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

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.