Public Transport Service Attributes: Travelers’ perception in Malaysia
This paper identifies components of satisfaction of public bus service in Kota Kinabalu, Malaysia. Factor analysis is used to analyze 24 parameters satisfactions of public buses. This study succeeded in developing three dimensions of public bus service attributes, namely comfort, accessibility and safety and found that there is a slight difference in satisfaction between the minibus and bus transit, but users agreed that overcrowded and felt unsafe during the night were among the most significant attributes that affect their satisfaction. Transportation authorities can use these findings to enhance the quality of life of public transport users in the future.
Keywords: Public transportation, city bus, factor analysis, customer satisfaction.
eISSN 2514-7528 © 2018. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.