Quality of Service and Passenger’s Perception – A Review on Bus Service in Kota Bharu

Quality of Service is a very important measure for
public transportation service in Malaysia since its service
performance is low than other developed countries. A
questionnaire survey on public bus passengers in Kota Bharu,
Kelantan reveals that the passengers are not satisfied with the
city bus service provided due to lack of punctuality (60.5%
respondents) and low in frequency (67.7%). Using this
information, a study is carried out on the public bus service in
Kota Bharu to review the way this service is operated, and to
check whether the passenger’s claims are true. This paper is an
extract from a case study research in reliability of public bus
performance in Kota Bharu. The findings will help understand
the shortcoming of the public bus service in any way that the
operator or the authority can do something to enhance the quality
of service in order to improve passenger’s satisfaction.