ASSESSING MRT FEEDER BUS SERVICES PERFORMANCE THROUGH PASSENGER’S SATISFACTION LEVEL IN THE SELECTED STATIONS OF KLANG VALLEY, MALAYSIA

Authors

  • Oladejo Aliu Olabayonle Kulliyyah of Architecture and Environmental Design INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
  • Muhammad Rijal Mohamad Kulliyyah of Architecture and Environmental Design INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
  • Syahriah Bachok Kulliyyah of Architecture and Environmental Design INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
  • Mohammad Zarif Mohd Zahari Department of Built Environment and Technology Studies UNIVERSITI TEKNOLOGI MARA

DOI:

https://doi.org/10.21837/pm.v19i15.933

Keywords:

MRT Feeder Bus, Service quality, Passenger Satisfaction, Fairness

Abstract

Resultant impacts of mobility increase within the Klang Valley, for example, congestion, parking problem and air pollution have highlighted the reason for a move towards the use of more sustainable transport modes within the cities. Hence the need for effective and reliable public transport. It is perceived that Mass Rapid Transit (MRT) feeder buses hold the guarantee of easing the growing congestion in Klang Valley if they are managed efficiently and sustainably. For this reason, this research expands the exploration of the MRT feeder bus services quality by evaluating the passengers' level of satisfaction. A quantitative approach was employed for this study by administration of the questionnaire. A total of 303 survey forms were collected through convenience sampling. The study's findings confirmed the efficiency and effectiveness of services provision. Surveys showed that most riders (62.7%) were females with the majority possessing a bachelor’s degree and above (64.4%). Also, a large proportion of the riders fell into the age group category between 20 and 29 years (69.0%), with less than half of the respondents earning an average monthly income of above RM 6,000 (45.9%). Most of the respondents were satisfied with the overall quality (above 80% satisfactory) but punctuality, waiting and travel times as well as services frequency of this first and last mile connection (FLM) had left a lot to be desired. The study also found significant relationships between gender and the fear of crime as well as conditions of bus stops. Thus, it recommends overall enhancement of service with safer environment for female riders and an increase in the service frequency of the MRT feeder buses to retain the existing users and attract more new users.

Downloads

Download data is not yet available.

References

Almselati, A. S. I., Rahmat, R. A. O. K., & Jaafar, O. (2011). An overview of urban transport in Malaysia. Social Sci, 6(1), 24-33.

Borhan, M. N., Ibrahim, A. N. H., Syamsunur, D., & Rahmat, R. A. (2019). Why public bus is a less attractive mode of transport: A case study of Putrajaya, Malaysia. Periodica Polytechnica Transportation Engineering, 47(1), 82-90.

Ceccato, V. (2017). Women’s transit safety: Making connections and defining future directions in research and practice. Crime Prevention and Community Safety, 19, 276–287.

Ceccato, V., & Loukaitou-Sideris, A. (Eds.). (2020). Transit crime and sexual violence in cities: International evidence and prevention. Routledge.

Chiu Chuen, O., Karim, M. R., & Yusoff, S. (2014). Mode choice between private and public transport in Klang Valley, Malaysia. The Scientific World Journal, 2014.1-14.

Chocholac, J., Sommerauerova, D., Hyrslova, J., Kucera, T., Hruska, R., & Machalik, S. (2020). Service quality of the urban public transport companies and sustainable city logistics. Open Engineering, 10(1), 86-97.

Clark, H. M. (2017). Who rides public transportation. http://www.apta.com/resources/reportsandpublications/Documents/APTA-Who-RidesPublic-Transportation-2017.pdf

Dahalan, D., D’Silva, J. L., Abdullah, H., Ismail, I. A., & Ahmad, N. (2017). Youth confidence in the quality of public transport services: The case of Greater KL, Malaysia. GeografiaMalaysian Journal of Society and Space, 11(9).

Duchène, C. (2011). Gender and transport. International Transport Forum Discussion Papershttp://hdl.handle.net/10419/68812

Feinsod, S., Romo Urroz, E., Haas, P. J., & Griffith, J. (2016). International Lessons for Promoting Transit Connections to High-Speed Rail Systems.

Guerra, E., & Cervero, R. (2013). Is a Half-Mile Circle the Right Standard for TODs?.

Hail, Y., & McQuaid, R. (2021). The Concept of Fairness in Relation to Women Transport Users. Sustainability, 13(5), 2919.

Ismail, R., Hafezi, M. H., Nor, R. M., & Ambak, K. (2012). Passengers preference and satisfaction of public transport in Malaysia. Australian Journal of Basic and Applied Sciences, 6(8), 410-416.

Mikhaylov, A. S., Gumenuk, I. S., & Mikhaylova, A. A. (2015). The SERVQUAL model in measuring service quality of public transportation: evidence from Russia. Calitatea, 16(144), 78.

Morton, C., Caulfield, B., & Anable, J. (2016). Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland. Case Studies on Transport Policy, 4(3), 199-207.

Peters, D. (2013). Gender and Sustainable Urban Mobility. Global Report on Human Settlements. Available from http://www.unhabitat.org/grhs/2013.

Ponrahono, Z., Bachok, S., Osman, M. M., Ibrahim, M., & Abdullah, M. F. (2017). Public Bus Level of Service Performance in Peninsular Malaysia: Correlation Analyses on Level of Service (LOS) and Passengers Satisfaction Level. Planning Malaysia, 15(1).

Priya Uteng, T., & Turner, J. (2019). Addressing the linkages between gender and transport in low-and middle-income countries. Sustainability, 11(17), 4555.

Rock, S., Ahern, A., & Caulfield, B. (2014). Equity and fairness in transport planning: the state of play. In 93rd Annual Meeting of the Transportation Research Board of the National Academies, Washington, DC.

Rojo, M., dell’Olio, L., Gonzalo-Orden, H., & Ibeas, Á. (2015). Inclusion of quality criteria in public bus service contracts in metropolitan areas. Transport Policy, 42, 52-63.

Shaharudin, M. R., Zainoddin, A. I., Akbar, J., Abdullah, D., & Saifullah, N. H. (2018). Determinants of the Passengers' Light Rail Transit Usage in the Klang Valley Malaysia. Int. J Sup. Chain. Mgt Vol, 7(6), 231.

Transportation Research Board (2013). Part 2 bus transit capacity. In Transit Capacity and Quality of Service Manual Third Edition (pp. 2-1 to 2-96). Retrieved from http://www.trb.org/main/blurbs/169437.aspx

Transportation Research Board. (2002). A guidebook for developing a transit performancemeasurement system transit cooperative research program (Vol. 88). Washington, DC: Transportation Research Board: United States Federal Transit Administration.

Downloads

Published

2021-05-17

How to Cite

Olabayonle, O. A., Mohamad, M. R., Bachok, S., & Mohd Zahari, M. Z. (2021). ASSESSING MRT FEEDER BUS SERVICES PERFORMANCE THROUGH PASSENGER’S SATISFACTION LEVEL IN THE SELECTED STATIONS OF KLANG VALLEY, MALAYSIA. PLANNING MALAYSIA, 19(15). https://doi.org/10.21837/pm.v19i15.933

Most read articles by the same author(s)

1 2 3 4 > >> 

Similar Articles

You may also start an advanced similarity search for this article.