………………….. 38
Figure 3.2: Statistical Package for the Social Sciences……………………… 45
Figure 4.1: Respondent's Age………………………………………………...50
Figure 4.2: Respondents’ Educational Level………………………………... 51
Figure 4.3: Frequency of Respondent’s Travel on Highways……………….. 52
Figure 4.4: Frequency of Respondent’s Use RNR Facilities………………... 53
Figure 4.5: The Cleanliness of RNR Restrooms Meet Respondent’s
Expectations…………………………………………………….. 55
Figure 4.6: The Maintenance of RNR Restrooms Meet Respondent’s
Expectations…………………………………………………….. 56
Figure 4.7: Sufficient Parking Spaces for Cars At RNR…………………….. 57
Figure 4.8: Sufficient Parking Spaces for Truck At RNR……………………58
Figure 4.9: The Food Court or Restaurants Well-Maintained and Functional.60
Figure 4.10: The Picnic Areas Well-Maintained and Functional …………….62
Figure 4.11: The Playgrounds for Children Well-Maintained and Functional 63
Figure 4.12: The Vending Machines Well-Maintained and Functional……...64
Figure 4.13: The Benches and Seating Well-Maintained and Functional……65
Figure 4.14: Signage at RNR Is Clear and Helps Respondent’s Find Facilities
Easily……………………………………………………………. 67
Figure 4.15: Availability of Electric Vehicle (EV) Charging Stations……… 68
Figure 4.16: Develop A System That Efficiently Prioritizes Maintenance Tasks
by Identifying Critical Issues…………………………………… 70
Figure 4.17: Enhance the Funding Allocation for Facilities in RNR To Improve
Awareness and Operational Efficiency…………………………. 71
Figure 4.18: Assign Experienced and Certified Professionals to Oversee and
Maintain the RNR Facilities Effectively………………………... 72
Figure 4.19: Enhanced Procurement System at RNR Facilities, Streamlining the
Process for Efficiency, and Improved Maintenance Operations... 74
xii
LIST OF ABBREVIATIONS
Abbreviations
RNR / R&R Rest and Relaxation
RSA Rest and Services Area
FM Facilities Management
PROLINTAS Projek Lintasan Kota Holdings Sdn Bhd
KESAS Konsortium Expressway Shah Alam Selangor Sdn Bhd
BESRAYA Sungai Besi Expressway Sdn Bhd
PLUS PLUS Malaysia Berhad
xiii
CHAPTER ONE
INTRODUCTION
1.1 Research Background
Through the execution of several economic strategies, Malaysia has

made great development in both the social and economic spheres over the last
few decades, which then has reached a turning point in its growth route in the
current, more competitive and demanding global economic climate (Lee &
Chew, 2017) .Malaysia is rapidly developing its infrastructure, particularly in
the transportation sector, in order to anticipate the country for the upcoming
Industry 4.0, which will bring about significant technological and innovative
advancements. When it comes to industrialized countries, Malaysia has some of
the greatest transportation infrastructure. Apart from a few other significant
arterial roads, there are now roughly 31 interurban and intraurban
highways/expressways in operation in Malaysia, six of which are in the building
phase, and five more of which are in the planning stage. Occasionally, this
highway network system has made a major contribution to the nation's
economic growth (Sazali & Firdaus, 2019).
According to Yakeen et al (2020), significant investments in road

infrastructure like parking lots and roads have encourage more people to utilize
their cars and increase the usage of car in urban area. Ander & Heriberto (2018)
also stated that if there are more cars on the road, road transportation will
become the most popular means of transportation for both driver and passengers
to undergo various activities in the urban and suburban area. Alongside
improvements in more efficient transit and the sharp rise in economic activity
in modern civilization, roads have become increasingly important and useful
and one of the road categories is highway or known as expressway (Syed et al.,
2022). Highway service facilities are typically crafted to offer diverse services
1
and opportunities based on their intended functions which for instance, carries
vehicular transportation from one location to another that deals with the
provisions for meeting public needs (Fathi et al., 2021 ;Dr Syed Omar et al.,
2022). Based on the Malaysian Highway Authority (MHA) official website in
2024, the overall length of expressway in Malaysia is 2,016.05km, which
consists of 31 concessionaire companies that operating all highways in Malaysia
such as Projek Lintasan Kota Holdings Sdn Bhd (PROLINTAS), Konsortium
Expressway Shah Alam Selangor Sdn Bhd (KESAS) and Sungai Besi
Expressway Sdn Bhd (BESRAYA) and yet PLUS Malaysia Berhad (PLUS) was
the biggest concessionaire among the others. PLUS which operates by UEM
Group Bhd was the nation's expressway, linking Peninsular Malaysia's northern
and southern areas across a distance of more than 1,130 km (PLUS, 2020).
PLUS operates some of the most lucrative highways in the country, including
the North-South Expressway (NSE), which has the longest route of 748km and
the highest traffic volume of 550 million vehicles a year (Liew, 2019). However,
a good condition of any road feature including highway, is significant in
providing a safe and comfortable infrastructure to users, as rest and services
area act as a public space for road elements that offer a safe factor (Ander &
Heriberto, 2018). As a result, PLUS has provided about 24 RNR locations
throughout Malaysia, which may be beneficial for the transportation
requirements of travellers who are looking to relax for a few hours (Jamilahtun
et al, 2020).
A crucial component of the Malaysian travel experience, Rest and

Service Areas (RSA), or well known as "Rest & Relax" (R&R/ RNR) or another
word use in the Malay is “Kawasan Rehat Dan Rawat” public facilities that are
positioned strategically near to major thoroughfares like motorways,
expressways, or highways (Ghazali et al., 2020; Mohamad Faiz &
Norakmarwati, 2020). The North-South Expressway (NSE), which is operated
by PLUS Malaysia Berhad, frequently has rest and service centres (Ghazali et
al., 2020). The installation of RNR was created to guarantee that drivers have a
convenient and safe location to pull over while having access to a range of
2
services offered, and act as an approach for improving traffic safety, particularly
for traveling over long distances of more than 4 hours (Yaroslav et al., 2017;
Ander & Heriberto, 2018). Hami & Nojavan (2020) agreed that potential risk
such as injuries, death, or other threats to physical or mental health can be
reduced by establishing intercity rest zones. As the facility is strategically
positioned, RNR facility stands out as a roadside service facility designed with
parking and rest purposes to meet the needs of road users, providing facilities
for rest, sleeping, eating, toilet use, and inspection of their vehicle (Fathi et al.,
2021). Based on Mohamad Faiz & Norakmarwati (2020) elaboration, RNR in
Malaysia provide a range of facilities that are tailored to meet the essential
requirements of their users since the majority of drivers use these locations to
take advantage of amenities like restrooms, surau (a place of worship for
Muslims), auto-teller machines (ATMs), and public phones. They also use these
areas to rest during their travels by using "wakaf," which serve as rest stops for
drivers, or to repair or maintain their vehicles as they will be using the gas
stations to get fuel and lubricant. Apart of that, it was also used by other people
to change the driver, acquire information, buy items from the mini shop,
entertain youngsters and pets at the playground, and even to sleep.
On the other hand, frequent maintenance is necessary for the optimal

operation of these amenities in RNR, resulting in demands for maintenance of
the building's façade, flooring, air conditioning system, electrical systems, and
utilities which required an efficient facility management (FM) to overview the
overall condition of the building and facilities (Zuraihana Ahmad et al., 2016;
Nordiana et al., 2021). Indeed, the fundamental goal of FM is to keep
maintenance expenses to a minimum while maintaining the level of quality of
the facilities, allowing for effective problem solving (Nordiana et al., 2021).
Zuraihana et al. (2016) also underline the need of monitoring utility usage rates
is crucial in order to apply cost-cutting initiatives. To elaborate, preventive
maintenance is essential for handling costly repairs or any emergency needs that
may occur as the development of facility evolves, especially in complex
facilities where adherence to FM procedures is not followed (Modup et al.,
3
2022). Despite being one of the fastest-growing sectors, the scope and identity
of FM remain ambiguous, reflecting the multidisciplinary nature of the industry,
encompassing various activities, responsibilities, and knowledge domains
(Nordiana et al., 2021). Undertaking a facilities management assessment is quite
beneficial as it covers every aspect of an organization, including rest and service
area facilities, highlighting the integral role of buildings in highway facilities
(Zuraihana Ahmad et al., 2016).
1.2 Problem Statement
RNR plays an important role in improving road safety to effectively

reduce serious accidents due to fatigue, which is a major contributor to human
error in road transport, especially on toll highways commonly utilized for
extensive journeys (Izzul et al., 2017). However, RNR should be always
available to travellers and arranged strategically along travel routes due to their
importance because if they are not sufficiently distributed, their efficacy would
be affected (Pérez-Acebo et al., 2019). The right distribution of service and rest
locations throughout the routes is crucial for them to achieve their goal in
providing safe and convenient area for driver (Ander & Heriberto, 2018;
Mohamad & Norakmarwati, 2020), which the standard distance between the
previous and the following rest areas in Malaysia must be in 25 km for services
area, while 80km for safety rest area (Fathi et al., 2021). According to Fathi et
al. (2021), some respondents may continue driving, while others will park
alongside the road shoulder if the RNR is insufficient on a roadway, resulting in
exhaustion and drowsiness caused by extended driving hours. Fatigue-related
accidents result in more serious injuries and fatalities than other types of
crashes. (J. Herman et al., 2014 as cited in Fathi et al., 2021).
Next, RNR should have enough amenities to handle a variety of

vehicles, such as motorcycle, cars and trucks, to guarantee a smooth and
effective experience for all users, which are currently lacking now (Yaroslav et
al., 2017). The study conducted by Izzul et al. (2017) observed that RNR
4
expressway in Malaysia frequently exceed the capacity of the parking spaces
offered, especially during higher parking demand on each RNR during 12:00
p.m. to 14:00 p.m. on midday and 15:00 p.m. to 17:00 p.m. on evening time
period. Due to the limited spaces during peak hour, truck drivers have been seen
parking their cars on the shoulder of the road near the entrance of several RNR
stops along the route, which may present a serious risk for motorcyclists who
might not be aware of the heavy weight of the vehicles, especially at night
(Norizuan, 2018; Mohamad Faiz & Norakmarwati, 2020). The scarcity of
parking spaces in rest areas further encourages cars and trucks to park illegally
on ramps, the shoulder of the road, or the facility, which creates serious
maintenance problems as well as safety risks (Fathi et al., 2021). It was also
recorded that around ten cars were seen periodically using reserved spots
parking (OKU parking) at RNR close to the Sungai Buloh Bridge north during
a recent break that could make users dissatisfied with the services offered
(Akmal & Zulkifli, 2015; Mohamad Faiz & Norakmarwati, 2020). As a result, it was
advised that insufficient parking spaces are the most important element to
consider when constructing a rest area, while the amount of parking spaces
provided should be carefully considered because different sites will experience
different traffic demand fluctuations (Fathi et al., 2021).
Other than that, the persistent problem of cleanliness, which includes

food sanitation and toilet hygiene, is still a major issue in many public locations,
especially in areas designated for rest and recreation (Mohamad Faiz &
Norakmarwati, 2020). Users find it essential to evaluate food court facilities
since the link between overall experience and food quality can be weakened or
strengthened depending on how customer happiness and food safety interact.
The critical nature of the issue was demonstrated by a case published by Sinar
Harian (2023), which described the sad death of a 54-year-old lady from food
poisoning symptoms following her consumption of a sandwich from Perasing
R&R. This event is a sobering reminder of the actual, potentially fatal
circumstances that might arise at rest and services area. Along with that, there
is still an alarming dearth of knowledge in Malaysia about the hygiene of public
5
restrooms (Mohamad Faiz & Norakmarwati, 2020). Previous survey responses
have also continuously expressed discontent, connecting delays and poor
restroom cleanliness, particularly with regard to women's restrooms (Christian
Ahuma-Smith et al., 2020) . According to research conducted by Huda et al.,
2022) open-access public restrooms are frequently judged unclean, with more
than 70% of respondents complaining about the unacceptable conditions.
According to evaluations conducted by local authorities, over 45% of public
restrooms in Malaysia are rated as just three stars, and only 8% are rated as five
stars. This highlights the critical need for significant improvements to
washroom facilities. However, the assessment being carried out and evaluated
by local authorities themselves is the main reason for the restricted breadth of
research on public restroom assessments in Malaysia (Huda et al., 2022).
1.3 Research Question
Based on the problem statement, the following described the research

question.
1. What is the common problem related to highway rest area facility?
2. What is the critical issue related to highway rest area facilities?
3. What is the way to overcome issues related to highway rest area

facilities?
1.4 Research Aims and Objective
This research aims are to determine and ranking the critical issue of
facilities management in highway rest area in Malaysia.
1. To identify the common problem related to highway rest area facility.
2. To determine critical issue related to highway rest area facilities.
6
3. To recommend way to overcome issues related to highway rest area
facilities.
1.5 Scope and limitation of Research
1.5.1 Scope of Research
The research focuses on identifying and ranking critical issues in

facilities management within highway rest areas in Malaysia. By examining
common problems encountered by various user groups, including frequent
travellers, families, and commercial drivers, the study aims to determine the key
challenges related to highway rest area facilities. Key variables such as
cleanliness, parking facilities, amenities, security, and overall user experience
will be analysed. The research seeks to provide recommendations to overcome
these issues and improve the quality of highway rest area facilities.
1.5.2 Limitations of Research
Challenges in obtaining primary data or limitations in the survey process

may affect the comprehensiveness of the findings. Findings are specific to the
context of highway rest areas in Malaysia and may not be universally applicable.
Recognizing and overcoming these constraints allows researchers to improve
the relevance and reliability of their questionnaire survey on RNR facility
management in Malaysia.
1.5.2.1 Respondent
The difficulty of achieving a high response rate is one major

obstacle that may affect the reliability and applicability of the survey
results. Due to constraints, the sample size may be limited, potentially
resulting in certain groups or regions being underrepresented.
7
1.5.2.2 Methodology
The methodology of the questionnaire survey may be

compromised by self-report bias. Respondents might provide acceptable
responses or overstate their satisfaction with RNR facilities, especially
if they see the survey as an opportunity to influence policy or enhance
services.
1.5.2.3 Area
The study may be limited by focusing solely on RNR facilities

along major highways or expressways in Malaysia's urban areas or
densely populated areas. This narrow geographic focus may neglect the
specific issues and management practices connected with RNR facilities
in underdeveloped areas. As a result, the findings may not fully reflect
the different settings and needs of all RNR institutions in Malaysia.
Other than that, time constraints impact the depth and breadth of the
study, and financial and logistical constraints may have affected access
to certain information or resources during the research process.
1.5.2.4 Location
The research could be limited if the questionnaire survey was

only conducted at specific RNR facilities administered by any particular
Malaysian highway authority or operator. Even while these places might
be significant centres of activity and traffic, it's possible that they don't
fully capture the range of RNR facilities that are overseen by many
stakeholders throughout Malaysia. As a result, the findings may lack
8
generalizability and are not applicable to all RNR facilities in Malaysia,
particularly those run by different agencies.
1.6 Research Methodology
Research methodology is the systematic framework that are utilised by

researchers to conduct a study. It serves as a guidance for the entire research
process, from identifying the research problem to analysing and interpreting the
findings. Researchers can design, conduct, and publish their investigations in
the following structured stages:
Figure 1.1: Stages of Research Methodology
1.6.1 Stage 1: Define Research Problem
Initially, the research will begin by identifying and defining the

particular problem or question that will be addressed in the building
facilities, as these fields are focused on facility management. The issue
statement should be clear, targeted, and applicable to the current state of
the subject of study. The research target was then developed by referring
9
to the study's purpose and achievement, as determined by the research
objectives.
1.6.2 Stage 2: Selecting Topic
Once the research problem has been determined, the researcher

have to select a specific topic to fit an aspect of the problem. This
includes narrowing the scope of the study and identifying essential
variables or topics to be studied. Thus, the research title of A Study on
Issue of Facilities Management on Highway Rest Area (RNR) in
Malaysia was selected and utilized by the researcher.
1.6.3 Stage 3: Data Collection
During this stage, the researcher gathers relevant data or

