Service Quality Of Public Transportation In Malaysia: Case Study Of Mass Rapid Transit

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Shahir Aiman Bin Md Azmi
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Due to the development of cities, travel by rail transit is more favourable and increased in popularity and reputation. The growth of private transport industries at second half 20th are decreases due to the increases of public transportation. So a lot of reports that are published in news are the rail transit are delays due to the services problems. The study was conduct on three station of Mass Rapid Transit (MRT) that was Sungai Buloh, Sungai Jernih and Kajang. The questionnaire was used to achieve the objective that was to identify the user perception. The sample size of questionnaire are 205 and have (7) attributes. The attribute were gender, age, purpose, on-time performance, frequency performance, on-time performance and overall service. Transit Capacity and Quality of Service Manual (TCQSM) were chosen as a guideline to identify the efficiency of service. Efficiency of service contains (3) attributes, on-time performance, frequency performance and hours of service. The comparison between quality of service (QOS) and user view are taken. The outcome of the questionnaire found, the passenger were mostly rate Good for all the QOS. The quality service of on time performance is LOS A, frequency performance and hour of service are LOS B. The comparison of QOS and user view are different at on-time performance, for user view is LOS B and quality service is LOS A. Both quality service for frequency performance and hours of service are same, LOS B. This study can conclude that the overall of quality service of Mass Rapid Transit in LOS B that is the mean of quality service is 5.33.
FYP 2 Sem 1 2019/2020
Mass Rapid Transit , User Perception , Quality Service