Evaluating The Quality of Service for Bus Performance in Kuantan

Abstract

Today Malaysia still moving forward reaching towards developed countries. Rapid development in Malaysia has caused traffic problem in cities these country. Major cities such as Kuala Lumpur, Penang, Johor Bahru and Kuantan faced a serious traffic problem especially during peak hours. Improving public transport is one of the alternative to reduce daily traffic congestion. Recently, Government has implemented numerous initiative to improve public transport such as centralized several operator in major cities through Syarikat Prasarana Negara Berhad. Recently, there are several issues raised up regarding quality of service of bus performance in Malaysia. Therefore, these studies is aimed to evaluating the quality of service for bus performance in Kuantan. Service quality of bus would be determine based the bus operation by operator. There are routes have been selected in these studies. Kuantan has been selected in these studies as Kuantan is main cities in East Coast Peninsular of Malaysia and bus services operated by Rapid Kuantan. The result shows that four different attributes have been selected in these studies which are hours of service, passenger load, service frequency and on time performance. Based on the results, it shows that only passenger load factor has classified as A quality of service in these studies. These three attributes should be made some improvement on their quality of service. On time performance, also should be focused by operator as there are a several punctuality issues have done by bus driver.