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

• Main Author: Napiah, Madzlan
• Format: Citation Index Journal
• Published: International Journal of Engineering and Sciences (IJENS) 2011
• Subjects: TE Highway engineering. Roads and pavements
• Online Access: http://eprints.utp.edu.my/6616/1/IJCEE-IJENS-2011%28Kota_Bharu_Bus-Fakhriah%29.pdf; http://eprints.utp.edu.my/6616/
• Institution: Universiti Teknologi Petronas

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.