Logo

Quality of Service and Passenger’s Perception – A Review on Bus Service in Kota Bharu

Napiah, Madzlan (2011) Quality of Service and Passenger’s Perception – A Review on Bus Service in Kota Bharu. [Citation Index Journal]

[img] PDF - Published Version
Restricted to Registered users only

267Kb

Abstract

Quality of Service is a very important measure for public transportation service in Malaysia since its service performance is low than other developed countries. A questionnaire survey on public bus passengers in Kota Bharu, Kelantan reveals that the passengers are not satisfied with the city bus service provided due to lack of punctuality (60.5% respondents) and low in frequency (67.7%). Using this information, a study is carried out on the public bus service in Kota Bharu to review the way this service is operated, and to check whether the passenger’s claims are true. This paper is an extract from a case study research in reliability of public bus performance in Kota Bharu. The findings will help understand the shortcoming of the public bus service in any way that the operator or the authority can do something to enhance the quality of service in order to improve passenger’s satisfaction.

Item Type:Citation Index Journal
Subjects:T Technology > TE Highway engineering. Roads and pavements
Departments / MOR / COE:Departments > Civil Engineering
ID Code:6616
Deposited By: Assoc Prof Dr Madzlan Napiah
Deposited On:27 Oct 2011 00:31
Last Modified:19 Jan 2017 08:22

Repository Staff Only: item control page

Document Downloads

More statistics for this item...