information that will be used to solve the research problem and address
the research questions. As for this research, quantitative method, which
are questionnaire survey was conducted to obtain the data collection
based on the previous studies in the literature review, which are related
to the A Study on issue of facilities management on highway rest area
(RNR) in Malaysia. The questionnaire included three sections, which is
Section 1 - Respondent Demographic, Section 2 - To identify the
common problem related to highway rest area facility & determine
critical issue related to highway rest area facilities and Section 3 - To
recommend way to overcome issues related to highway rest area
facilities.
10
1.6.4 Stage 4: Data Analysis and Discussion
After gathering the data, the researcher used descriptive statistics

to clarify the research topic and objectives. The data was then analysed
using SPSS (Statistical Package for the Social Sciences) software to aid
in data interpretation in more understandable formats such as charts or
tables before drawing conclusions based on the findings.
1.6.5 Stage 5: Conclusion and Recommendations
The researcher then summarizes the study's major findings and

provides conclusions based on the analysis in Chapter 4. The researcher
has to evaluate whether the acquired data has met the research objective.
Following that, the researcher could offer numerous recommendations
for further research based on their findings.
1.6.6 Stage 6: Checking and Correction
Finally, the researcher and professionals may evaluate the entire

research process to guarantee accuracy, validity, and reliability. This
stage entails looking for mistakes, inconsistencies, or biases in the data
collection and analysis process. Corrections may be made to increase the
research's quality and reliability.
1.7 Statement of significance
The research on highway rest areas in Malaysia is very important

because it deals with key problems that directly affect people's well-being and
11
their experiences while traveling. With Malaysia's highways growing, it's
crucial to make sure rest areas are as useful and comfortable as possible. This
study aims to provide useful information about common issues in highway rest
areas, especially focusing on what travellers, families, and truck drivers need.
By suggesting good ways to fix these problems, the research hopes to help make
rest areas better and safer for everyone. The goal is to improve the overall
quality and satisfaction of people who use these important facilities. This study
isn't just about fixing current issues but also about making sure rest areas can
meet the changing needs of society in the future.
1.8 Chapters Outline
Chapters Outline described the connections between or among the

chapters that are arranged in logical order. These chapters will define the
preliminary contents of each chapter within the scope of the research, as well as
any potential limitation that are beyond the scope of the study. The research
paper structure consists of five chapters: Introduction, Literature Review,
Research Methodology, Data Collection and Analysis, and Discussion and
Conclusions. These chapters will guide the exploration of the topic and the
presentation of findings and recommendations.
1.8.1 Chapter 1: Introduction
Chapter one of this research provides an overview of the research title,

which cover in the introduction, with the identification of problem statement on
the relevant issue on rest and service area in Malaysia. This chapter include the
subheading of research question, research aim and objective, scope and
limitation of research and basic explanation for research methodology, data
analysis including statement of significance.
12
1.8.2 Chapter 2: Literature Review
Chapter two for literature review, is the detailed explanation based on

relevant publications such as books, articles, and journals on the related subject
of the research topic. Researcher will summarize existing information from the
other authors, which then enables the researcher to find pertinent concepts,
methodologies, and limitations in existing research.
1.8.3 Chapter 3: Research Methodology
Chapter three is the explanation on the research methodology used by

the researcher. Research strategy, design and instrument are planned to ensure
that the results are valid and reliable to the research's purposes and objectives,
which includes data collection method based on the research sampling.
1.8.4 Chapter 4: Data Collection, Analysis and Discussion
Chapter Four establishes the findings relating to the required data in

response to the research aim, questions, and objectives outlined in Chapter One.
the data is visually represented using charts or tables, offering clarification, and
aiding in the interpretation process for the researcher. These visual aids serve as
valuable tools in presenting complex information in an accessible format.
1.8.5 Chapter 5: Conclusion and Recommendation
Chapter Five shown the outcomes or findings, providing insights into

their implications and significance for a deeper understanding. The researcher
merges the findings of the investigations, offering a brief summary regarding
13
the collected data. This section serves as end of the research journey, integrating
the empirical evidence and providing closure to the study.
1.9 Chapter Summary
The research introduction, problem statements related to the research

topic, research aim and objectives, research question, scope of the study, the
research methodology that includes data collection and analysis throughout the
study including the chapter outline were all covered in this chapter.
14
CHAPTER TWO
LITERATURE REVIEW
2.1 Introduction
A literature review addresses the requirement for critical examination

and possible interpretation of the expanding topic via incorporating information
produced within a certain field and time span. In order to provide a
comprehensive overview of the researched sources in a research setting, it
thoroughly describes or summarizes a range of academic sources that are
pertinent to the problem, field of study, or theory. This procedure strengthens
the author's credibility and aids viewers understand the topic. Literature reviews
are essential for defining, understanding, defining, and verifying concepts and
theories in a particular field of study in academic research. By creating literature
reviews, it may be beneficial in order to create new knowledge that will be
useful in the future.
The facilities management issue is the main focus of this research,

specifically with reference to Malaysian highway rest areas. The overview of
the rest and relax area (RNR/R&R) will be covered in detail in the first subtopic,
beginning with an introduction, discussion of its significance, and a list of
RNR/R&R locations in Malaysia under PLUS. This section will continue to
discuss the second subtopic, which is related to highway rest area facilities. This
includes RNR/R&R signage, food court/restaurant, Muslim prayer room, picnic
area, playground for kids, benches & seating, toilet management, and the
availability of electric vehicles (EV). The third subtopic, which is based on the
proposal of another researcher, will next address the four (4) solutions to the
problem relating to highway rest area facilities.
15
2.2 Overview of Rest and Relax Area (RNR)
2.2.1 Introduction of Rest and Relax Area (RNR)
The Federal Aid Highway Act of 1956, which created the Interstate
Highway System, is one of the few pieces of federal legislation to have had such
a wide-reaching or lasting effect. The ensuing network of roadways, one of the
biggest public works projects ever, made it easier to travel throughout the nation
and promoted a nation with a significantly more integrated economy. Along
with building the new federal roadways, Congress provided monies to construct
rest areas in places that were sparsely populated. These rest places are certainly
familiar to everyone who has ever driven or used the interstate system while on
vacation with their family. They offer a handy location for travellers to use the
lavatory, eat a picnic lunch or rest from the exhaustion of travelling (Arcadi,
2022) .
Standards for rest areas may differ depending on the location. Along
with accommodating cars and motorcycles, rest areas also provide parking
spaces for larger vehicles such as buses, trucks, and recreational vehicles (Fathi
et al., 2021).Government-operated rest areas are typically situated in remote
rural areas where amenities like fast food restaurants, gas stations, and motels
are often scarce. The location of these rest areas is usually indicated on highway
signs, such as "Seremban Rest and Treatment Area - 10 km," for instance. These
rest areas often offer driving information, maps, and local resources for
travellers. Some may have highway patrol teams present. Additionally, vending
machines, pay phones, gas stations, restaurants, and convenience stores can also
be found in rest areas. Commercial rest areas, operated by private businesses,
typically feature comprehensive facilities including rest centers, gas stations,
video game arcades, recreation centers, and fast-food restaurants, cafeterias, or
food courts, all conveniently located under one roof next to the highway. Some
even provide services catering to business needs, such as automated teller
machines, fax machines, and internet access. In Muslim countries like Malaysia,
16
rest areas on highways also include surau facilities to enable Muslims to pray
during journeys longer than 90 km (2 marhalah; 1 marhalah is approximately
45 km).
According to their functioning, roadside service facilities are often built

to offer a variety of services and opportunities. These facilities can be divided
into two categories: enforcement facilities, sometimes known as fixed weigh
stations or inception stations, and parking facilities, which include rest areas,
parking and rides, and truck stops. However, one of the most popular roadside
service facilities for parking and sleeping is the rest area facility. In essence, this
facility has been set up to offer road users a variety of amenities, including
places to rest, sleep, eat, use the lavatory, and inspect products and vehicles.
Drivers who are drowsy or exhausted use rest zones as safe parking spaces to
stop and rest before continuing their journey. Although commercialised
facilities like gas stations, truck stops, and fast-food chains might offer more
services than rest areas do, rest areas are more comfortable and convenient to
reach on limited access roads. Additionally, rest areas have unique qualities that
are not present at other facilities, such as the availability of parking spaces for
large cars, the possibility to stroll and take in the surroundings, and amenities
that accommodate children and people with disabilities. The location of rest
areas is intended to offer possibilities for pausing along rural routes, between
towns, near state borders, or in significant metropolitan centres where road users
have a high need for services. Facilities at rest areas typically contribute to
increased traffic safety, comfort and convenience for travellers, and easy access
to pertinent information for drivers.
According to their functioning, roadside service facilities are often built

to offer a variety of services and opportunities. These facilities can be divided
into two categories: enforcement facilities, sometimes known as fixed weigh
stations or inception stations, and parking facilities, which include rest areas,
parking and rides, and truck stops. However, one of the most popular roadside
service facilities for parking and sleeping is the rest area facility. In essence, this
facility has been set up to offer road users a variety of amenities, including
17
places to rest, sleep, eat, use the lavatory, and inspect products and vehicles.
Drivers who are drowsy or exhausted use rest zones as safe parking spaces to
stop and rest before continuing their journey. Although commercialised
facilities like gas stations, truck stops, and fast-food chains might offer more
services than rest areas do, rest areas are more comfortable and convenient to
reach on limited access roads. Additionally, rest areas have unique qualities that
are not present at other facilities, such as the availability of parking spaces for
large cars, the possibility to stroll and take in the surroundings, and amenities
that accommodate children and people with disabilities. The location of rest
areas is intended to offer possibilities for pausing along rural routes, between
towns, near state borders, or in significant metropolitan centres where road users
have a high need for services. Facilities at rest areas typically contribute to
increased traffic safety, comfort and convenience for travellers, and easy access
to pertinent information for drivers (Alkhatni et al., 2021).
2.2.2 The Important of Rest and Relax Area
According to data from the West Java Regional Police Traffic

Directorate, there were 90 occurrences of traffic accidents on the Cikopo-
Palimanan Toll Road (Cipali) between June and mid-December 2015, resulting
in a total of 40 fatalities, 18 serious injuries, and 97 minor injuries. The majority
of traffic accidents on Indonesia's longest toll road were caused by driver
drowsiness in 55 incidents, with the remaining occurrences being caused by
inexperienced drivers, human error, or unusable vehicles that failed to obey
traffic warnings. The driver is unstable and rapidly becomes weary, which
makes it difficult for them to maintain control of the vehicle. As a result, an
accident eventually occurred. The road conditions, which are nice and straight,
lead to riders that drive the vehicle (Mardiana, 2020).
Traffic incidents on the CipaliToll Road resulted in material damages

totalling IDR 1.79 billion. To relieve weariness, drivers should take a break
every four hours for at least a half-hour. According to Government Regulation
18
Number 15 from 2005, each stretch of intercity toll highways must have a rest
space and services for the benefit of toll road users. On Thursday, March 31,
2016, the main director of PT. LMS Hudaya Ariyanto informed the Ministry of
Public Works and Housing People (PUPR) in Jakarta that the daily traffic
volume average (LHR) on the Cikopo-Palimanan Toll Road (Cipali) is 25,000
units, with the most popular type of vehicle accounting for the majority of that
number. The Cipali Toll Road is the longest toll road in Indonesia and is mostly
used by class I vehicles, which include sedans, jeeps, pickup trucks, and buses.
Class I vehicle composition is 85%, compared to 15% for group 2 to 4 vehicles.
Existence of rest places as a place for drivers to stop and unwind during their
journey, including eating, drinking, and using the restroom, is supposed to
satisfy their fundamental needs (Mardiana, 2020).
The purpose of the rest area is to lower the number of accidents brought
on by driver-related issues. While this was happening turned to how users
perceived using the rest area. As noted, the creation of rest areas is necessary
for the safety of drivers. Cross-country road accidents frequently result from
drivers being too fatigued and unable to find a rest area, forcing them to continue
their journey while fatigued, which serves as the accident's catalyst. Due to the
increased interest of tourists during the vacation season, facilities, and
infrastructure, such as rest areas on toll highways between cities, started to be
disturbed, leading to congestion and an increase in accidents on intercity routes.
This serves as a motivation for the government to enhance infrastructure that
will increase community comfort and well-being. On high-capacity roadways,
such as toll roads or multi-lane roads that typically serve long-distance travel,
rest spaces are absolutely essential (Rusgiyarto et al., 2021).
Since 2005, PLUS Malaysia Berhad (PLUS) has invested more than
RM250 million to upgrade a number of lay-bys and rest areas (RSAs) to ensure
that motorists enjoy a comfortable trip. RSA and lay-bys are crucial elements of
highway systems, according to PLUS managing director Datuk Noorizah Abd
Hamid, as they not only increase highway safety but also help the local economy
by giving residents access to business opportunities. This is demonstrated by
19
studies showing that lay-bys and RSA along PLUS highways generated more
than 5,500 job possibilities and more than 700 local businesses. In her remarks
at the PLUS RSAs Premier Awards Ceremony held at Persada plus, she noted,
"The rest areas also help to promote local products and domestic tourism. "She
emphasised that PLUS often hosts engagement activities with stall owners at its
RSAs because it thinks that these activities will help not only the owners but
also the general public in a secondary way.
2.2.3 List of Rest and Relax Area (RNR) in Malaysia
There are several amenities for highway users at Rest and Service Areas
(RSA). The following is a list of rest and service area locations in the South
direction of the PLUS Expressway that displays the name of the R&R and the
Kilometres location.
Table 2.1: List of RNR in Malaysia

Kilometres
No. R&R
(KM)
Southbound
1. Gurun KM 80.6
2. Gunung Semanggol KM 194.6
3. Sungai Perak KM 249.3
4. Tapah KM 331.2
5. Ulu Bernam KM 398.8
6. Dengkil KM 23.1
7. Seremban KM 274.4
20
8. Ayer Keroh KM 209.9
9. Pagoh KM 135.5
10. Machap KM 74.7
11. Gelang Patah KM 4.9
Northbound
12. Gurun KM 81.1
13. Gunung Semanggol KM 196.0
14. Sungai Perak KM 249.3
15. Tapah KM 332.3
16. Rawang KM 440.0
17. Dengkil KM 23.5
18. Seremban KM 272.2
19. Ayer Keroh KM 205.1
20. Pagoh KM 146.6
21. Machap KM 74.6
22. Gelang Patah KM 5.7
This R&R facility, which is spaced out every 80–100 kilometres, is well-
maintained to guarantee that every highway user travels in comfort and safety.
A major focus of RSA's ongoing improvements is overall hygiene, particularly
the cleanliness of restrooms and food stands.
21
2.3 Issue Related to Highway Rest Area Facilities
2.3.1 Toilet Management
Malaysian public toilets are negatively perceived due to a low level of

awareness regarding cleanliness, as evidenced by 2013 statistics indicating that
only 61% of the 10,257 public toilets met satisfactory conditions. The statement
suggests that the subpar state of public toilets can potentially damage the
country's image, as the cleanliness of these facilities is seen as a reflection of
societal values, with dirty toilets implying a lack of concern for hygiene and
irresponsibility in maintaining public facilities (Nur Imani Abdullah,
2016).Cleanliness of toilet also come from maintenance. Toilets must be
encouraged to clean and to always provide adequate toilet facilities. Regular
preventive maintenance should be performed, such as inspecting sanitary
fixtures, sensors, and mechanical systems to ensure they are in good working
order, as well as oiling hinges. Daily general cleaning is essential and should be
performed in a systematic sequence to prevent previously cleaned areas from
becoming wet and soiled again before the entire cleaning process is completed
(Tommy et al., 2022). Previous survey responses done by the researcher have
continuously expressed discontent, in which connecting delays and poor
restroom cleanliness during the holidays period (Christian et al., 2020).Some
public toilets in Malaysia are still far from the clean category, with an unpleasant
smell which could be present due to not flushing after use, faulty and insufficient
basic amenities. This could be associated with the public toilet provided by RNR
(Huda et al., 2022).
According to (Vijenthi Nair & Ashok Krishnan, 2014) Kuala Lumpur

