Factors Influencing Bus Service Quality – Perspectives Of User, Operator And Authority
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Date
2015-11
Authors
Mhd Noh, Nur’amirah
Journal Title
Journal ISSN
Volume Title
Publisher
Universiti Sains Malaysia
Abstract
The main issues this study dealt with the current bus service quality served
within SPT area. Despite the increasing number of vehicles on the road that leaded to
traffic congestion, pollution, etc., the road users seem to be tolerant with this
situation. Users had claimed that the bus services quality not met their satisfaction
level and lessened the utilization of public transport especially public bus. The
quality of the bus service were measured based on a few attributes which are; 1)
reliability, 2) accessibility, 3) comfort level, 4) safety and security, and 5)
information displayed. Based on the issues mentioned, three objectives were set, 1)
to examine the similarities and differences of the importance and performance of the
bus services from three perspectives; user, operator and authority,2) to investigate the
criteria that describe the bus services provided as an efficient bus services and
system, and 3) to establish a relationship between user, operator and authority on the
importance of the attributes in bus services. Employment of several methods in acquiring the data had been used which are questionnaires distribution to user, operator and authority, survey observation on
site detailing on the bus operation including travel time, waiting time, number of
stops and number of passenger. The researcher also adapted the primary data
obtained from the authority and operator. The data obtained was analyzed using
several techniques in SPSS statistical tools such as frequency distribution, cross
tabulation and comparing mean value. In order to distinguish the relationship of
different perspective, quadrant analysis and radar chart were used.
The main findings were discoursed based on the objectives targeted. For
objectives 1, the similarities and differences of the bus services quality parameters from
three perspectives; user, operator and authority, the attributes selected are classified in
similar parameter which are safety and security and also reliability of bus services.
However, the attributes was ranked differently. For objectives 2, the criteria of
efficient bus services should reckon six main criteria which are 1) comfort level of
air conditioner and seat, 2) handicap accessibility, 3) reasonable bus fare, 4) easy to
get bus ticket, 5) easy to get on and get off the bus, and 6) bus driver followed the
traffic rules. Third objective aimed for proposing a working guide for bus route design
based on user, operator and authority choice of bus service attributes reckon different
attributes as each of the player function differently.
Description
Keywords
The quality of the bus service