Understanding passenger satisfaction and expectations in free bus service based on socio-demographic characteristics in Johor and the Klang Valley, Malaysia
Free bus service is known to serve passengers with the same goal as normal bus does. In fact, the implementation of free bus service acts as an alternative solution for those who have financial limitations. To keep a high satisfaction level of passengers regardless of various backgrounds, it is impo...
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| Format: | Article |
| Language: | English |
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Universitas Mercu Buana
2025-01-01
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| Series: | Jurnal Ilmiah SINERGI |
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| Online Access: | https://publikasi.mercubuana.ac.id/index.php/sinergi/article/view/25595 |
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| author | Husna Zakaria Munzilah Md. Rohani Muhammad Fazreen Mohd Pozi |
| author_facet | Husna Zakaria Munzilah Md. Rohani Muhammad Fazreen Mohd Pozi |
| author_sort | Husna Zakaria |
| collection | DOAJ |
| description | Free bus service is known to serve passengers with the same goal as normal bus does. In fact, the implementation of free bus service acts as an alternative solution for those who have financial limitations. To keep a high satisfaction level of passengers regardless of various backgrounds, it is important for the free bus providers to maintain the quality of their service. Therefore, this study aims to understand the relationship between socio-demographic characteristics and the satisfaction level and expectation of passengers on free bus services allocated in Klang Valley and Johor, Malaysia. A survey was conducted among the free bus users to collect data on their socio-demographic characteristics and their experiences with the service quality offered. According to the survey, teens and single people were the primary passengers of the free bus service. Moreover, passengers who had low income, no driving license, and no vehicles were also more likely to use the service. The overall satisfaction level of passengers was high (mean score > 3.6), indicating that the service quality provided by the free bus service provider met the expectations of passengers. However, no evidence was found from this study to relate socio-demographic factors with satisfaction level. |
| format | Article |
| id | doaj-art-47b058f7b5c9428f9a0e9d1bc551119c |
| institution | Kabale University |
| issn | 1410-2331 2460-1217 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Universitas Mercu Buana |
| record_format | Article |
| series | Jurnal Ilmiah SINERGI |
| spelling | doaj-art-47b058f7b5c9428f9a0e9d1bc551119c2025-01-13T04:38:19ZengUniversitas Mercu BuanaJurnal Ilmiah SINERGI1410-23312460-12172025-01-01291597210.22441/sinergi.2025.1.0077839Understanding passenger satisfaction and expectations in free bus service based on socio-demographic characteristics in Johor and the Klang Valley, MalaysiaHusna Zakaria0Munzilah Md. Rohani1Muhammad Fazreen Mohd Pozi2Smart Driving Research Centre, Faculty of Civil Engineering and Built Environment, Universiti Tun Hussein Onn MalaysiaSmart Driving Research Centre, Faculty of Civil Engineering and Built Environment, Universiti Tun Hussein Onn MalaysiaPlanning and Special Project, Johor Public Transport CorporationFree bus service is known to serve passengers with the same goal as normal bus does. In fact, the implementation of free bus service acts as an alternative solution for those who have financial limitations. To keep a high satisfaction level of passengers regardless of various backgrounds, it is important for the free bus providers to maintain the quality of their service. Therefore, this study aims to understand the relationship between socio-demographic characteristics and the satisfaction level and expectation of passengers on free bus services allocated in Klang Valley and Johor, Malaysia. A survey was conducted among the free bus users to collect data on their socio-demographic characteristics and their experiences with the service quality offered. According to the survey, teens and single people were the primary passengers of the free bus service. Moreover, passengers who had low income, no driving license, and no vehicles were also more likely to use the service. The overall satisfaction level of passengers was high (mean score > 3.6), indicating that the service quality provided by the free bus service provider met the expectations of passengers. However, no evidence was found from this study to relate socio-demographic factors with satisfaction level.https://publikasi.mercubuana.ac.id/index.php/sinergi/article/view/25595expectancy theoryfree bus servicesatisfaction levelsocio-demographic characteristics |
| spellingShingle | Husna Zakaria Munzilah Md. Rohani Muhammad Fazreen Mohd Pozi Understanding passenger satisfaction and expectations in free bus service based on socio-demographic characteristics in Johor and the Klang Valley, Malaysia Jurnal Ilmiah SINERGI expectancy theory free bus service satisfaction level socio-demographic characteristics |
| title | Understanding passenger satisfaction and expectations in free bus service based on socio-demographic characteristics in Johor and the Klang Valley, Malaysia |
| title_full | Understanding passenger satisfaction and expectations in free bus service based on socio-demographic characteristics in Johor and the Klang Valley, Malaysia |
| title_fullStr | Understanding passenger satisfaction and expectations in free bus service based on socio-demographic characteristics in Johor and the Klang Valley, Malaysia |
| title_full_unstemmed | Understanding passenger satisfaction and expectations in free bus service based on socio-demographic characteristics in Johor and the Klang Valley, Malaysia |
| title_short | Understanding passenger satisfaction and expectations in free bus service based on socio-demographic characteristics in Johor and the Klang Valley, Malaysia |
| title_sort | understanding passenger satisfaction and expectations in free bus service based on socio demographic characteristics in johor and the klang valley malaysia |
| topic | expectancy theory free bus service satisfaction level socio-demographic characteristics |
| url | https://publikasi.mercubuana.ac.id/index.php/sinergi/article/view/25595 |
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