City Hall has demolished 12 of the Automatic Street Toilets built at a cost of
RM400,000 each. The reason of demolish is because of “uneconomical to
manage”. In simpler terms, the maintenance costs associated with these
Automatic Street Toilets were deemed too high, making their continued
operation economically unsustainable. The phrase "uneconomical to manage"
22
suggests that the ongoing expenses for maintaining and servicing these toilets
exceeded the perceived benefits or usage they provided. As a result, the City
Hall chose to demolish these facilities rather than bear the ongoing financial
burden of their maintenance. This specific case illustrates that, in the context of
public toilets, the cost of maintenance can indeed play a significant role in
decision-making processes, and high maintenance costs may lead authorities to
consider alternative solutions such as demolition.
2.3.2 Car & Truck Parking Space
Due to a high rate of car ownership, Malaysia has seen a rapid increase
in the number of vehicles on the road in recent years. In the upcoming years,
congestion will result from an increase in the number of vehicles on the road if
the current trend is maintained. In addition, the demand for parking rises in
direct proportion to the number of vehicles on the road. As a result, the traffic
volume generated or drawn to these land uses needs to be estimated by traffic
engineers and transportation planners (Abd Wahab et al., 2015). According to
Izzul et al. (2017), there is a higher demand for parking at RNR during midday
(12:00 p.m. to 14:00 p.m.) and in the evening (15:00 p.m. to 17:00 p.m.). These
time periods likely coincide with times when travellers make stops at these
areas. Not every car that enters the RNR parks in the parking area. Some
passengers stop briefly or use the area for other purposes, like refuelling.
Crucially, the RNR total parking capacity remained unaffected by this varied
use. There were differences in the average number of vehicles parked per hour
on different days weekdays and weekends. This implies a day-of-the-week
variance in parking demand, with weekends seeing higher levels than weekdays.
The estimate is that between 10% and 20% of truck and bus crashes in
the US are caused by drivers who were tired when the accident happened. Driver
fatigue is caused by a variety of factors, including physiological conditions like
known medical disorders that interfere with sleep, make one feel tired, or
change sleep patterns. Workplace conditions also have a significant impact;
23
commercial vehicle drivers' patterns and behaviours are impacted by irregular
work hours resulting from just-in-time delivery requirements and adherence to
hours-of-service (National Academies of Sciences, 2016).Approximately 75%
of truck drivers who responded to the survey said they had trouble finding
parking when they needed to take a break, and 90% said they had problems at
night. The results point to the need for additional truck parking, particularly on
parkways and other federally designated National Network routes. To solve this,
new truck rest areas, particularly on parkways, should be constructed in addition
to the expansion of current rest areas. Increasing the number of public rest areas
and commercial truck stops may aid in the reduction of driver fatigue in
commercial vehicles (Bunn et al., 2019). According to Ghazali et al
(2020),found that there's not enough truck parking space, and this is supported
by respondents expressing dissatisfaction with the limited parking facilities. The
study revealed that factors like age and race don't significantly impact the
satisfaction level with parking areas. Out of 385 respondents, the average rating
for their satisfaction with parking facilities was 2.8, indicating a response
between satisfaction and dissatisfaction.
2.3.3 Restaurant
Rest and Service Areas mainly provide services related to food and
drinks. It is a widely held belief that when people spend more money on a
product, they should expect a level of quality and service that matches their
expectations (Mohamad Faiz & Norakmarwati, 2020).In assessing the amount
of connection between the quality of food served and the level of customer
satisfaction, food safety plays a crucial role as a mediator. Food safety is an
important mediating factor that can strengthen or weaken the relationship
between customers' overall satisfaction and the perceived quality of the food
offerings (Ghulam Mohaydin et al., 2017). Some restaurants set themselves
apart by giving priority to the four cost, quality of food, quality of service, and
atmosphere. These components have a significant impact on overall design and
24
human factor satisfaction, which in turn shapes the dining experience for
customers (Karki & Panthi, 2018). Guests at rest and service areas can evaluate
the food court facilities by rating the quality of the food selections and the level
of service they receive. Furthermore, by giving local communities a venue to
exhibit and promote their goods in a sustainable market setting, RSAs help to
build local community support (Mohamad Faiz & Norakmarwati, 2020). Sad
death of a 54-year-old lady from food poisoning symptoms following her
consumption of a sandwich from Perasing R&R (Sinar Harian,2023).
2.3.4 Muslim Prayer Room
According to Adila et al. (2021), Malaysia is a country where Islam has

the status of an official religion, with the Malaysian community being a Muslim
majority of 63.7%. The Surau is a common public space amenity in countries
where Islam is the dominant religion. It is a designated area for Muslims to pray.
A place of worship for Muslims should be easily reachable by the surrounding
community, inclusive, and friendly to everyone, especially those with
disabilities. It ought to include sections devoted to examining religious
teachings and scientific discourse. Mosques and other Islamic places of worship
must also be designed and built with resource conservation in mind by utilising
sustainable design principles and energy-efficient equipment (Mohamad Faiz &
Norakmarwati Ishak, 2020). These characteristics help to create a facility that
can have a positive impact on the neighbourhood and the environment as a
whole. In addition, Muslims cannot participate in acts of worship without the
provision of seating (Napitupulu et al., 2018). Four key components had a major
impact on the standard of environments in places of worship for the Muslim
community. In addition to fundamental elements like comfort, accessibility,
safety, security, and timeliness, these also include design, hygiene, proximity,
and capacity. Mosques attracted a lot of visitors, and this feature was found to
be the most persuasive factor influencing travel motivations for the destination's
attributes (Athifah et al., 2020). However, the studies undergo by Adila et al.,
25
(2021) has revealed that several respondents voiced their displeasure with the
prayer room area due to the space limitations in the prayer rooms when many
people are using them at once. Not only that, Siti Ayeshah & Haji Abdul Hafidz
(2022) adds another Limitations such as a secluded entrance, a poorly ventilated
area, a lack of necessary items such as prayer hijab and prayer mat, and an
inconvenient location of the ablution area have significantly contributed to the
feeling of being unwelcome and uncomfortable because they are greatly
inconvenienced when they need to pray there.
2.3.5 Picnic Area
Pavilions have a long and illustrious history in architecture. Many

garden designers throughout ancient China adopted these age-old constructions,
using them as customary buildings intended for relaxation and the
contemplation of beautiful scenery (Luo et al., 2022). Covered buildings such
as pavilions or gazebos are common in city parks and are well-liked features
that entice residents and visitors for leisurely moments of relaxation. (Mu et al.,
2021). The pavilion/gazebo provides a short-term area in which people can relax
and carry out activities in a public setting. Pavilions come in a variety of designs
and constructions, with the main goal being to use locally available materials,
such as wood varieties like coconut timber. (Makalew et al., 2023). The public
should have easy access to the gazebo facility, emphasising the importance of
specific criteria in its provision. These criteria include connectivity, ease of
access, safety measures, comfort, and clarity of the surrounding environment.
The goal is to make sure that the gazebo is easily accessible and user-
friendly(Makalew et al., 2023). Apart from the beautiful scenery and facilities
provided, Nor Akmar et al., (2019) admitted problem with littering in paths and
other public spaces such as the RNR picnic area or gazebo has become a major
issue, as people usually have their snacks while resting there and leave small
pieces of paper, wrappers, chips packaging, bottle, cups, plastic straws,
26
including cigarette butts, which can reduce the level of comfort for other RNR
users.
2.3.6 Children Playground
Playing is a fundamental and integral method of knowledge acquisition

that children engage in naturally and instinctively. It is also a vital tool in their
developmental journey. The outdoors is an important place for children to learn
important life lessons and to socialise. A well-planned play area becomes an
important and beneficial element in this developmental process, offering a place
where kids can explore, learn, and develop holistically (Ahmad Sid & Hassan,
2014). Playground safety is increasingly a source of worry. A number of
incidents have occurred, bringing attention to the safety concerns in these areas.
Playgrounds are meant to help kids develop and improve their communication
skills, but there's a worrying increase in serious accidents and other possible
risks. Since this directly affects children's safety and well-being, local
authorities in charge of playground supervision need to take this seriously. For
these areas to continue supporting children's development without endangering
their health and safety, intervention and enhanced safety measures are essential
(Mohd et al., 2020) A study revealed that every three months in our nation, there
are 3,000 cases of injuries that happen on playgrounds. The majority of the
injuries happened to kids in the five- to nine-year-old age range. Generally, it is
frequently determined that the playground surface is the primary cause of
injuries (Dr Marimuthu Nadason, 2015). According to Tan Sri Lee Lam Thye,
a thorough safety evaluation of every public playground in the nation is
necessary to help local authorities identify problems and put appropriate safety
measures in place to prevent accidents. As the chairman of the National Institute
of Occupational Safety and Health (NIOSH), he emphasized that the recent
incident involving the tragic death of a 15-year-old girl in a playground accident
in Kepong serves as a poignant lesson. It underscores the importance of not
overlooking safety considerations at playgrounds (Sinar Harian, 2018).
27
2.3.7 Vending Machine
A vending machine is an automated device that allows users to pay using

cash, credit cards, or other payment methods to obtain a variety of products,
including food, drinks, and even smokes, in a convenient and timely manner.
(Hayder et al., 2021). In the last few years, specialty vending machines have
become more common, which it can provide a wider range of products than
standard vending machines (Malhotra et al., 2023). Since they are easier to find
than going to a restaurant and waiting at least half an hour, people with hectic
schedules frequently choose to buy snack foods or other unhealthy options
(Mimi Nadhirah et al., 2022). According to Malhotra et al., (2023), it is crucial
to ensure that the vending machine will effectively operates for a long run
because issues due to poor maintenance could arise, such as banknotes being
refused by the vending machine particularly if they are wrinkled, the change
might be off, a piece of equipment might jam before being freed and the access
panel for the products on vending machines may get worn out and dented within
age. Other than that, Mudasir & Saunak (2023) also mentioned that issues such
as vandalism, theft, and illegal access to vending machine contents are tangible
risks that may occur as a result of the large amount of money in a machine,
which increases the possibility of vandalism that could interfere the machine
operation.
2.3.8 Benches and Seating
The bench's usefulness as a fundamental component promotes social

cohesiveness and makes it easier to highlight or extract a location's identity.
(Skibińska & Wieczorek, 2017).Because seating allows people to participate in
a variety of activities for extended periods of time, it is essential to improving
the social dynamics of public spaces. The provision of thoughtfully designed
seating has the potential to enhance the health and well-being of the community.
Seating components add to the overall vibrancy and positive atmosphere by
28
offering safe and welcoming areas for people to relax and relieve stress. (Oram
et al., 2018). Benches situated in public areas play a significant role in fostering
interpersonal connections and cultivating a sense of belonging within the local
community (Skibińska & Wieczorek, 2017). However, Mohammad & Asal
(2021) discovered that the majority of public spaces have deficiencies in the
quality and quantity of seating area provision, such as the number of benches or
the condition of the surfaces for sitting, which could be linked to the inadequate
number of benches in the RNR during holiday periods.
2.3.9 RNR Signage
Signs perform various roles in the communication of information; these

roles include informing people about services and facilities, directing people to
particular locations, identifying services and facilities with identification signs,
and issuing warnings or safety instructions with safety and regulatory signs. In
various contexts, every kind of sign is vital for conveying important information
(Dhananjay Singh, 2014), Signage graphics, symbols, and textual elements are
critical in assisting individuals in temporarily memorising their positions during
indoor navigation. Simplified graphic signage has distinct advantages in that it
facilitates memory and communication among individuals, attracting attention.
Indoor navigation relies heavily on signage, which serves as the foundation for
planning destination routes and determining one's current location. Improving
the informational capacity of signage graphics and symbols aids in
environmental legibility (Li et al., 2023). The installation of several signage by
PLUS to remind heavy vehicle drivers not to misuse the emergency lane, rest
area entry, and exit slip roads highlights the persistent issue of unauthorized use
of these lanes by drivers, posing safety hazards and disruptions to traffic flow
within the R&R areas (Malay mail 2019).
29
2.3.10 Electric Vehicle (EV) Availability
Electric vehicles (EVs) are viewed as a crucial piece of technology that

will power cars in the future. Major international automakers believe electric
vehicles (EVs) will transform the road transport industry and are giving them
high priority. In Malaysia, the use of electric vehicles has grown in significance
lately (Veza et al., 2022). As part of the strategy to transition to a low-carbon
economy, Malaysia aims to have 100,000 electric vehicles on the road by 2030
in order to lessen dependency on fossil fuels (Izwan & Yamin, 2023).
Depending on whether purchasing an EV for personal use or for a company
fleet, private individuals are more concerned with attitudes, lifestyle,
personalities, and self-image, while fleet purchasers are more concerned with
things like risk perception, corporate culture, and company image. However,
environmental concerns come in last for both parties (Muzir et al., 2022).
The EV industry sees an opportunity to increase local vehicle production

in Malaysia, but it will be difficult to convince Malaysians to buy and make
them affordable given the country's current socioeconomic situation. Malaysia
needs to catch up in creating efficient business models and promoting local
manufacturing to have a prosperous and affordable EV market (Muzir et al.,
2022). Malaysian are concerned about the availability of public EV chargers for
electric vehicles (EVs) in addition to the cost of RM12,000 for every 22kW of
EV Charging (Renault Malaysia, 2015 as cited in Adam, 2016). Not only that,
the study conducted by Adam (2016) also indicated that the main barrier
affecting EV station installation progress faced by the company or agency is
regulatory approvals and vandalism or copper theft. Enough EV charging
stations is essential to allay worries about electric vehicle travel and promote
the use of electric vehicles in Malaysia. The transportation industry is facing
several obstacles in its transition to electric vehicles, such as high vehicle costs
for purchase, a lack of charging stations, and doubts about the battery's capacity
to meet anticipated lifespan and travel distances (Muzir et al., 2022).
30
There are not enough electric vehicle (EV) charging stations in Malaysia
to keep up with the country's rising demand. According to Chang Lih Kang, the
Minister of Science, Technology, and Innovation, there are currently only
roughly 1,000 EV charging stations, a significant decrease from the 10,000
stations that are anticipated by 2025. As Kang notes, the Malaysian market for
EVs is still relatively young, and manufacturers are finding it difficult to break
into the market due to the underdeveloped EV ecosystem, which is typified by
a dearth of charging stations. After seeing Alibaba Cloud and Agmo Holdings
Bhd sign a Memorandum of Understanding (MoU), he expressed these worries
to reporters, highlighting the continued difficulties and the pressing need for
additional infrastructure development in Malaysia's electric vehicle (EV) sector
(Bernama, 2023).
The statement highlights difficulties faced by Malaysians who use

electric vehicles (EVs), particularly along the country's east coast. Travelling to
the east coast remains challenging and requires careful planning, even with
improvements made to the charging infrastructure between Kuala Lumpur (KL)
and Penang. The absence of public charging stations is Malaysians' top concern
regarding battery-powered electric vehicles (EVs), according to a Deloitte study
cited in the statement. The east coast of the Malaysian Peninsula is referred to
by many electric vehicle users as an "EV desert," denoting the scarcity of
charging stations in that region. The report uses information from the PlugShare
app, which tracks charging stations, to support this. There was a dearth of
charging infrastructure in the eastern portion of the peninsula at the time of the
report, with only 36 charging stations in Pahang, six in Terengganu, and five in
Kelantan (Bernama, 2023).
31
2.4 Ways to Overcome Issue Related to Highway Rest Area
Facilities
2.4.1 Development of System with Efficient Priorities

Maintenance Task
AR/MR glasses can serve as a tool for providing necessary information

and guidance to field staff during maintenance activities. This guidance can be
delivered through remote collaboration, allowing supervisors to offer real-time
feedback on the performance of field staff. The glasses can also use image
processing to capture and analyse the user's gestures, providing feedback based
on their actions. Additionally, the glasses can record maintenance sessions,
creating a valuable resource for future quality checks if needed. The proposed
framework aims to enhance QA/QC processes comprehensively while reducing
the time and personnel required for these tasks. Feedback from QA/QC
activities can be utilized to update training requirements and improve
instructions provided to field personnel, leading to enhanced performance. the
information collected over time through these processes can support data-driven
decision-making. The consistent and continuous collection and analysis of data
help identify patterns and facilitate updates to the system accordingly. This
approach not only improves the efficiency of QA/QC but also avoids data
duplication by utilizing information collected in one process for another (Ensafi
et al., 2021).
2.4.2 Enhance The Funding Allocation for Facilities In RNR
Lack of funds or inadequate budget provision poses a significant

obstacle for maintenance departments. All participants in the study expressed a
unanimous view that the budget allocated for maintenance should be increased
to align with the specific needs of each facility. The inadequacy of funds is
32
recognized as a factor that negatively impacts the success of maintenance
efforts. For instance, one participant highlighted that the main challenge faced
is the "lack of funds. The significance of carefully assessing budget allocations
based on the legitimate needs for maintenance work and matching maintenance
with actual needs (Simpeh et al., 2023). Increasing maintenance funds within
an organization has the potential to enhance the efficiency of the maintenance
department. The kind and plan of maintenance should be taken into
consideration when determining the budget. The recommendation emphasizes
that the government should consider increasing maintenance funds, and these
allocations should be tailored to the specific needs of each facility (Ganisen et
al., 2015).
Funding allocation for facilities in RNR, addressing the crucial need for
adequate financial resources to support efficient maintenance and ensure the
upkeep of these facilities. Several suggestions from participants in the study
support this recommendation, such as "Increase budget or merge budget based
on assessment done," "Have clear budget allocations," and "Increase budget for
the facility/maintenance team." These measures are seen as essential for
enabling maintenance departments to procure necessary equipment and
materials required for efficient maintenance work (Simpeh et al., 2023).
2.4.3 Assigning Experiences and Certified Professional in

