The user’s perception on the service quality of the Penang Bus Rapid in Komtar, Penang / Ku Nur Allis Carmilla Ku Doris

In public transportation system, bus transit are the common transportation modes that use nowadays. Public transport such Rapid Penang bus are one of the bus operators is Malaysia. As a matter of fact, the perception regarding its service quality is quite common since there already measurement indicator to measure the service quality of the public transportation have been established. A study has been conducted on the user’s perception concerning the Rapid Penang bus service quality. The study was focused to a few issues and problems related to factors that contribute the public transportation service quality for instance the tangibility, reliability, responsiveness, assurance, and empathy. To achieve the aim of this study, some objectives were provided that include to explore the theoretical public transportation and ridership perception especially concerning the public transportation which are bus transit or shuffle bus, to study the elements of service quality concerning service quality, and to recommend the approaches that might help to increase the satisfactory level among the ridership as well as a encourage the public bus usage. There are three (2) methods used that include questionnaire and observation. Based on the 35 respondents that randomly selected, the finding shows that there were five (5) factors that contribute to the service quality of KOMTAR, Penang that include a tangibility, reliability, responsiveness, assurance, and empathy. The elements provided in Rapid Penang bus in KOMTAR, Penang should be upgraded as to improve the user’s perception concerning the service quality toward the Rapid Penang bus. In the end of this research, some recommendations were recommended that include providing an online platform through mobile to make it convenience for whose are not the regular passengers, in addition, reducing the bus stop provision to ensure the bus does not make any unnecessary stop as well as adjusted the timetable with the provision of two buses that arrived occasionally in the same route to ensure the punctuality and the comfort of the Rapid Penang bus are well taken care of. As a result, this will bring a positive user’s perception as well as encourage the usage of Rapid Penang bus KOMTAR, Penang