Assessing passengers’ satisfaction level on bus services in selected urban and rural centres of Peninsular Malaysia

• Main Authors: Mohamed Osman, Mariana, Ponrahono, Zakiah, Bachok, Syahriah, Ibrahim, Mansor
• Format: Article
• Language: English
• Published: Elsevier 2016
• Subjects: HE305 Urban transportation
• Online Access: http://irep.iium.edu.my/52145/1/Assessing%20passengers%20satisfaction%20level%20on%20bus%20services%20in%20selected%20urban%20and%20rural%20centres%20of%20Peninsular%20Malaysia.pdf; http://irep.iium.edu.my/52145/; http://www.sciencedirect.com/science/article/pii/S1877042816302580; http://dx.doi.org/10.1016/j.sbspro.2016.05.183
• Institution: Universiti Islam Antarabangsa Malaysia

This research highlights the urban-rural bus services passenger's satisfaction level in the selected settlements in Peninsular Malaysia. Johor is to represent the southern states while Penang is to represent the northern states. For eastern-coast states, Pahang is selected while Perak is to represent a still developing state, which is yet to reach the advanced level of large conurbations. The main objectives are to evaluate the bus service quality through passengers’ satisfaction survey. A total of 1130 survey questionnaire forms are collected. The result shows socio-demographic and trip characteristics influenced the satisfaction level and passengers’ expectation of future bus services improvements.