Factors Influencing Bus Service Quality – Perspectives Of User, Operator And Authority
| dc.contributor.author | Mhd Noh, Nur’amirah | |
| dc.date.accessioned | 2016-09-23T01:47:11Z | |
| dc.date.available | 2016-09-23T01:47:11Z | |
| dc.date.issued | 2015-11 | |
| dc.description.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. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/2585 | |
| dc.language.iso | en | en_US |
| dc.publisher | Universiti Sains Malaysia | en_US |
| dc.subject | The quality of the bus service | en_US |
| dc.title | Factors Influencing Bus Service Quality – Perspectives Of User, Operator And Authority | en_US |
| dc.type | Thesis | en_US |
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