Managing RNR Facilities
Several participants highlighted the need for government maintenance

departments to appoint more skilled and qualified personnel while
implementing effective training mechanisms. It is emphasized that many
departments are facing challenges due to vacant positions, and there is a
consensus on the urgency of recruiting individuals with specific skills and
expertise. For instance, Participant 6 pointed out the necessity for the
government to employ more people, especially those with skills and expertise,
33
and stressed the importance of ongoing training. Other participants echoed
similar sentiments, suggesting strategies such as employing skilled and
qualified personnel, filling vacant positions, and instituting effective training
mechanisms. The sub-themes that emerged from the findings include the
significance of employing personnel with the requisite expertise and
capabilities, as underscored by Participant 1. (Simpeh et al., 2023).Competent
individuals with practical or theoretical knowledge and experience are crucial
for the successful execution of maintenance work. The competent person in
maintenance must possess a blend of practical and theoretical knowledge, skills
in defect detection, decision-making abilities, and exhibit independence and
impartiality in ensuring the safety and functionality of the structures(Akasah et
al., 2011).
2.4.4 Implementing an Enhanced Procurement System at RNR

Facilities
The current procurement system in place may be contributing to various

issues within departments. Specifically, it highlights concerns about
unnecessary administrative burdens and delays in procuring equipment for in-
house maintenance work. The recommendation emphasizes the need for an
enhanced procurement system that is transparent and easy to apply, anticipating
that such improvements can lead to better overall performance (Simpeh et al.,
2023). The crucial role of the procurement system in determining overall client
satisfaction and project success, particularly in the context of building
maintenance management. The importance of selecting a suitable procurement
strategy and implementing it effectively as key success factors in building
maintenance projects. The recommendation to implement an enhanced
procurement system at RNR facilities stems from the understanding that an
improved and well-aligned procurement approach contributes significantly to
the success of projects and overall client satisfaction (Chua et al., 2014). The
significance of selecting an appropriate procurement strategy in the context of
34
maintenance work. The choice of a procurement strategy has distinct effects on
the time, quality, and cost aspects of maintenance projects. The need to
determine and develop suitable procurement systems is emphasized,
particularly in facilitating the timely allocation of resources to maintenance
teams. The recommendation to implement an enhanced procurement system at
RNR facilities is grounded in the understanding that the right procurement
method is essential for achieving optimal maintenance performance (Simpeh et
al., 2023)
35
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Introduction
A research methodology is a method for methodically addressing a

research topic. It could contain a number of procedures that are typically
followed by a researcher when examining his research problem. To elaborate,
the genuine method of gathering and analysing data is explained, and the
rationale for the specific research approach selected is given. The approach used
in the study to obtain reliable data based on the research's stated objectives will
be covered in chapter three, including research instrument, research strategy,
research design, data collection, and research responder that will be utilized to
gather data, which will then be analysed using the data analysis software.
3.2 Research Method
Building study on existing knowledge and linking it to it is the

foundation of all academic research activity, regardless of subject. As a result,
accuracy should be a top concern for all academics. This work, however, has
grown increasingly difficult. Knowledge generation in the field of business
research is increasing at an incredible rate while staying fragmented and
multidisciplinary. This makes it difficult to stay up with cutting edge research
and remain at the forefront, as well as to appraise the collective evidence in a
certain study area. This is why the literature review is more important than ever
as a research approach. A literature review is a more or less methodical method
of gathering and synthesising prior research. As a research approach, a
successful and well-conducted review establishes a solid basis for increasing
knowledge and aiding theory development (Snyder, 2019).
36
A research technique is a method for solving a research problem in a
methodical manner. It may be thought of as a science that studies how scientific
research is conducted. In it, we look at the many processes that a researcher
takes when examining a research issue, as well as the reasoning behind them.
The researcher must understand not only the research methods/techniques but
also the methodology. Researchers must not only understand how to create
specific indices or tests, calculate the mean, mode, median, standard deviation,
or chi-square, and apply specific research techniques, but they must also
understand which of these methods or techniques are relevant and which are
not, and what they mean. Researchers must also comprehend the assumptions
underpinning diverse methodologies, as well as the criteria by which they may
determine whether some techniques and processes are appropriate to certain
issues and others are not. All of this means that the researcher must create his
approach for his problem, as it may differ from one to the next (Mimansha Patel
& Nitin Patel, 2019).
Qualitative research is a wide phrase that encompasses research

approaches that deal with phenomena by studying experiences, behaviours, and
relationships without the use of statistics, mathematics, or numerical data
processing. The qualitative technique, also known as a word-based research
strategy, often provides answers to research questions such as (a) what, (b) how,
(c) when, and (d) where. Among other things, qualitative research may be
characterised as a series of interpretative procedures that attempt to describe,
decipher, and communicate concepts and phenomena rather than recording the
frequency of specific societal phenomena (Basias & Pollalis, 2018).
The research methodology is an important component of the research

study, providing a thorough review and reflection on the methodologies used.
Its major goal is to evaluate the research methodology's applicability, efficacy,
and sufficiency in addressing the research objectives and answering the research
questions.
37
Figure 3.1: Research Methodology
38
3.2.1 Research Strategy
. Qualitative approach such as observation and interview are the research

methodologies that are employed in this study for the data collection.
3.2.2 Research Design
It is a strategy that offers the underlying framework to integrate all parts

of a quantitative study so that the results are reliable, devoid of bias, and as
generalizable as possible. "The glue that holds the research project together is
research design." The study design dictates how participants are chosen, what
variables are included and how they are changed, how data is gathered and
analysed, and how unnecessary variability is managed in order to solve the
overarching research topic. Regardless matter how sophisticated the statistical
analysis is, the researcher's results may be meaningless if an ineffective research
design was utilised. As a result, design decisions both restrict and support the
final results (Sharon Anderson Dannels, 2019).
The research design is meant to give a suitable structure for a study. The
choice of research technique is a critical decision in the research design process
because it defines how relevant information for a study will be gathered; yet the
research design process comprises several connected considerations(Evon Abu,
2018).
In general, there are two sorts of research designs: quantitative research

and qualitative research. However, only quantitative research will be utilised to
acquire primary data through observation and interviews, while secondary data
would be gathered from journals, books, articles, and other similar sources. In
stage two, the interview part is prepared with questions to be asked of a
responsible person in the maintenance of R&R. The third stage of the research
was devoted to data analysis and discussion. The final part of the investigation
39
is conclusions and recommendations. As a result, the research approach utilised
in this study was used to discover solutions to the identified issue.
3.2.3 Research Instruments
Data was gathered through a survey comprising closed-ended questions.

A quantitative research approach utilizing questionnaires was employed to
collect data from clients and other professionals in the construction industry for
this investigation. In this research, the Likert scale was utilized in sections 2 and
3. The Likert scale serves as a widely utilized rating system for gauging
individuals' opinions, attitudes, or preferences. Respondents can indicate their
level of agreement, satisfaction, or perceived importance on a graded scale
through the Likert scale, offering various response options to capture the
nuances of their sentiments or attitudes. This scale facilitates the collection of
quantitative data and enables the analysis of the intensity and direction of
individual preferences or viewpoints. One of the most important rating scales
used in social science research as a measurement instrument is the Likert scale
(Mumu et al., 2022). One of the most basic and widely used psychometric
instruments in social science and educational research is the Likert scale. (Joshi
et al., 2015). Likert scales ask respondents to rate their degree of agreement or
disagreement with a set of statements regarding a subject (Mumu et al., 2022).
Table 3.1: Likert scale
Level of Strongly Strongly

Disagree Neutral Agree
Agreement Disagree Agree
Scale 1 2 3 4 5
40
Based on the table 3.1 above, respondents are required to answer 5-point
Likert scale based on their level of agreement for each of the statement using a
scale of; 1) to strongly disagree, 2) to disagree, 3) to neutral, 4) to agree and 5)
to strongly agree.
3.2.4 Data Collection
3.2.4.1 Primary Data Collection
i) Survey Questionnaire
Creating the survey instrument is equivalent to creating a
detailed guide for navigating Malaysia's highway rest area. This
important stage has been carefully planned to reveal the finer points and
difficulties that these facilities encounter. The survey is a well-crafted
instrument designed to probe deeply into common problems, pinpoint
important details, and uncover areas that may be improved. It consists
of a wide range of questions with predetermined response alternatives,
such multiple-choice questions for quantitative analysis, and open-
ended questions that let participants freely express their opinions.
Consider the survey to be an educational guide, carefully

designed to enable accessible for people from all backgrounds,
providing an inclusive atmosphere for exchanging thoughts. Participants
are able to explain their experiences in detail since the questions are
straightforward and concise, which facilitates understanding. Creating a
respondent-friendly environment is the main goal, making it easier for
people to freely express their opinions. Afterwards, the gathered answers
serve as the basis for other stages, such as in-depth examinations, which
provide a more profound understanding of Malaysia's highway rest area.
41
ii) Data Analysis
Upon completion of the data collection process, the next stage is
to use advanced techniques to take the collected data and understand its
implications in order to derive valuable insights. With regard to the
quantitative components, the technique consists of a systematic
statistical analysis that attempts to reveal hidden patterns and
correlations within the dataset. Simultaneously, a thorough investigation
takes place when participant narratives and details are examined in an
effort to identify themes and subtle clues included in their answers.
This methodological approach goes beyond simple computations

and into the field of data exploration. It represents more than just
carrying out mathematical operations; it's a challenge, an attempt to
reveal fascinating aspects hidden in the data. Following the investigation
process, a complete and detailed summary is created to ensure clarity
and comprehension. This synopsis conveys the results and acts as a
guide for developing workable suggestions to improve Malaysian
highway rest places. It is similar to turning the whole dataset into a
manual for enhancement, which makes the user experience better for
users.
3.2.4.2 Secondary Data Collection (Literature review)
In form of a literature review, it is vital in this research to make data

collection from other authors regarding the highway rest areas in Malaysia. This
process involves delving into existing information, studies, and writings
concerning the management and challenges of highway rest areas. By doing so,
existing knowledge from academic literature, industry reports, and other
relevant publications is utilized.
This comprehensive review aims to provide a thorough understanding

of the common problems, critical issues, and potential solutions related to
highway rest areas. It builds upon the insights already discovered by others,
42
forming a robust foundation for the research. Hence, this approach helps
identify gaps in existing knowledge and guides the collection of the new
valuable information. Through a detailed examination of existing literature,
different viewpoints, methods, and findings from past research are explored.
This not only enriches the understanding but also aids in designing a well-
informed research study on highway rest areas in Malaysia. The goal is to ensure
that the study is grounded in previous work, contributing to a more
comprehensive and insightful exploration of the subject.
This study also employs qualitative research methodology to collect

secondary data to develop an understanding of the findings from observations.
The availability of secondary data has become much easier since the expense of
electronic media and the internet, taking significantly less time than collecting
primary data and allowing for the collection of more data.
i) Journals and article

This study gathered knowledge and information pertaining to
and related to the research through journals and articles containing
topics relating to the effects of climate change on building materials.
These references are taken from reliable sources, such as academic
journal articles. Data collection will not only help to strengthen the study
but will also aid in the analysis of the information to obtain good
research results.
ii) Online research

This study also gathered data in the form of information from
research papers, journal articles, web sites, web blogs, and e-books on
the topic of suitable building material for building maintenance via the
Internet. References to the article are taken from credible sources, such
as articles published by government agencies. The data collection would
aid in supporting the theory and observations.
43
3.3 Respondent
3.3.1 Population
In the process of participant identification for this study, a random

sampling approach was employed to ensure a diverse and inclusive
representation of individuals who routinely utilize highways and engage with
facilities at rest and recreation areas (RNR). The randomness in participant
selection is crucial for capturing a wide spectrum of experiences and
perspectives, allowing for a comprehensive exploration of challenges and
opportunities related to highway rest areas. By including individuals with
varying travel patterns and preferences, the research aims to offer insights that
resonate with the broader population of highway users, making the findings
more applicable and reflective of the diverse needs within the community. This
approach enhances the robustness and generalizability of the study's outcomes,
providing a nuanced understanding of the factors influencing the highway rest
area experience.
3.3.2 Sampling
The sampling methodology employed in this study adheres to the

principles of random sampling. Random sampling is a systematic and unbiased
approach to participant selection, ensuring that each individual within the target
population has an equal chance of being included in the research. In the context
of this study, the use of random sampling involves the random selection of
individuals who regularly utilize highways and engage with rest and service
areas (RNR).
This method is particularly valuable in capturing a representative cross-

section of highway users, as it minimizes the potential for selection bias and
allows for a more comprehensive exploration of the diverse experiences and
44
opinions related to highway rest areas. By randomly selecting participants, the
study aims to obtain a sample that mirrors the broader population, enhancing
the reliability and generalizability of the research findings. Random sampling is
a recognized and rigorous technique that contributes to the robustness and
validity of the study's outcomes.
3.4 Data Analysis
Data analysis refers to the process of transforming, examining raw data

to identify patterns, trends, and insights by using modelling data to discover
useful information, draw conclusions, and support the research issue. According
to Bhatia (2017), data analysis helps the researcher make better decisions by
transforming the complex data that is currently available into a format that is
legible, clear, and decisive. As shown in the figure 3.2, the data will be analysed
using the Statistical Package for the Social Sciences (SPSS) that allow the
researcher to do a statistical analysis on their own and generate visualizations
like tables and charts, that are used to explain the findings of data analysis.
Following the compilation of all the data, recommendations and conclusions
were added with the regard of the revealed data analysis.
Figure 3.2: Statistical Package for the Social Sciences
45
3.5 Chapter Summary
In conclusion, this section outlines the research methodology for the

study titled “a study on issue of facilities management on highway rest area
(RNR) in Malaysia. It covers essential aspects such as the sample size
determination, tools used for data collection, and the detailed procedures for
gathering data through structured questionnaires aligned with the research's
objectives. Additionally, valuable insights and suggestions from respondents
will be gathered, providing a resource for future researchers undertaking studies
in this area. This methodological framework aims to ensure the thoroughness
and relevance of the research, contributing to the continuous improvement of
highway rest areas in Malaysia.
46
CHAPTER FOUR
RESULTS AND DISCUSSION ON ISSUE OF FACILITY
MANAGEMENT ON HIGHWAY REST AREA (RNR)
4.1 Introduction
The findings from the questionnaire survey that was completed will be
covered in this chapter. This chapter provides an overview of the respondents'
backgrounds and analyses the findings in considering the research's objectives.
Excel and SPSS were the tools used for the data analysis.150 questionnaires
were sent verbally in total. After distributing the online survey to construction
industry professionals, 104 responses were obtained. Three sections were
created from this set of questionnaires, and each one represents the objectives
of the investigation. Tables and figures are utilized to better explain the topics
to be covered and to clearly illustrate the research findings.
4.2 Questionnaire
This questionnaire was undertaken to investigate common issues and

recommend improvements for Rest and Service Areas (RNR) facilities along
the PLUS (Projek Lebuhraya Utara Selatan Berhad) highway. The research
focused on gathering insights from a diverse group of respondents, including
highway users, to identify prevalent challenges and critical issues associated
with the highway rest area facilities. The survey aimed to understand the
perspectives of the participants and leverage their experiences to shape future
practices in managing and enhancing RNR facilities along the highway.
Participants were selected based on their engagement with these facilities,
ensuring a well-rounded representation of the various stakeholders involved.
47
The primary objectives of the survey were to identify the common
problems associated with highway rest area facilities, determine critical issues
that significantly impact user experiences, and recommend effective strategies
to overcome these challenges. The research sought to address the need for
improvements in the facilities, ensuring that they align with the expectations
and requirements of highway users. By collecting valuable insights from the
survey respondents, the research aimed to contribute meaningful
recommendations for the enhancement of RNR facilities, focusing on practical
and feasible solutions to address the identified issues.
4.3 Questionnaire Structure
The questionnaires were separated into the following three components

based on the research objectives:
i. Section 1: Respondent Demographic
ii. Section 2: To identify the common problem related to highway rest
area facility & determine critical issue related to highway rest area
facilities.
iii. Section 3: To recommend way to overcome issues related to
highway rest area facilities.
4.4 Response Rate
According to Kevin et al. (2017), most of the survey researchers have

believed that obtaining a high response rate is the best approach to get impartial
48
estimates. Hence, 150 number of respondents is targeted to answered for this
survey.
Table 4.1: Response Rate

