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Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility

The purpose of this study was to investigate the current state of public bus transportation in Kedah, focusing on the factors influencing customer satisfaction and the decline in demand for bus services. The problem statement revolves around the decrease in demand for public bus has caused low deman...

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Main Author: Nur Amirah, Muhayadin
Format: Thesis
Language:English
English
Published: 2024
Subjects:
HE Transportation and Communications
Online Access:https://etd.uum.edu.my/11313/1/depositpermission.pdf
https://etd.uum.edu.my/11313/2/s831756_01.pdf
https://etd.uum.edu.my/11313/
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spelling my.uum.etd.113132024-10-06T06:41:07Z https://etd.uum.edu.my/11313/ Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility Nur Amirah, Muhayadin HE Transportation and Communications The purpose of this study was to investigate the current state of public bus transportation in Kedah, focusing on the factors influencing customer satisfaction and the decline in demand for bus services. The problem statement revolves around the decrease in demand for public bus has caused low demand for public bus service in Kedah and traffic congestion. The service quality (SERVQUAL) model theory and the Concept of Access are used as the main variables, namely reliability, assurance, tangibles, empathy, responsiveness, accessibility, and customer satisfaction in the context of public bus transportation in Kedah. This research paper utilizes a quantitative research design with hypotheses testing to explore the relationships between predetermined variables. Data collection involves closed-ended questionnaires administered to a sample size of 388 passengers selected through multistage sampling, incorporating both cluster and convenience sampling techniques to ensure geographic representation and route-specific diversity. The analysis conducted using PLS-SEM managed to answer the research objectives and questions of this research paper in which it revealed strong positive relationships between reliability, responsiveness, accessibility, and customer satisfaction, indicating that improvements in these areas can lead to higher levels of satisfaction among passengers. However, assurance, tangibles, and empathy did not show significant effects on customer satisfaction. Despite limitations, the research paper provides theoretical contributions and practical implications for bus operators and government authorities. In conclusion, improvements in transportation sector need to be taken so that public bus transport operations become more efficient and satisfaction among users will also increase 2024 Thesis NonPeerReviewed text en https://etd.uum.edu.my/11313/1/depositpermission.pdf text en https://etd.uum.edu.my/11313/2/s831756_01.pdf Nur Amirah, Muhayadin (2024) Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic HE Transportation and Communications
spellingShingle HE Transportation and Communications
Nur Amirah, Muhayadin
Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility
description The purpose of this study was to investigate the current state of public bus transportation in Kedah, focusing on the factors influencing customer satisfaction and the decline in demand for bus services. The problem statement revolves around the decrease in demand for public bus has caused low demand for public bus service in Kedah and traffic congestion. The service quality (SERVQUAL) model theory and the Concept of Access are used as the main variables, namely reliability, assurance, tangibles, empathy, responsiveness, accessibility, and customer satisfaction in the context of public bus transportation in Kedah. This research paper utilizes a quantitative research design with hypotheses testing to explore the relationships between predetermined variables. Data collection involves closed-ended questionnaires administered to a sample size of 388 passengers selected through multistage sampling, incorporating both cluster and convenience sampling techniques to ensure geographic representation and route-specific diversity. The analysis conducted using PLS-SEM managed to answer the research objectives and questions of this research paper in which it revealed strong positive relationships between reliability, responsiveness, accessibility, and customer satisfaction, indicating that improvements in these areas can lead to higher levels of satisfaction among passengers. However, assurance, tangibles, and empathy did not show significant effects on customer satisfaction. Despite limitations, the research paper provides theoretical contributions and practical implications for bus operators and government authorities. In conclusion, improvements in transportation sector need to be taken so that public bus transport operations become more efficient and satisfaction among users will also increase
format Thesis
author Nur Amirah, Muhayadin
author_facet Nur Amirah, Muhayadin
author_sort Nur Amirah, Muhayadin
title Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility
title_short Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility
title_full Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility
title_fullStr Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility
title_full_unstemmed Enhancing passenger statisfaction in Kedah Public Bus Services : A comprehensive analysis of sevices quality dimensions and accessibility
title_sort enhancing passenger statisfaction in kedah public bus services : a comprehensive analysis of sevices quality dimensions and accessibility
publishDate 2024
url https://etd.uum.edu.my/11313/1/depositpermission.pdf
https://etd.uum.edu.my/11313/2/s831756_01.pdf
https://etd.uum.edu.my/11313/
_version_ 1814056930157527040
score 13.211869

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