A study on the user satisfaction with facilities and services provided at Seri Iskandar Bus Terminal / Nur Iffah Mohd Isa and Norehan Norlida Haji Mohd Noor

Facilities are essential in assisting the building to be more useful based on its function, statutory requirements, user requirements, and performance. The facilities are provided to ensure that the building's users are completely satisfied. All facilities must be properly maintained to ensure that they function properly and can be used for an extended period while incurring some maintenance costs. A building has its own lifespan in which it performs its actual function, but it can also deteriorate over time, reducing the performance of the building, especially in its structure, services, and facilities. In this regard, any defective or broken facilities or services may pose a problem for the user's policy requirements. According to Suffian (2013), a building that is poorly managed with a poor method of maintenance for the facilities will face more damage and cost some expensive repair work if it is left unattended for a longer period, which may affect the occupants' safety and health. The purpose of this research is to identify the user satisfaction on the facilities and services provided at the case study which located at Seri Iskandar bus terminal. Next, the study aims to classify the major factor that affecting the user satisfaction towards the facilities and services provided at the case study. Lastly, the recommendation or suggestion of the ‘added value’ criteria to improve the facilities and services at the bus terminal based on data analysis and research findings.