Particular Number of
Percentage
respondents
Total number targeted

150 100%
respondents
Number of return
104 69.3%
respondent
As can be observed from the above table, out of the total number of
targeted respondents, 69.3% of the questionnaires were returned by
respondents. In contrast, 30.7% of respondents did not complete the
questionnaire and provide their feedback. Hence, only 104 number of
respondents have been collected. It could be linked to the relationship between
the outcome of interest and the decision among the participant to participate in
the survey (Kevin et al.,2017).
4.5 Findings and Analysis
4.5.1 Section 1: Respondent’s Demographic
Section 1 will analyse the respondent’s background, which consist of

four (4) question such as respondents’ age, respondents’ educational level,
frequency of respondent’s travel on highways and frequency of respondent’s use
RNR facilities.
49
4.5.1.1 Respondents Age
Table 4.2: Respondent's Age

Age Frequency Percent
20 – 30 years 53 51.0
30 – 40 years 7 6.7
40 – 50 years 14 13.5
50 – 60 years 30 28.8
Total 104 100.0
Figure 4.1: Respondent's Age

The age group with the highest percentage of respondents, "20 – 30
years," resulting in the majority at 51.0%, is "20 – 30 years," according to the
pie chart and table provided. The "50 –groupsears" category comes in close
second with 28.8% of all respondents, indicating an important amount of
participation from individuals within this age group. In addition, with 13.5% of
all respondents, the "40 – 50 years" group show a moderate response. Among
the age groups that were given, the age group "30 – 40 years" is the lowest
response rate, which makes up only 6.7% of the total respondents. In a nutshell,
based on the age distribution given in questionnaire, participants between the
ages of 20 and 30 were the most engaged, closely followed by those between
50
the ages of 50 and 60. However, according to the data the "30 – 40 years" group
showed the least amount of involvement.
4.5.1.2 Respondents’ Educational Level
Table 4.3: Respondents’ Educational Level

Education Frequency Percent
Certificate 13 12.5
Diploma 23 22.1
Bachelor 60 57.7
Master 7 6.7
Doctor of Philosophy (PhD) 1 1.0

Total 104 100.0
Figure 4.2: Respondents’ Educational Level

Following the data on education levels from the table and pie chart, it
was found that "Bachelor," that makes up for the majority of responses at 57.7%,
has the highest percentage of respondents. The "Diploma" category, which has
22.1% of all respondents, comes in close second, showing a significant
percentage of respondents from those with a diploma. Additionally, the
51
"Certificate" level, which represents 12.5% of all respondents, indicates a
significant but somewhat modest level of participation in this survey. The
response rate for the education level "Master" is 6.7%, indicating a relatively
lower participant. With only 1.0% of all respondents, the "Doctor of Philosophy
(PhD)" category has the lowest response rate out of all the education levels
given.
4.5.1.3 Frequency of Respondent’s Travel on Highways
Table 4.4: Frequency of Respondent’s Travel on Highways

Often Travel on Highways Frequency Percent
Daily 11 10.6
Weekly 25 24.0
Monthly 37 35.6
Rarely 31 29.8
Total 104 100.0
Figure 4.3: Frequency of Respondent’s Travel on Highways

Regarding the inquiry of "How often do you travel on highways?", the
data reveals that the majority of participants, or 35.6% of the total, belong to the
"Monthly" category. This indicates that a significant percentage of the
52
individuals within study makes monthly trips on highways. Next, with 24.0%
of respondents, comes the "Weekly" category, which suggests a high frequency
of weekly highway travel. In addition, the "Rarely" category has a surprising
response rate of 29.8% of all respondents, indicating that quite a few of
participants rarely use highways. The percentage of respondents who said they
regularly travelled on highways is 10.6% in the "Daily" category, which
indicates a smaller but significant portion of the population surveyed.
4.5.1.4 Frequency of Respondent’s Use RNR Facilities
Table 4.5: Frequency of Respondent’s Use RNR Facilities

Frequent used RNR Facilities Frequency Percent
1 1.0
Daily
16 15.4
Weekly
Monthly 39 37.5
48 46.2
Rarely
Total 104 100.0
Figure 4.4: Frequency of Respondent’s Use RNR Facilities
53
With the question, "How frequently do you use RNR Facilities?" The
data indicates that 46.2% of the total respondents fall into the "Rarely" category.
This indicates a significant number of survey respondents only occasionally use
RNR facilities. rarely, 37.5% of respondents fall into the "Monthly" category,
indicating a high rate of monthly usage. Furthermore, a significant response of
15.4% of all respondents falls under the "Weekly" category, indicating that a
smaller but no less significant portion of participants use RNR facilities on a
weekly basis. With 1.0% of respondents reporting daily use of RNR facilities,
the "Daily" category shows a very small portion of the population surveyed
actually using RNR facilities on a daily basis.
4.5.2 Section 2: To Identify the Common Problem Related to

Highway Rest Area Facility & Determine Critical Issue
Related to Highway Rest Area Facilities
Section 2 will determine the common problem, as well as focusing the

critical issue related to highway rest area facilities. There are twelve (12)
questions regarding the issue related to the current facilities in highway rest
area.
4.5.2.1 The cleanliness of RNR Restrooms Meet Respondent’s

Expectations
Table 4.6: The Cleanliness of RNR Restrooms Meet Respondent’s

Expectations
Answer Frequency Percent
1 Strongly Disagree 1 1.0
2 Disagree 14 13.5
3 Neutral 33 31.7
54
4 Agree 45 43.3
5 Strongly Agree 11 10.6

Total 104 100.0
Figure 4.5: The Cleanliness of RNR Restrooms Meet Respondent’s

Expectations
For the response, "The cleanliness and RNR restrooms meet my

expectations," the data shows that a significant number of respondents 43.3%
of the total agree with this statement. This indicates that a sizable portion of
survey respondents thought the RNR facilities' restrooms were of a satisfactory
standard and cleanliness. Subsequently, the "Neutral" category comprises
31.7% of the respondents, indicating a significant percentage of people who
express neither strongly agree nor disagree. Furthermore, the percentages in the
"Disagree" and "Strongly Disagree" categories are lower, at 1.0% and 13.5%,
respectively. This suggests that only a minor portion of participants had
unfavourable opinions about the standard and cleanliness of RNR restrooms.
55
4.5.2.2 The Maintenance of RNR Restrooms Meet
Respondent’s Expectations
Table 4.7: The Maintenance of RNR Restrooms Meet Respondent’s

Expectations
2 Disagree 15 14.4
3 Neutral 31 29.8
4 Agree 48 46.2
Total 104 100.0
Figure 4.6: The Maintenance of RNR Restrooms Meet Respondent’s

Expectations
In response to the statement "The maintenance of RNR restrooms meets

my expectations," the data indicates that a significant portion of respondents
"Agree" with this statement, comprising 46.2% of the total individuals. This
suggests that a substantial number of surveyed participants find the maintenance
of restrooms in RNR facilities to be satisfy. Following this, the "Neutral"
category represents 29.8% of respondents, indicating a considerable proportion
56
of individuals who neither strongly agree nor disagree. Moreover, the
"Disagree" and "Strongly Disagree" categories show lower percentages, with
14.4% and 1.9%, respectively. This indicates that a relatively small percentage
of participants have negative perceptions regarding the maintenance of RNR
restrooms.
4.5.2.3 Sufficient Parking Spaces for Cars At RNR
Table 4.8: Sufficient Parking Spaces for Cars At RNR

2 Disagree 24 23.1
3 Neutral 38 36.5
4 Agree 26 25.0

Total 104 100.0
Figure 4.7: Sufficient Parking Spaces for Cars At RNR
In response to the statement "There are sufficient parking spaces for cars
at RNR," the data indicates that a significant portion of respondents "Agree"
with this statement, comprising 25.0% of the total individuals. This suggests
57
that a substantial number of surveyed participants find that there are sufficient
parking spaces for cars at RNR facilities. Following this, the "Neutral" category
represents 36.5% of respondents, indicating a considerable proportion of
individuals who neither strongly agree nor disagree. Moreover, the "Disagree"
and "Strongly Disagree" categories show lower percentages, with 23.1% and
7.7%, respectively. This indicates that a relatively small percentage of
participants have negative perceptions regarding the availability of parking
spaces for cars at RNR facilities.
4.5.2.4 Sufficient Parking Spaces for Truck At RNR
Table 4.9: Sufficient Parking Spaces for Truck At RNR

2 Disagree 23 22.1
3 Neutral 34 32.7
4 Agree 37 35.6

Total 104 100.0
Figure 4.8: Sufficient Parking Spaces for Truck At RNR
58
Regarding the question "There are enough parking spaces for trucks at
RNR," the data reveals that a sizeable percentage of respondents, that is, 35.6%
of the total agree with this statement. This implies that a significant portion of
respondents to the survey believe that RNR facilities have enough truck parking
spaces. After that, 32.7% of respondents fall into the "Neutral" category,
signifying a sizeable percentage of people who are neither strongly in strongly
agree nor disagree. Furthermore, the percentages in the "Disagree" and
"Strongly Disagree" categories are lower, at 22.1% and 4.8%, respectively. This
suggests that only a small portion of participants had unfavourable opinions
about the availability of truck parking spaces at RNR facilities.
4.5.2.5 The Food Court or Restaurants Well-Maintained and

Functional
Table 4.10: The Food Court or Restaurants Well-Maintained and Functional

2 Disagree 12 11.5
3 Neutral 29 27.9
4 Agree 52 50.0

Total 104 100.0
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Figure 4.9: The Food Court or Restaurants Well-Maintained and Functional
In response to the statement in figure 4.9 above, the data indicates that a
significant portion of respondents "Agree" with this statement, comprising
50.0% of the total individuals. This suggests that a substantial number of
surveyed participants find that the food court or restaurants at RNR facilities are
well-maintained and functional. Following this, the "Neutral" category
and "Strongly Disagree" categories show lower percentages, with 11.5% and
1.9%, respectively. This indicates that a relatively small percentage of
participants have negative perceptions regarding the maintenance and
functionality of the food court or restaurants at RNR facilities.
4.5.2.6 The Prayer Room Well-Maintained and Functional
Table 4.11: The Prayer Room Well-Maintained and Functional

2 Disagree 30 28.8
3 Neutral 51 49.0
4 Agree 16 15.4
Total 104 100.0
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Figure 1 1: The Prayer Room Well-Maintained and Functional
In response to the statement "The Prayer room is well-maintained and

functional," the data indicates that a significant portion of respondents "Agree"
that a substantial number of surveyed participants find that the prayer room at
RNR facilities is well-maintained and functional. Following this, the "Neutral"
"Disagree" category shows a lower percentage, with 6.7%, and the "Strongly
Disagree" category is not present in this table. This indicates that a relatively
small percentage of participants have negative perceptions regarding the
maintenance and functionality of the prayer room at RNR facilities.
4.5.2.7 The Picnic Areas Well-Maintained and Functional
Table 4.12: The Picnic Areas Well-Maintained and Functional

2 Disagree 18 17.3
3 Neutral 33 31.7
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4 Agree 46 44.2

Total 104 100.0
Figure 4.10: The Picnic Areas Well-Maintained and Functional

In response to the statement "The Picnic Areas are well-maintained and
functional," the data indicates that a significant portion of respondents "Agree"
that a substantial number of surveyed participants find that the picnic areas at
RNR facilities are well-maintained and functional. Following this, the "Neutral"
"Disagree" and "Strongly Disagree" categories show lower percentages, with
17.3% and 1.0%, respectively. This indicates that a relatively small percentage
of participants have negative perceptions regarding the maintenance and
functionality of the picnic areas at RNR facilities.
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4.5.2.8 The Playgrounds for Children Well-Maintained and
Functional
Table 4.13: The Playgrounds for Children Well-Maintained and Functional

2 Disagree 18 17.3
3 Neutral 38 36.5
4 Agree 38 36.5

Total 104 100.0
Figure 4.11: The Playgrounds for Children Well-Maintained and Functional

In response to the statement "The Playgrounds for Children are well-
maintained and functional," the data indicates that a significant portion of
respondents "Agree" with this statement, comprising 36.5% of the total
individuals. This suggests that a substantial number of surveyed participants
find that the playgrounds for children at RNR facilities are well-maintained and
functional. Following this, the "Neutral" category represents another 36.5% of
respondents, indicating a considerable proportion of individuals who neither
strongly agree nor disagree. Moreover, the "Disagree" category shows a lower
percentage, with 17.3%, and the "Strongly Disagree" category is not absent in
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this table. This indicates that a relatively small percentage of participants have
negative perceptions regarding the maintenance and functionality of the
playgrounds for children at RNR facilities.
4.5.2.9 The Vending Machines Well-Maintained and Functional
Table 4.14: The Vending Machines Well-Maintained and Functional

2 Disagree 31 29.8
3 Neutral 52 50.0
4 Agree 10 9.6

Total 104 100.0
Figure 4.12: The Vending Machines Well-Maintained and Functional

In response to the statement "The Vending Machines are well-
find that the vending machines at RNR facilities are well-maintained and
functional. Following this, the "Neutral" category represents 29.8% of
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strongly agree nor disagree. Moreover, the "Disagree" category shows a lower
percentage, with 10.6%, and the "Strongly Disagree" category is not present in
this table, which indicates only small percentage of participants have negative
perceptions regarding the maintenance and functionality of the vending
machines at RNR facilities.
4.5.2.10 The Benches and Seating Well-Maintained and

Functional
Table 4.15: The Benches and Seating Well-Maintained and Functional

2 Disagree 14 13.5
3 Neutral 32 30.8
4 Agree 47 45.2

Total 104 100.0
Figure 4.13: The Benches and Seating Well-Maintained and Functional

In response to the statement "The Benches and Seating are well-
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find that the benches and seating at RNR facilities are well-maintained and
functional. Following this, the "Neutral" category represents 30.8% of
respondents, while the "Disagree" category shows a lower percentage, with
13.5%, and the "Strongly Disagree" category is present at 1.0%. It shown that a
relatively small percentage of participants have negative perceptions towards
the maintenance and functionality of the benches and seating at RNR facilities.
4.5.2.11 Signage at RNR Is Clear and Helps Respondent’s Find

Facilities Easily
Table 4.16: Signage at RNR Is Clear and Helps Respondent’s Find Facilities
Easily
2 Disagree 15 14.4
3 Neutral 58 55.8
4 Agree 23 22.1

Total 104 100.0
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Figure 4.14: Signage at RNR Is Clear and Helps Respondent’s Find Facilities
Easily
In response to the statement "The signage at RNR is clear and helps me
find facilities easily," the data indicates that a significant portion of respondents
"Agree" with this statement, comprising 55.8% of the total individuals. This
suggests that a substantial number of surveyed participants find that the signage
at RNR facilities is clear and aids in locating facilities easily. Following this, the
"Neutral" category represents 14.4% of respondents, indicating a considerable
proportion of individuals who neither strongly agree nor disagree. Moreover,
the "Disagree" category shows a lower percentage, with 7.7%, and the "Strongly
Disagree" category is not present in this table. This indicates that a relatively
small percentage of participants have negative perceptions regarding the clarity
and helpfulness of signage at RNR facilities.
4.5.2.12 Availability of Electric Vehicle (EV) Charging Stations

at Highway RNR Is Adequate
Table 4.17: Availability of Electric Vehicle (EV) Charging Stations

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2 Disagree 27 26.0
3 Neutral 40 38.5
4 Agree 22 21.2

Total 104 100.0
Figure 4.15: Availability of Electric Vehicle (EV) Charging Stations

