Factors influencing customer satisfaction on public transport sector among bus consumer in Malaysia

• Main Authors: Mahira Asilah Norkhalis, Kumuthavalli Supramaniam, Nor Adila Hanis Mohamad Nasir, Nor Syafiqah Shamsuri
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2023
• Online Access: http://discol.umk.edu.my/id/eprint/13352/1/SAL%2027.pdf; http://discol.umk.edu.my/id/eprint/13352/

Local communities often provide access to public transportation systems that allow groups of people to travel together along predetermined routes. Typical forms of public transportation include trains, buses, and trams. Public transportation is often run on a schedule, operated along a predetermined path, and charged per trip. The purpose of this study was to identify the level of customer satisfaction on public transport sector among bus consumer in Malaysia. The objectives of this study are to develop the relationship between SERVQUAL model (Reliability, Tangibility, Responsiveness, Assurance and Empathy) and customer satisfaction, also identify the most influencing factors in the SERVQUAL model towards customer satisfaction on public transport sector among bus consumer in Malaysia. There were 384 consumers who have been involve as respondents in this research. Data which obtained from questionnaire were analysis by using SPSS. This study provided numerical data about the level of satisfaction on public transport users. According to the findings, every single variable examined in the study has a positive link with the SERVQUAL model and customer happiness. Finally, the analysis of key findings, discussion of this study, implication and limitation of study and suggestion for future research also presented in end of the study.