Customer Satisfaction on Public Transportation in Penang, Malaysia

Sobanah Dhevi, Tharmalingam and Sai, Mei Ling and Vikniswari, Vija-Kumaran and Kalai Vani, Kalimuthu and Suresh, Nodeson (2022) Customer Satisfaction on Public Transportation in Penang, Malaysia. INTI JOURNAL, 2022 (19). pp. 1-9. ISSN e2600-7320

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Abstract

This paper reports the customers’ satisfaction about public transportation service in Penang, Malaysia. In this respect, some of the factors namely reliability, accessibility, safety and security are used to measure the customers’ satisfaction on bus service Rapid Penang, Malaysia. A survey was conducted where questionnaires were distributed to 500 bus passengers. The results of the study indicates that reliability, accessibility, safety and security of bus service are positively significant to customer satisfaction. The contribution of the study creates better understanding of the service provider the factors that able increase customers’ satisfaction and base on the knowledge they able to improve their services and gain the customers’ trust.

Item Type:	Article
Uncontrolled Keywords:	Customer satisfaction, Reliability, Accessibility, Safety and security, Public transportation, Bus service
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce
Depositing User:	Unnamed user with email masilah.mansor@newinti.edu.my
Date Deposited:	14 Jun 2022 04:51
Last Modified:	14 Mar 2024 07:55
URI:	http://eprints.intimal.edu.my/id/eprint/1626

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