In response to the statement figure 4.15 above, the data indicates that a
significant portion of respondents "Agree" with this statement, comprising
38.5% of the total individuals. This suggests that a substantial number of
surveyed participants find that the availability of EV charging stations at
highway RNR facilities is adequate. Following this, the "Neutral" category
category shows a lower percentage, with 7.7%, and the "Strongly Disagree"
category is present at 6.7%. This indicates that a relatively small percentage of
participants have negative perceptions regarding the adequacy of EV charging
stations at highway RNR facilities.
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4.5.3 Section 3: To recommend way to overcome issues related
to highway rest area facilities.
Section 3 will examine the recommend way to overcome issues related

to highway rest area facilities. It contains four (4) questions of close-ended
questions of recommendation and one (1) question of open- ended question,
where respondents’ is free to allocate their own additional recommendations to
further improve the current RNR facilities.
4.5.3.1 Develop A System That Efficiently Prioritizes

Maintenance Tasks by Identifying Critical Issues and
Determining Which Ones Should Be Addressed First
Table 4.18: Develop A System That Efficiently Prioritizes Maintenance Tasks

by Identifying Critical Issues
2 Disagree - -
3 Neutral 22 21.2
4 Agree 40 38.5
Total 104 100.0
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Figure 4.16: Develop A System That Efficiently Prioritizes Maintenance Tasks
by Identifying Critical Issues
77.9% of respondents, or a significant proportion of the total, indicated

that they "Agree" or "Strongly Agree" with the recommendation to ""Develop
a system that efficiently prioritizes maintenance tasks by identifying critical
issues and determining which ones should be addressed first." This implies that
a sizable portion of survey respondents are in favour of creating a system to
effectively priorities maintenance tasks. After that, 21.2% of respondents fall
into the "Neutral" category, which indicates a sizeable percentage of people who
are neither strongly in agreement nor disagreement. The 1.0% presence of the
"Strongly Disagree" category indicates that a relatively small proportion of
participants strongly disagree with this recommendation.
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4.5.3.2 Enhance The Funding Allocation for Facilities in RNR
To Improve Awareness and Operational Efficiency
Table 4.19: Enhance the Funding Allocation for Facilities in RNR To Improve
Awareness and Operational Efficiency
2 Disagree - -
3 Neutral 20 19.2
4 Agree 46 44.2
Total 104 100.0
Figure 4.17: Enhance the Funding Allocation for Facilities in RNR To

Improve Awareness and Operational Efficiency
In response to the recommendation "Enhance the funding allocation for
facilities in RNR to improve awareness and operational efficiency," the data
indicates that a significant portion of respondents "Agree" or "Strongly Agree"
with this recommendation, comprising 79.8% of the total individuals. This
suggests that a substantial number of surveyed participants support the idea of
increasing funding allocation to enhance awareness and operational efficiency
of facilities in RNR. Following this, the "Neutral" category represents 19.2% of
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strongly agree nor disagree. The "Strongly Disagree" category is present at
1.0%, suggesting that only a very small percentage of participants strongly
disagree with this recommendation.
4.5.3.3 Assign Experienced and Certified Professionals to

Oversee and Maintain the RNR Facilities Effectively
Table 4.20: Assign Experienced and Certified Professionals to Oversee and

Maintain the RNR Facilities Effectively
2 Disagree 1 1.0
3 Neutral 17 16.3
4 Agree 40 38.5

Total 104 100.0
Figure 4.18: Assign Experienced and Certified Professionals to Oversee and

Maintain the RNR Facilities Effectively
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In response to the recommendation "Assign experienced and certified
professionals to oversee and maintain RNR facilities effectively," the data
indicates that a significant portion of respondents "Agree" or "Strongly Agree"
with this recommendation, comprising 81.8% of the total individuals. This
suggests that a substantial number of surveyed participants support the idea of
assigning experienced and certified professionals to enhance the oversight and
maintenance of RNR facilities. Following this, the "Neutral" category
individuals who neither strongly agree nor disagree. The "Disagree" and
"Strongly Disagree" categories are present at 1.0% each, suggesting that only a
very small percentage of participants express disagreement with this
recommendation.
4.5.3.4 Implement An Enhanced Procurement System at RNR

Facilities, Streamlining the Process for Efficiency and
Improved Maintenance Operations
Table 4.21: Enhanced Procurement System at RNR Facilities, Streamlining the

Process for Efficiency, and Improved Maintenance Operations
1 Strongly Disagree - -
2 Disagree 2 1.9
3 Neutral 16 15.4
4 Agree 46 44.2
Total 104 100.0
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Figure 4.19: Enhanced Procurement System at RNR Facilities, Streamlining
the Process for Efficiency, and Improved Maintenance Operations
In response to the recommendation "Implement an enhanced

procurement system at RNR facilities, streamlining the process for efficiency
and improved maintenance operations," the data indicates that a significant
portion of respondents "Agree" or "Strongly Agree" with this recommendation,
comprising 82.7% of the total individuals. This suggests that a substantial
number of surveyed participants support the idea of implementing an enhanced
procurement system to streamline processes for efficiency and improve
maintenance operations at RNR facilities. Following this, the "Neutral"
of individuals who neither strongly agree nor disagree. The "Disagree" category
is present at 1.9%, suggesting that only a very small percentage of participants
express disagreement with this recommendation.
74
4.5.3.5 Additional Amenities or Services Recommend by
Respondent to Improve the Convenience and Comfort of
Highway RNR Facilities
Table 4.22: Recommendation of Additional Amenities or Services

No. Recommendation of Additional Amenities or Services Keyword
1 i. Provide reliable and high-speed WIFI internet access. WIFI, Lounge

Area, Baby
ii. Family lounge area, and baby changing facilities.
Changing,
iii. Designate quiet zones Quiet Zone,
Cleanliness,
iv. Ensure clean and well-maintained restroom facilities, Healthy Food,
equipped with amenities. Outdoor
v. Include a variety of healthy and nutritious food options at Facilities,
the food court area. Security
vi. Develop outdoor spaces with walking paths, seating

areas, and green space.
vii. Enhanced security protocols such as surveillance
cameras, and security personnel
2 Smoking Area like in Japan Smoking

Area
3 Smoking area need to be improved as most commercial Smoking
drivers are smokers Area
4 Increase the facilities for OKU OKU

Facilities
5 Provide bigger Surau and TV area for children Surau and TV

Area
6 More parking spaces Parking
7 Allocate more facilities and parking spaces for the elders, OKU
single parents and OKU drivers Facilities
8 Providing free Wi-Fi is essential since not all RNR areas WIFI
have line
9 Develop Clinic and Mini market Clinic and

mini market
10 Develop hotel or motel Hotel
11 Increase beaches in front of the toilet Toilet
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12 Improve cleanliness and provide healthy food Cleanliness
and Healthy
Food
13 A clean environment and avoid selling smelly, dirty and Cleanliness

expired food products
14 Covered walkway from parking lots to the building Covered

Walkaway
16 Add Pharmacy Pharmacy
17 Touch & Go Top Up centre Touch n go
18 Lounge Area Lounge Area
19 Add more cleaners at every section at RNR Cleaners
20 To provide more parking space for trucks and buses due to Parking
shortage of parking space.
21 Increase car parking space Parking
22 Bigger parking space Parking
23 Include ATM machine ATM

Machine
24 Include ATM and massage chair ATM

Machine
25 Better management handling Management
26 charging room Charging

Room
Out of the 104 respondents, 26 people actively participated in the open-

ended question by sharing their opinions on the suggested course of action. It is
important to highlight that some respondents declined to answer the open-ended
question, suggesting that participant involvement with the recommendation
varied.
i) Parking:
The critical need for improved parking facilities at Rest and
Service Areas (RNR) was one of the most common keywords that
emerged from the open-ended responses. Respondents emphasised the
importance of more parking spaces in order to accommodate the
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growing number of travellers. There is particular concern about a lack
of parking space for various user groups, including the elderly, single
parents, and drivers with disabilities (OKU). This emphasises the
significance of inclusivity and accessibility in parking lot design and
allocation.
More parking spaces are also needed, according to the

respondents, to accommodate bigger cars like buses and trucks. The
difficulties encountered by commercial drivers who depend on these
locations for rest stops during their travels are illuminated by this
recommendation. The demand for larger parking spots emphasises how
important it is to review and expand the current infrastructure to
accommodate a wide variety of traveller needs.
ii) Cleanliness:
As a major concern among respondents, cleanliness emerged as
a second prominent keyword, reflecting their expectations of a hygienic
and sanitary environment at Rest and Service Areas (RNR). The
respondents emphasised the need for amenities that enhance the user
experience and stressed the significance of keeping restrooms tidy and
well-stocked.
Respondents voiced concerns about general RNR area

cleanliness in addition to lavatory cleanliness. Offering healthy food
options and refraining from selling odorous, unclean, or expired food
items were given special attention. This demonstrates a comprehensive
approach to cleanliness that considers the calibre of food offerings in
addition to physical areas.
Furthermore, the recommendation to increase the number of

cleaners at each RNR facility area emphasises how crucial regular
maintenance and upkeep are. In addition to being seen as an indicator of
77
the calibre of the facilities, cleanliness is also thought to have a direct
impact on the health and wellbeing of visitors using these areas.
iii) OKU Facilities:

The respondents' concern for the well-being and convenience of
individuals with disabilities, A third prominent keyword in these
recommendations for improving Rest and Service Areas (RNR)
facilities, known as Orang Kurang Upaya (OKU), emerged. The call for
more OKU facilities reflects a caring and inclusive approach to highway
rest stops.
To begin, respondents advocated for a more robust allocation of

facilities and parking spaces specifically designed to meet the needs of
OKU students. This recommendation goes beyond physical
accessibility, recognising the importance of designing spaces that are
accommodating and considerate of the special needs of this
demographic. The emphasis on providing facilities for elders, single
parents, and OKU drivers, in addition to parking spaces, demonstrates a
commitment to creating an inclusive and supportive environment for a
diverse range of travellers.
The demand for more OKU facilities is in line with larger social
movements that support inclusivity and accessibility. Respondents are
pushing for improvements that are more accessible and equitable for
highway rest stops by making recommendations that are specific to the
needs of OKU people. This recommendation reflects a sincere desire to
create spaces that enable people with disabilities to comfortably
navigate and enjoy RNR facilities, rather than just satisfying regulatory
requirements.
This advice also represents a cultural shift in favour of

acknowledging the various needs of every traveller. It highlights the
78
significance of recognising and resolving the difficulties experienced by
OKU people, thereby reiterating the idea that highway facilities need to
be planned with the comfort and well-being of all users in mind.
iv) WIFI:
The respondents' emphasis on offering dependable, fast WIFI
internet access at Rest and Service Areas (RNR) is indicative of how
important connectivity is becoming to contemporary travel experiences.
The demand for WIFI services highlights the understanding that these
locations are essential stops on the journey, where visitors frequently
need to stay connected for a variety of reasons.
First of all, a modern lifestyle where connectivity connects with

work, communication, and leisure is in line with the recommendation
for dependable and fast WIFI. Whether on family vacations or business
trips, travellers depend more and more on the internet for entertainment,
communication, and navigation. Respondents who support strong WIFI
services are indicating that they want RNR facilities to become more
than just rest stops; they want them to become dynamic places that meet
the needs of today's tech-savvy tourists.
Furthermore, the demand for free Wi-Fi, particularly in places

where network coverage may be spotty, demonstrates a dedication to
guaranteeing that every traveller, no matter where they are, can take
advantage of seamless connectivity. To promote a more inclusive and
equitable travel experience, this recommendation attempts to close any
potential gaps in digital access while acknowledging the diverse
demographics of highway users.
Additionally, the respondents' emphasis on WIFI services

reflects the changing expectations of travellers who look for amenities
at RNR properties beyond the bare minimum. It is advised to recognise
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the diverse functions these locations play in today's travel environment,
acting not only as places to rest but also as centres of activity,
productivity, and connection.
v) Lounge Area:
Including a family lounge area and baby changing facilities, as
suggested by the respondents, highlights a more comprehensive idea of
Rest and Service Areas (RNR) as essential elements of the travel
experience rather than merely temporary rest stops. The demand for
areas specifically designed to accommodate families with young
children demonstrates a sophisticated awareness of the varied
demographics and changing requirements of contemporary tourists.
First of all, the suggestion for a family lounge area considers the
evolving nature of travel, as families increasingly utilise RNR amenities
as places for rest, renewal, and quality time together. Supporters of a
dedicated family lounge express their view that RNR areas should be
considered more than just places to rest; rather, they should be places
that enhance the whole travel experience, particularly for families with
small children.
A family-centric approach is supported by the provision of baby

changing facilities, which recognise the pragmatic requirements of
parents who are travelling with young children. This suggestion
demonstrates a dedication to providing family-friendly amenities as well
as a desire to design inclusive areas that meet the unique needs of various
traveller demographics.
In addition, the proposal for a family lounge area deviate from

the traditional understanding of RNR facilities as strictly functional
areas. Rather, it embodies a concept of these locations as social centres,
enticing visitors to enjoy memorable moments with their families in
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cosy, well-appointed settings. This is consistent with the wider trend in
travel preferences, where people look for experiences that enhance the
trip overall and go beyond simple functionality.
vi) Smoking Area:

The recommendations for smoking areas within Rest and Service
Areas (RNR) provide an insightful look at travellers' changing
expectations and preferences. The first suggestion, expressing a desire
for a smoking area similar to those found in Japan, represents a desire
for innovative and well-designed spaces that go beyond mere regulatory
compliance.
The allusion to Japan raises the bar for excellence in the design
of smoking areas, where these areas are designed to improve the overall
ambience and aesthetics of the surrounding area in addition to being
specifically designated for smokers. As a result, this recommendation
reflects a desire for smoking areas that are more than just functional but
also contribute positively to the overall atmosphere of the RNR facility.
Moreover, the demand for better smoking areas, especially for

commercial drivers who smoke, demonstrates a sophisticated
comprehension of the particular requirements of particular traveller
demographics. The suggestion emphasises the significance of designing
smoking areas to accommodate the needs of commercial drivers, who
are known to smoke frequently. This shows a dedication to diversity and
an understanding of the various tastes and routines of people who use
RNR facilities.
Furthermore, the emphasis on enhancing smoking areas is

indicative of a broader movement to designate areas that are not only
legally compliant but also consider the comfort and happiness of all
passengers. It suggests designing smoking areas that are aesthetically
81
pleasing, well-maintained, and supportive of a positive overall
experience—a shift away from traditional smoking areas that could be
perceived as remote or neglected spaces.
vii) Healthy Food:

The guidelines regarding the provision of rich in nutrients and
healthful food options in Rest and Service Areas (RNR) demonstrate the
increasing recognition and focus on encouraging travellers' dietary
choices and overall well-being. The first suggestion, which calls for a
range of wholesome food options at the food court area, highlights a
change in expectations for dining experiences while travelling towards
one that is more comprehensive and health conscious.
The demand for a wide variety of healthful food options is

indicative of an intention on the part of RNR facilities to go beyond
conventional fast-food selections and adopt a more inclusive menu that
accommodates a range of dietary requirements. This advice is in line
with broader societal trends that show people are becoming more aware
of their health and looking for quick, wholesome meals, even though
when they are travelling.
Moreover, the recommendation to serve healthful food and

maintain better cleanliness shows that eating habits and hygiene are
related. In addition to seeking out destinations that support their health
objectives, tourists also anticipate a dedication to food safety and
hygiene standards. This recommendation suggests that a satisfying
dining experience encompasses not only the food's nutritional value but
also the general hygienic conditions of the food service areas.
The emphasis on not selling smelly, dirty, or expired food

products emphasises the significance of quality control and food safety
measures. It implies a desire for RNR facilities to maintain high food
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management standards, ensuring that the offerings are not only healthy
but also fresh, clean, and free of any unpleasant odours.
viii) Outdoor Facilities:

