Mengkaji ciri-ciri kualiti perkhidmatan bas terhadap pengguna, operator bas dan kerajaan

Abstract

This study is about the level of quality of bus services for the customer, bus operators and bus management in UTM. There are two research objectives in this study that to study the characteristics of the quality of public bus services from the perspective of the users, bus operators and bus management in UTM and to study characteristics that are critical to public bus services in the view of bus users, bus operators and bus management in UTM. The scope is limited to the UTM bus service only. There are three stages of the research methodology that is literature review in the first stage, data collection through the distribution of questionnaires in the second and third stage is data analysis. For the analysis of the data in this research, frequency analysis and mean descriptive analysis are used. Findings of this study are about the quality of bus services preferred by users, bus operators and bus management in UTM is the travel time, price/fares, maintenance and convenience. For the second discovery is the quality level of the lowest bus service is frequent buses. This is based on the analysis of the objective 2. Overall, UTM bus service is at moderate and good level. In conclusion, the management of UTM bus and operators need to improve the quality of bus services to the level of excellence in order to provide optimum satisfaction to the users.