Customer satisfaction on public bus network system on Malacca, Malaysia

Abstract

Customer satisfaction is one of the main considerations when operating a successful city bus service. An increased number of private vehicles in the city causes traffic congestion resulted from low level of usage for public transportation. Unattractive public bus system might be the reason why the usage of public bus in Malacca is subdued. Four bus 4 routes in case study area with a total of 143 respondent participated in the survey. The results indicate that the performance of the bus network on those selected routes mostly at moderate level of service where frequency and timetable are the most significant factors that affect the passenger’s satisfaction level. Findings of this study can help the bus operator and the state authority to retain the current ridership and the same time to attract new passengers to utilize the public bus service in Malacca.