Within Rest and Service Areas (RNR), it is recommended to
create outdoor areas with walking paths, seating areas, and green spaces.
This reflects a desire for improved recreational amenities and a chance
to connect with nature while on vacation. This recommendation
highlights a more general change in travellers' expectations, going
beyond the conventional view of RNR facilities as merely rest stops to
areas that provide a comprehensive and revitalising experience.
The argument for walking routes suggests that people understand

how important it is to be physically active and to travel in good health.
More and more tourists are looking for chances to get some fresh air, do
some light exercise, and reap the health benefits of mobility outside.
Walking paths are one way that RNR facilities can satisfy the needs of
the health-conscious tourist who appreciates including physical activity
in their trip.
Seating sections are essential to establishing a welcoming and

comfortable atmosphere for visitors. This suggestion recognises how
important it is to have enough seats so that people can rest, unwind, and
mingle. In addition to improving passengers' physical comfort, well-
designed seating sections also uplift the general mood, encouraging a
joyful and contented stopover while travelling.
The incorporation of green spaces into RNR facilities is in line

with the increasing recognition of the benefits that nature provides for
mental health. In addition to offering a welcome visual respite, greenery
promotes calm and relaxation. Green spaces can also be designated rest
83
areas for drivers, encouraging a relationship with nature even when they
are driving.
ix) Enhanced Security Protocols:

The suggestion for improved security procedures, which
includes the placement of security cameras and the presence of guards,
indicates a shared awareness and concern for the security and welfare of
passengers inside Rest and Service Areas (RNR). In addition to
addressing the immediate safety concerns, this multifaceted approach to
security also adds to the general feeling of comfort and trust that visitors
associate with these facilities.
Installing surveillance cameras is a proactive way to keep an eye

on and discourage possible security threats. The RNR facility has
cameras placed strategically throughout to provide continuous
surveillance and aid in the prompt detection of any untoward incidents.
As a result, travellers can travel in a safer environment and potential
wrongdoers are discouraged from engaging in illegal activity.
The presence of security personnel provides a visible and

responsive layer of protection, adding a human touch to the security
framework. In the event of an emergency, trained security personnel can
offer prompt assistance, guaranteeing a prompt and efficient resolution
to any security-related concerns. Their presence also adds to a feeling of
increased security, boosting confidence in travellers and fostering a laid-
back atmosphere during breaks.
Furthermore, the suggestion for improved security procedures

recognises that security threats are dynamic and that RNR facilities must
adjust to these developments. As travel habits and patterns change, RNR
facilities need to be aware of possible hazards and issues. The
incorporation of contemporary security measures is consistent with the
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travel industry's broader trend of emphasising safety and security as
essential elements of the entire travel experience.
x) Diversification of Amenities:
The category labelled "Other Amenities", which includes a
variety of recommendations, reflects a more nuanced understanding of
the needs and preferences of travellers using Rest and Service Areas
(RNR). These recommendations go beyond the standard amenities and
offer a comprehensive strategy for improving the whole experience
while meeting a variety of traveller needs.
1. Clinic and Mini Market Development: The suggestion to open a clinic

and mini market inside RNR buildings demonstrates a forward-thinking
strategy for addressing convenience and health needs. The proposed
clinic would provide travellers with basic healthcare services and
quickly address any potential medical issues. In addition, the addition of
a mini-market creates a self-sufficient microcosm inside the RNR by
acting as a one-stop shop for necessities and convenience items.
2. Hotel or Motel Development: The idea to build a hotel or motel inside

RNR properties recognises how modern travellers' needs are changing.
Designed to accommodate individuals who might need longer breaks or
overnight stays, this amenity offers a practical way to deal with
weariness or unforeseen delays in travel. In addition to adding to overall
convenience, these lodging options make RNR facilities more adaptable
and all-encompassing hubs.
3. Covered Walkway Infrastructure: The plan to construct a covered

walkway between parking lots and the main building shows that
improving the general comfort and accessibility of RNR facilities is a
priority. By protecting travellers from inclement weather, this
infrastructure investment guarantees a smooth transition from their cars
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to the amenities offered. It emphasises the need to consider the
practicalities of travel, particularly in bad weather, and it fosters an
environment that is more user-friendly.
4. Additional Facilities: The wide range of suggestions, which includes the

addition of a pharmacy, Touch & Go Top-Up centre, ATM machines, and
massage chairs, emphasises the desire for RNR facilities to be full-
service centres. These amenities cater to a wide range of needs,
including financial transactions, personal relaxation, and even
technological requirements, resulting in an environment that meets the
diverse needs of today's travellers.
5. Improved Management Handling: Improved management handling

reflects a recognition of the significance of efficient and organised
operations within RNR facilities. Effective management contributes to
more efficient processes, faster issue resolution, and a positive overall
perception of the facility. This recommendation acknowledges the
critical role that well-coordinated and streamlined management plays in
shaping the overall traveller experience.
In conclusion the respondents' recommendations for improving Rest and

Service Area (RNR) facilities along PLUS highways converge on key themes.
There is a notable call for expanded and well-organized parking facilities, with
considerations for various user groups. Cleanliness and hygiene emerge as
crucial, covering restroom maintenance and food quality. The needs of persons
with disabilities (OKU) are highlighted, suggesting increased facilities for their
convenience. Improved WIFI connectivity is emphasized, recognizing its
importance for modern travellers. The creation of family-friendly lounge areas
and designated smoking zones aims to enhance the overall traveller’s
experience. These recommendations collectively envision RNR facilities that
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are accessible, clean, and technologically equipped to meet diverse traveller’s
needs.
4.6 Discussion
In discussion section, the outcome of the previous questionnaire will be

analysed in more detail. This discussion aims to solidify, further strengthen and
to state the data obtained had fulfilled the objective research that has been set,
which are:
i) To identify the common problem related to highway rest area facility.
ii) To determine critical issue related to highway rest area facilities.
iii) To recommend way to overcome issues related to highway rest area
facilities.
4.6.1 Section 1: Respondent’s Demographic
In the first section focusing on respondent demographics, we explore

various aspects of the participants themselves. The age distribution reveals an
interesting pattern, with the majority falling within the 20 to 30 years old range,
constituting a significant 51.0% of the respondents. This dominance can be
attributed to the prevalence of social media usage among this demographic,
emphasizing the importance of smartphones in their daily lives. Interestingly,
this age group also demonstrates a higher propensity to engage in research
activities, underscoring their willingness to contribute valuable insights.
Moves to the respondents' educational backgrounds, an overwhelming

57.7% report having attained at least a bachelor's degree. This inclination
towards higher education aligns with the influence of environmental factors,
particularly the pervasive use of social media applications and verbal
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communication to family members, friends or even acquaintance. The
prevalence of these method might be contributing to the observed higher
educational attainment among the participants.
Examining travel behaviour, 35.6% of respondents indicate a monthly

frequency of highway usage. This insight into the regularity of highway
utilization provides valuable context for understanding the commuting habits of
the surveyed individuals. In relation to highway usage, 46.2% acknowledge
infrequent use of the Rest and Recreation (RNR) facilities. This finding may be
associated with time constraints, as respondents often prioritize reaching their
destinations quickly. Unless faced with vehicle issues or compelled by
immediate needs, they may be opted for a more direct route without
incorporating the RNR facilities into their travel routines.
4.6.2 Section 2: To Identify the Common Problem Related to

Highway Rest Area Facility & Determine Critical Issue
Related to Highway Rest Area Facilities
Indication:
1 = Strongly Disagree
2 = Disagree
3 = Neutral
4 = Agree
5 = Strongly Agree
Table 4.23: Ranking of Issues in RNR

Frequency
No Issues In RNR Mean Rank
1 2 3 4 5
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The cleanliness and RNR
1 restrooms meet my 1 14 33 45 11 3.490 7
expectations
The maintenance of RNR
2 restrooms meet my 2 15 31 48 8 3.432 6
expectations
There are sufficient parking
3 8 24 38 26 8 3.019 2
spaces for cars at RNR.
There are sufficient parking
4 5 23 34 37 5 3.134 3
spaces for truck at RNR.
The Food Court or Restaurants
5 well-maintained and 2 12 29 52 9 3.519 8
functional.
The Prayer room well-
6 0 7 30 51 16 3.730 10
maintained and functional.
The Picnic Areas well-
7 1 18 33 46 6 3.365 5
The Playgrounds for Children
8 well-maintained and 4 18 38 38 6 3.230 4
functional.
9 The Vending Machines well-
0 11 31 52 10 3.586 9
10 The Benches and Seating well-
1 14 32 47 10 3.490 7
11 The signage at RNR is clear
and helps me find facilities 0 8 15 58 23 3.923 11
easily.
12 The availability of electric
vehicle (EV) charging stations 8 27 40 22 7 2.932 1
at highway RNR is adequate.
According to the indication given by the respondents, the most prevalent

and impactful issue at RNR facilities is “The availability of electric vehicle (EV)
charging stations at highway RNR is adequate” with the lowest mean value of
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2.932 as most of participant indicate the answer of strongly disagree, disagree
and neutral as the disagreement of statement regarding the availability of EV
charging. This situation can be explained by Veza et al. (2022) as there are not
enough EV charging stations in Malaysia to keep up with the country's rising
demand as Malaysian are concerned about the availability of public EV station
in addition to the rising cost, regulatory approvals and vandalism or copper theft
that need to be bear by the company or agency in Malaysia. Next statement,
“there are sufficient parking spaces for cars at RNR” is being the second
disagreement by the respondent with the mean of 3.019. This data show that
respondents have expressed dissatisfaction with the parking facilities at the rest
and relaxation (R&R) areas. So, this mean that maybe some of respondent used
in R&R area in peak hour. According to Ramli et al (2017) there is a higher
demand for parking at RNR during midday (12:00 p.m. to 14:00 p.m.) and in
the evening (15:00 p.m. to 17:00 p.m.). The statement "There are sufficient
parking spaces for trucks at R&R" received a mean value of 3.134. This suggests
that truck drivers are dissatisfied with the availability of truck parking spaces at
R&R areas. According to Ghazali et al (2020), found that there's not enough
truck parking space, and this is supported by respondents expressing
dissatisfaction with the limited parking facilities.
Then, the statement on "The playgrounds for children are well-

maintained and functional" received a mean value of 3.230. This indicates a
level of dissatisfaction among parents who are not satisfied with the condition
of the playgrounds for their children. The study uncovered that within our
nation, there are approximately 3,000 playground-related injury cases reported
every three months. The majority of these incidents occur among children aged
five to nine years old. Analysis commonly attributes the primary cause of these
injuries to the playground surface (Dr Marimuthu Nadason, 2015). The mean
value for the statement "The picnic areas are well-maintained and functional" is
3.365. This suggests that users of the R&R facilities are dissatisfied with the
condition of the picnic areas. Apart from the beautiful scenery and facilities
provided, Nor Akmar et al., (2019) Admittedly, there is a serious problem with
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people leaving small pieces of paper, wrappers, chip packaging, bottles, cups,
plastic straws, and even cigarette butts in paths and other public spaces like the
RNR picnic area or gazebo when they are eating their snacks and relaxing there.
This can make it uncomfortable for other RNR users.
The majority of users mean 3.432 were dissatisfied with the R&R
restroom upkeep when it came to "The maintenance of RNR restrooms meets
my expectations." In Malaysia, there are still some public restrooms that fall
well short of being clean. These restrooms may have an odour from improper
flushing after usage, as well as broken or inadequate basic amenities. This might
be connected to the RNR-provided public restrooms (Huda et al., 2022). With a
mean value of 3.490, it appears that some users are not in agreement with the
statement "The cleanliness and RNR restrooms meet my expectations. Some
public toilets in Malaysia are still far from the clean category, with an unpleasant
smell which could be present due to not flushing after use, faulty and insufficient
basic amenities. This could be associated with the public toilet provided by RNR
(Huda et al., 2022). For statement “The Benches and Seating well-maintained
and functional” the mean value of 3.490 suggests that users of the R&R facilities
might not find the benches and seating to be satisfactory. Mohammad and Asal
(2021) discovered that the majority of public spaces have deficiencies in the
quality and quantity of seating area provision, such as the number of benches or
the condition of the surfaces for sitting, which could be linked to the inadequate
number of benches in the RNR during holiday periods. The mean value of 3.519
indicates that there may be quality issues with the food court or restaurants at
the R&R facilities. This concern is underscored by a tragic incident reported in
Sinar Harian (2023), where a 54-year-old woman passed away from food
poisoning symptoms after consuming a sandwich from the Perasing R&R. The
mean value of 3.586 suggests that most R&R users are satisfied with the
vending machines. However, there are still reported problems or issues
associated with vending machines., Mudasir and Saunak (2023) also mentioned
that issues such as vandalism, theft, and illegal access to vending machine
contents are tangible risks that may occur as a result of the large amount of
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money in a machine, which increases the possibility of vandalism that could
interfere the machine operation. “The Prayer room well-maintained and
functional” show that user of R&R is satisfied with that facility with mean of 3.
730.The usual problem that occur is the studies undergo by Adila et al., (2021)
has revealed that several respondents voiced their displeasure with the prayer
room area due to the space limitations in the prayer rooms when many people
are using them at once. The mean value of 3.923 suggests that the majority of
R&R users are content with the clarity of signage, facilitating their navigation
to facilities within the rest area. However, the presence of signage installed by
PLUS to remind heavy vehicle drivers not to misuse the emergency lane, rest
area entry, and exit slip roads, as reported by Malay Mail in 2019, indicates an
ongoing issue with driver behaviour that requires attention and management.
4.6.3 Section 3: To recommend way to overcome issues related

to highway rest area facilities.
Indication:
1 = Strongly Disagree
2 = Disagree
3 = Neutral
4 = Agree
5 = Strongly Agree
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Table 4.24: Ranking of Recommendation in RNR
Frequency
Recommendation to Overcome
No Mean Rank
Issue in RNR Facilities 1 2 3 4 5
1 Develop a system that efficiently

prioritizes maintenance tasks by
identifying critical issues and 1 0 22 40 41 4.153 3
determining which ones should
be addressed first.
2 Enhance the funding allocation
for facilities in RNR to improve
awareness and operational 1 0 20 46 37 4.134 4
efficiency.
3 Assign experienced and certified

professionals to oversee and
1 1 17 40 45 4.221 1
maintain the RNR facilities
effectively.
4 Implement an enhanced
procurement system at RNR
facilities, streamlining the
0 2 16 46 40 4.192 2
process for efficiency and
improved maintenance
operations.
Table 4.24 indicates that the majority of respondents strongly agree with
the recommendation to assign experienced and certified professionals to
oversee and maintain RNR facilities effectively, as it secures the top rank with
a mean value of 4.221. The high level of agreement suggests that participants
recognize the importance of having skilled professionals to ensure the proper
upkeep of facilities, reflecting a consensus on the significance of expertise in
maintaining rest areas.
Following closely is the recommendation to implement an enhanced

procurement system at RNR facilities, ranking second with a mean value of
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4.192. Respondents express a strong agreement with the proposal to streamline
procurement processes for efficiency and improved maintenance operations,
underscoring the perceived positive impact of an optimized procurement
system. Additionally, the recommendation to develop a system that efficiently
prioritizes maintenance tasks by identifying critical issues and determining
which ones should be addressed first ranks third with a mean value of 4.153.
Respondents show a notable level of agreement with the need for a systematic
approach to maintenance prioritization, emphasizing the importance of
addressing critical issues promptly.
In summary, the table reveals that respondents most strongly agree with
the recommendations to assign experienced professionals to oversee facilities
and to implement an enhanced procurement system.
4.7 Chapter Summary
Chapter four is a critical component of research, encompassing key

results, offering a detailed interpretation of the data, and connecting them to
study objectives. Additionally, this part highlights significant findings by
presenting the gathered data in an organized and categorized format using visual
aids. This chapter carefully examines the dataset, revealing patterns to
investigates variances from expectations and identifies important insights
through correlation analysis, as it adds to a better comprehension of the study
objectives.
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CHAPTER FIVE
CONCLUSION AND RECOMMENDATION
5.1 Introduction
The research study's conclusion and recommendations are covered in the

last section, Chapter 5. This section achieves a number of goals by providing a
summary of the study's main findings, inferences from the findings, and
practical suggestions for further research or real-world implementations.
5.2 Conclusions of the Research Findings
In conclusion, this research adhered to the outlined research

methodology in Chapter 3, ensuring a systematic and comprehensive
investigation into the chosen topic. The meticulous selection of the research
topic preceded a thorough literature review in Chapter 2, where various articles
were consulted to establish a robust foundation. The research, framed by three
specific objectives, aimed to address the identified gaps and challenges in Rest
and Service Area (RNR) facilities along PLUS highways.
A targeted sample of 104 respondents actively participated in the

