User’s satisfaction on bus services in Setapak, Kuala Lumpur / Mohamad Izairie Wan Musa

This study focuses on user satisfaction with bus services in Setapak, Kuala Lumpur. Currently, Malaysia is facing explosive growth in vehicle ownership and use, causing traffic congestion and pollution. This study focuses on user satisfaction with bus services. The methodology used for this study is observational and quantitative methods that are a survey questionnaire is used to survey user satisfaction and their level. Questionnaires were used to examine overall user satisfaction and the factors influencing user satisfaction with bus services. This questionnaire also collected comments and recommendations from users to further improve the quality of bus services in Setapak, Kuala Lumpur. The questionnaire answered up to 75 respondents, of which the respondents involved were bus service users in Setapak, Kuala Lumpur. Several aspects assess the survey on user satisfaction with the bus services provided. The elements are; cleanliness and comfort, safety, availability, reliability and accessibility, and bus drivers. The results of this survey were analyzed using Statistical Package for the Social Science (SPSS) software and produced in various types of graphics and tables. The study found that although most respondents often use bus services, their level of satisfaction with bus services in Setapak, Kuala Lumpur is only moderate. Most of them agreed that one of the most important factors for using bus service as their mode of bus service is because bus service can reduce the problem of traffic congestion and parking. Therefore, it can be concluded that operators must constantly improve the quality of bus services in terms of cleanliness and comfort, safety, availability, reliability and accessibility, and bus drivers because it can affect the level of user satisfaction with bus services in Setapak, Kuala Lumpur.