1. User Satisfaction of the Free Shuttle Bus Service in Petaling Jaya
- Author
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Nur Alya Imani Binti Ismail, Nur Intan Faaiqah Binti Mohd Faizal, Nur Rabiatul Adawiyah Atiqah Binti Ijama, Nuramira Adiyana Binti Suzeli, Nur Adibah Farhanah Binti Ismail, Isai Amutan Krishnan, Vimala Davy G. Ramiah, Sio Ching Hee, Tan Sheau Wei, and Nurul Ainina Binti Amir Ezam
- Subjects
Service (business) ,business.industry ,media_common.quotation_subject ,Public transport ,Value (economics) ,Customer satisfaction ,Quality (business) ,Business ,Marketing ,Rural area ,Service provider ,Reputation ,media_common - Abstract
Public transportation brings more convenience to customer in urban and rural areas. In Malaysia, awareness of using the PJ City bus by passengers in Petaling Jaya is still limited. Many passengers are still unsatisfied with the services provided because the shuttle bus is zero-priced services, so the quality of services are always questioned by access users. Therefore, this current study is to investigate the influences of value, quality and reputation of free shuttle (PJ City) bus services towards customer satisfaction. Understanding what customers expect is very important as it will help to improve the services. Data were collected from users of PJ City bus using a survey questionnaire. The finding further revealed that, value positively influenced the satisfaction of customers. So, it is important for the service provider to enhance its value to the customer.
- Published
- 2021
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