questionnaire-based study, contributing valuable insights to meet the research
objectives. Despite the challenges of data collection, with 26 valid responses
out of 100 distributed questionnaires, the study proceeded to analyse the
gathered data using SPSS and Microsoft Excel. The recorded results, presented
in Chapter 4 (Results and Discussion), underwent careful scrutiny, with a
deliberate effort to connect and contextualize the findings with the existing
literature.
95
This repeated process, from topic selection to data analysis, ensured a
thorough exploration of common issues and recommendations for the
enhancement of RNR facilities, aligning the study with its overarching research
goals.
5.2.1 Common Problem Related to Highway Rest Area Facility
In the pursuit of identifying common problems related to highway rest

area facilities, this research extensively delved into existing literature. The
methodology involved a thorough review of secondary sources, including
academic journals, articles, websites, and newspapers, to gather insights into the
prevalent issues associated with highway rest areas. Through the analysis of
these sources, the study aimed to pinpoint the most common problems,
highlighting issues such as the cleanliness of RNR restrooms, maintenance
challenges, adequacy of parking spaces for both cars and trucks, food court
conditions, prayer room facilities, picnic areas, playgrounds for children,
vending machine functionality, condition of benches and seating, effectiveness
of signage at RNR, and the availability of electric vehicle (EV) charging
stations.
This literature review not only establishes a robust foundation for

understanding the diverse challenges in highway rest areas but also guides the
subsequent phases of the research, contributing valuable insights to achieve the
overarching objectives of the study.
5.2.2 Critical Issue Related to Highway Rest Area Facilities
The research goal is to identify critical issues concerning highway rest

area facilities. The study aims to identify the most significant issues that may
arise in these facilities and assess their potential impact on overall user
experience and safety. To achieve this goal, the research will use quantitative
96
data collection methods, primarily questionnaire surveys conducted with
highway rest area users, administrators.
From collection data that the lack of infrastructure for EV charging is

the most critical issue. This conclusion is derived from the fact that the majority
of respondents believe that the EV charging facilities at rest areas and roadside
stations are insufficient, as evidenced by the fact that the "lack of EV charging"
obtained the lowest mean score. The significance of EV charging infrastructure
must be emphasised, particularly in light of Malaysia's notable increase in EV
usage. There is an urgent need to expand and improve EV charging networks
across the nation as the number of EVs on the road rises and so does the need
for convenient and dependable charging stations.
The availability of parking spots for cars is the second critical issue that
was found from the data collecting. The average score for parking spaces for
cars was 3.019, indicating that consumers of R&R were not happy with the
availability of parking. It's important to remember that parking spots are usually
scarce during rush hours and holidays like Hari Raya. The lack of parking spots
can have a big effect on drivers because they might not be able to take the
required breaks when parking lots are crowded. As a result, this circumstance
may raise the chance of mishaps as a result of exhaustion or irritation. As a
result, emphasising the value of sufficient parking spots at R&R venues
becomes essential for maintaining road safety and averting potential problems
in addition to convenience.
A shortage of truck parking spaces is the third critical issue that has been
found from data collection. This suggests that users are not happy that these
amenities are offered at R&R sites. Sufficient parking spots for trucks are
essential since they might reduce the risk of accidents. When parking spots for
cars are filled, trucks frequently wind up pulling up on the side of the road,
which presents a serious risk. Therefore, it's crucial to make sure there are
enough spots set aside for trucks to park, both for the convenience of truck
drivers and for general road safety. Inadequate truck parking spaces can cause
97
traffic jams and even accidents, which emphasises how crucial it is to address
this crucial problem in order to reduce road safety hazards.
5.2.3 Recommend way to overcome issues related to highway

rest area facilities.
This research is dedicated to recommending way to overcome issues

related to highway rest area facilities. The focus is to identify the most common
challenges faced in these facilities and understand the current strategies used to
mitigate these issues. Through a comprehensive analysis of existing practices in
the construction and maintenance of highway rest areas, the research aims to
reveal successful strategies and techniques to overcome key challenges.
The respondents overwhelmingly support the proposed

recommendations for enhancing the maintenance of RNR facilities, as
evidenced by the top-ranked suggestion to assign experienced and certified
professionals, securing a mean value of 4.221. This robust agreement
underscores a collective acknowledgment of the pivotal role played by skilled
experts in ensuring the optimal functioning and upkeep of rest areas.
Furthermore, the second-highest ranked recommendation, cantered around the
implementation of an enhanced procurement system (mean value of 4.192),
reflects a shared perspective among participants regarding the positive impact
of streamlining procurement processes for heightened efficiency and
maintenance operations. Additionally, the third-ranked suggestion to develop a
systematic approach to maintenance prioritization (mean value of 4.153) is met
with notable agreement, emphasizing the perceived importance of promptly
addressing critical issues through a structured framework. In summary, the
responses highlight a strong consensus on the multifaceted strategies required
for effective rest area management, encompassing expertise, streamlined
processes, and systematic maintenance prioritization.
The research findings present a thorough set of recommendations aimed

at elevating the standards of highway rest area facilities. These encompass a
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multifaceted approach, addressing various aspects such as the expansion of
parking spaces to meet diverse traveller needs, strategies for ensuring
cleanliness and maintenance, provisions for the inclusivity of individuals with
different abilities, the implementation of reliable and high-speed WIFI, the
creation of family-friendly lounge areas, improvements to smoking zones
inspired by successful models like those in Japan, the introduction of diverse
and nutritious food options, the development of outdoor spaces with walking
paths and green areas, the enhancement of security measures through
surveillance and personnel, and the addition of further amenities such as clinics,
mini-markets, covered walkways, pharmacies, Touch & Go Top Up centre,
ATMs, and charging rooms. This comprehensive set of recommendations
reflects a holistic and strategic perspective, aiming not only to optimize the
overall visitor experience but also to ensure the efficient functionality of
highway rest area facilities.
In summary, the responses show a strong agreement on the multifaceted

strategies needed for effective rest area management, which include expertise,
streamlined processes, and systematic maintenance prioritisation. The
comprehensive set of recommendations aims to raise the standards of highway
rest area facilities, ensuring a better visitor experience as well as efficient
facility functionality.
5.3 Future Recommendation
The recommendation for this study is associated with the improvement

of future research. Although the objectives of this study have been
demonstrated, there are still potential improvements that can further concrete
and solidify the study's findings. Investigate the preferences and needs of
specific user demographics in the context of highway rest areas to further refine
research. In-depth interviews and surveys with different user groups, such as
frequent travellers, families, and commercial drivers, will provide nuanced
insights into their diverse needs. This user-centric approach will allow your
99
research to craft recommendations that are tailored to the specific needs of
various segments. Understanding the complexities of user behaviour and
expectations allows for recommendations that are strategically aligned to
improve the overall experience for specific highway rest area user groups.
Expand the scope of a longitudinal study to include a more detailed

examination of impacts and trends. It is suggested that in addition to monitoring
quantitative data, qualitative evaluations be included to capture every aspect of
the implemented recommendations. Think about setting success criteria and
choosing KPIs that accurately represent the main objectives of the upgrades.
Examine the viability of enlisting outside research collaborators or
organisations to carry out a neutral assessment, guaranteeing the reliability and
objectivity of the long-term impact analysis. Highlight that this assessment is
iterative in nature, allowing for recurring modifications in response to changing
requirements and outside circumstances. This methodology will not only assess
long-term efficacy but also promote ongoing enhancement and flexibility of the
put into practice recommendations.
In order to improve public input integration, imagine a complete system

that creates a dynamic feedback loop and allows for ongoing input. In addition
to developing user-friendly platforms, investigate how to incorporate cutting-
edge technologies like machine learning and artificial intelligence to assess
trends and sentiments in the feedback you've received. To gain a better
understanding of user experiences, think about using sentiment analysis
algorithms to identify the emotional tone of user comments. Include
gamification features in the feedback system to encourage users to take part and
offer insightful comments. Expand the feedback mechanism further to
incorporate focus group discussions and recurring surveys to promote a more
comprehensive understanding of user expectations and concerns. This
comprehensive strategy guarantees that the feedback system develops into an
interactive and dynamic instrument, enhancing the decision-making process
with nuanced perspectives.
100
5.4 Reflection
One of the most critical challenges faced during this research was the
scarcity of available literature related to highway rest areas (RNR). The process
of sourcing relevant articles proved to be a significant hurdle, considering the
limited information accessible on this specific topic. The guidance and support
from my supervisor were instrumental in overcoming this challenge, as their
assistance played a crucial role in navigating the complexities of the research
and ensuring its completion. Without the valuable contributions of my
supervisor, the research might not have reached its conclusion.
Furthermore, the task of recruiting respondents posed its own set of

difficulties. Out of the 150 targeted respondents, only 104 responded, indicating
the challenges in garnering widespread participation. Despite the hurdles in
finding willing participants, the 104 responses received were essential in
shaping the outcomes of the study.
In the experience of doing this research, I admit that it has been a

valuable learning platform. I found that there are various problems faced in the
highway rest area (RNR), and often, there are unexpected challenges when
conducting this survey. Responses from respondents provided valuable insight,
enabling me to understand the problems faced by them and maintain the quality
of the research.
This research also provides exposure to various issues in RNR, including

unexpected problems. The response from the respondents became a catalyst to
find out most of the problems they faced, giving the opportunity to formulate
suggestions and improvements. I am now more sensitive to the weaknesses that
exist in Malaysia's RNR, and I hope that this research can be a starting point to
get more attention and study on the state of RNR in our country.
Through this experience, I hope that in the future, RNR in Malaysia will
be given more serious attention and studied. The RNR should be a comfortable
and well-functioning resting place for all highway users. I am confident that
101
with awareness of the problems faced and suggestions for improvement
obtained from this research, steps can be taken to improve the quality and
effectiveness of RNR in our country.
102
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APPENDICES
111
A STUDY ON ISSUE OF FACILITIES
MANAGEMENT ON HIGHWAY REST
AREA (RNR) IN MALAYSIA.
Dear kind and cooperative participants,
YBhg. Tan Sri / Dato' / Datin / Prof./ Dr. / Mr / Mrs,
I am Afi Amierul Akmal bin Abdul Khalid, Bachelor of Building Surveyor

(Hons) students from Faculty of Architecture, Planning & Surveying, Universiti
Teknologi MARA (UiTM), Shah Alam, Selangor. I am currently conducting a
survey to get the response on behalf to fulfil a requirement for my senior year.
This questionnaire survey's aim to determine and ranking the critical issue of
facilities management in highway rest area in Malaysia, along with the research
objective:
i. To identify the common problem related to highway rest area facility.
ii. To determine critical issue related to highway rest area facilities.
iii. To recommend way to overcome issues related to highway rest area

facilities.
There are three sections that need to be answered in this survey: -
Section 1 - Respondent Demographic
Section 2 - To identify the common problem related to highway rest area facility
& determine critical issue related to highway rest area facilities.
Section 3 - To recommend way to overcome issues related to highway rest area

facilities
112
All responses will remain confidential and will be used for research purposes
only.
SECTION 1: Respondent Demographic
Mark only one oval.
1. What is your age?
20 - 30 years
30 - 40 years
40 - 50 years
50 - 60 years
60 years above
2. What is your education level?
Certificate
Diploma
Bachelors
Master
Doctor of Philosophy (PhD)
3. How often do you travel on highways?
Daily
Weekly
Monthly
Rarely
113
4. How often do you use RNR facilities?
Daily
Weekly
Monthly
Rarely
SECTION 2: To identify the common problem related to highway rest area

facility & determine critical issue related to highway rest area facilities.
Mark only one oval.
TOILET MANAGEMENT
1. The cleanliness and RNR restrooms meet my expectations.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
2. The maintenance of RNR restrooms meet my expectations.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
114
CAR PARKING SPACE
3. There are sufficient parking spaces for cars at RNR.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
TRUCK PARKING SPACE
4. There are sufficient parking spaces for trucks at RNR.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
FACILITIES
5. The Food Court or Restaurants well-maintained and functional
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
115
6. The prayer room well-maintained and functional
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
7. The picnic areas well-maintained and functional
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
8. The Playgrounds for Children well-maintained and functional
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
9. The Vending Machines well-maintained and functional
Strongly Disagree
Disagree
Neutral
Agree
116
Strongly Agree
10. The Benches and Seating well-maintained and functional
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
11. The signage at RNR is clear and helps me find facilities easily.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
12. The availability of electric vehicle (EV) charging stations at highway

RNR is adequate.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
117
SECTION 3: To recommend way to overcome issues related to highway rest
area facilities
Mark only one oval.
1. Develop a system that efficiently prioritizes maintenance tasks by

identifying critical issues and determining which ones should be
addressed first.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
2. Enhance the funding allocation for facilities in RNR to improve

awareness and operational efficiency.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
3. Assign experienced and certified professionals to oversee and maintain

the RNR facilities effectively.
Strongly Disagree
Disagree
Neutral
Agree
118
Strongly Agree
4. Implement an enhanced procurement system at RNR facilities,

streamlining the process for efficiency and improved maintenance
operations.
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
5. What additional amenities or services would you recommend to

improve the convenience and comfort of highway RNR facilities?
Please state.
________________________
END OF QUESTIONNAIRE
119

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STUDIES OF BUILDING SURVEYING

SCHOOL OF REAL ESTATE AND BUILDING

A STUDY ON ISSUE OF FACILITIES MANAGEMENT ON

AFI AMIERUL AKMAL BIN ABDUL KHALID

Bachelor of Building Surveying (Hons)

SCHOOL OF REAL ESTATE AND BUILDING

SURVEYING COLLEGE OF BUILT ENVIRONMENT

UNIVERSITI TEKNOLOGI MARA

A STUDY ON ISSUE OF FACILITIES MANAGEMENT ON HIGHWAY

This academic project is submitted in partial fulfilment of the requirements for

AFI AMIERUL AKMAL BIN ABDUL KHALID

A STUDY ON ISSUE OF FACILITIES MANAGEMENT ON HIGHWAY

STUDENT’S NAME : AFI AMIERUL AKMAL BIN ABDUL KHALID

DATE : FEBRUARY 2024

CONFIRMATION OF ACADEMIC PROJECT AMENDMENTS

This is to confirm that the student has amended his/her

STUDENT’S NAME : AFI AMIERUL AKMAL BIN ABDUL

SUPERVISOR’S : DR. MUHAMMAD HAZIQ BIN MD

DATE : FEBRUARY 2024

I would like to express my deepest gratitude to my supervisor, for

I would also like to extend my appreciation to the faculty members,

Furthermore, I would like to thank my family and friends for their

Lastly, I am grateful to all the participants and individuals who

CHAPTER ONE INTRODUCTION ............................................................. 1

1.1 Research Background ........................................................................... 1

1.2 Problem Statement ................................................................................ 4

1.3 Research Question ................................................................................ 6

1.4 Research Aims and Objective .............................................................. 6

1.5 Scope and limitation of Research ........................................................ 7

1.6 Research Methodology ......................................................................... 9

1.7 Statement of significance .................................................................... 11

1.8 Chapters Outline ................................................................................. 12

1.9 Chapter Summary .............................................................................. 14

CHAPTER TWO LITERATURE REVIEW .............................................. 15

2.1 Introduction ......................................................................................... 15

2.2 Overview of Rest and Relax Area (RNR) ......................................... 16

2.3 Issue Related to Highway Rest Area Facilities ................................. 22

2.4 Ways to Overcome Issue Related to Highway Rest Area Facilities 32

CHAPTER THREE RESEARCH METHODOLOGY .............................. 36

3.1 Introduction ......................................................................................... 36

3.2 Research Method ................................................................................ 36

3.3 Respondent .......................................................................................... 44

3.4 Data Analysis ....................................................................................... 45

3.5 Chapter Summary .............................................................................. 46

CHAPTER FOUR RESULTS AND DISCUSSION ON ISSUE OF

4.1 Introduction ......................................................................................... 47

4.2 Questionnaire ...................................................................................... 47

4.3 Questionnaire Structure ..................................................................... 48

4.4 Response Rate...................................................................................... 48

4.5 Findings and Analysis ......................................................................... 49

4.7 Chapter Summary .............................................................................. 94

CHAPTER FIVE CONCLUSION AND RECOMMENDATION ............ 95

5.1 Introduction ......................................................................................... 95

5.2 Conclusions of the Research Findings............................................... 95

5.3 Future Recommendation .................................................................... 99

5.4 Reflection ........................................................................................... 101

APPENDICES .............................................................................................. 111

Table 2.1: List of RNR in Malaysia…………………………………………. 20

Figure 1.1: Stages of Research Methodology………………………………… 9

RNR / R&R Rest and Relaxation

RSA Rest and Services Area

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