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

Wan Musa, Mohamad Izairie (2021) User’s satisfaction on bus services in Setapak, Kuala Lumpur / Mohamad Izairie Wan Musa. Industrial Training. Universiti Teknologi Mara, Perak, Seri Iskandar, Perak. (Unpublished)

Abstract

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.

Metadata

Item Type: Monograph (Industrial Training)
Creators:
Creators
Email / ID Num.
Wan Musa, Mohamad Izairie
2018253378
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Rashid, Kushairi
UNSPECIFIED
Subjects: H Social Sciences > HE Transportation and Communications > Transportation (General works). Communication and traffic
H Social Sciences > HE Transportation and Communications > Transportation (General works). Communication and traffic > Malaysia
H Social Sciences > HE Transportation and Communications > Urban transportation
H Social Sciences > HE Transportation and Communications > Automotive transportation
H Social Sciences > HE Transportation and Communications > Automotive transportation > Malaysia
Divisions: Universiti Teknologi MARA, Perak > Seri Iskandar Campus > Faculty of Architecture, Planning and Surveying
Keywords: Bus services, Public Transportation, User Satisfaction
Date: 2021
URI: https://ir.uitm.edu.my/id/eprint/52098
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52098

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