Customer satisfaction on panorama bus network system

Abstract

User satisfaction is one of the main considerations when operating a successful city bus service from the perspective of both passenger and operator. An increase number of private vehicles in the city causes traffic congestion and it is the result because of low level of usage for public transportation in Melaka. Unattractive public bus system might be the reason why the usage of public bus in Melaka is low. Thus, performance analysis is crucial in order to improve the bus service provided by Panorama Bus Sdn. Bhd. as this is the only public bus service that were offered in Melaka Tengah district. Under the study, the performance of bus network system has been evaluated and identified on the selected route in case study area. For this purpose, quantitative method was applied in this study and a total of 143 passengers of Panorama bus were interviewed with a predetermined structure questionnaire to know their trip characteristic, level of satisfaction and opinion about the existing bus service. The results indicate that the performance of the bus network on those selected routes mostly at moderate level of service. Frequency and timetable variable are the factors that most affect moderate performance of bus network system on those routes in the case study area. In order to retaining the current passengers and to attract new passengers, the findings of this study can be utilized by the bus service operator and also the Melaka state transportation organization.