Redefining user experience: a study of free-fare buses and its service quality in Johor, Malaysia
Abstract In Malaysia, public transport is well renowned for assisting its residents from place to place while also working to lower the travel cost. However, from the perspective of the bus supplier, free-fare bus service may have significant fuel, maintenance, personnel and infrastructure costs tha...
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Published in | IOP conference series. Earth and environmental science Vol. 1347; no. 1; pp. 12055 - 12065 |
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Abstract | Abstract In Malaysia, public transport is well renowned for assisting its residents from place to place while also working to lower the travel cost. However, from the perspective of the bus supplier, free-fare bus service may have significant fuel, maintenance, personnel and infrastructure costs that might not be met by money from passenger fees. In the long run, this can have an impact on the service’s viability and financial sustainability. In order to assess the return on an investment that does not anticipate a monetary return, a study of passengers’ satisfaction of the performance of free-fare bus service operations was conducted in Johor, Malaysia among 375 passengers. The survey covered five aspects, including comfort, responsiveness, facility, safety and information availability. Through the usage of 5-point Likert-scale questions, frequency and descriptive analyses were included. According to a population sample taken at random, more than half of free-fare buses users are female, teenagers or students who does not own a driving licence and without a source of income, making it impossible for them to acquire a motorized vehicle. All factors had a mean score of greater than 3.50, indicating that users are satisfied. This is advantageous because it demonstrates how government funding can result in the best service possible for users. In other way, the good free-fare bus services can attract more passenger in embracing the sustainability strategy to improve the traffic flow. |
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AbstractList | In Malaysia, public transport is well renowned for assisting its residents from place to place while also working to lower the travel cost. However, from the perspective of the bus supplier, free-fare bus service may have significant fuel, maintenance, personnel and infrastructure costs that might not be met by money from passenger fees. In the long run, this can have an impact on the service’s viability and financial sustainability. In order to assess the return on an investment that does not anticipate a monetary return, a study of passengers’ satisfaction of the performance of free-fare bus service operations was conducted in Johor, Malaysia among 375 passengers. The survey covered five aspects, including comfort, responsiveness, facility, safety and information availability. Through the usage of 5-point Likert-scale questions, frequency and descriptive analyses were included. According to a population sample taken at random, more than half of free-fare buses users are female, teenagers or students who does not own a driving licence and without a source of income, making it impossible for them to acquire a motorized vehicle. All factors had a mean score of greater than 3.50, indicating that users are satisfied. This is advantageous because it demonstrates how government funding can result in the best service possible for users. In other way, the good free-fare bus services can attract more passenger in embracing the sustainability strategy to improve the traffic flow. Abstract In Malaysia, public transport is well renowned for assisting its residents from place to place while also working to lower the travel cost. However, from the perspective of the bus supplier, free-fare bus service may have significant fuel, maintenance, personnel and infrastructure costs that might not be met by money from passenger fees. In the long run, this can have an impact on the service’s viability and financial sustainability. In order to assess the return on an investment that does not anticipate a monetary return, a study of passengers’ satisfaction of the performance of free-fare bus service operations was conducted in Johor, Malaysia among 375 passengers. The survey covered five aspects, including comfort, responsiveness, facility, safety and information availability. Through the usage of 5-point Likert-scale questions, frequency and descriptive analyses were included. According to a population sample taken at random, more than half of free-fare buses users are female, teenagers or students who does not own a driving licence and without a source of income, making it impossible for them to acquire a motorized vehicle. All factors had a mean score of greater than 3.50, indicating that users are satisfied. This is advantageous because it demonstrates how government funding can result in the best service possible for users. In other way, the good free-fare bus services can attract more passenger in embracing the sustainability strategy to improve the traffic flow. |
Author | Rohani, M Md Zakaria, H Ambak, K Nordin, N Mohd Pozi, M F Mohd Rashidi, N F A |
Author_xml | – sequence: 1 givenname: H surname: Zakaria fullname: Zakaria, H organization: Universiti Tun Hussein Onn Malaysia Smart Driving Research Centre, Faculty of Civil Engineering and Built Environment, 86400 Parit Raja, Batu Pahat, Johor, Malaysia – sequence: 2 givenname: M Md surname: Rohani fullname: Rohani, M Md organization: Universiti Tun Hussein Onn Malaysia Smart Driving Research Centre, Faculty of Civil Engineering and Built Environment, 86400 Parit Raja, Batu Pahat, Johor, Malaysia – sequence: 3 givenname: N surname: Nordin fullname: Nordin, N organization: Universiti Tun Hussein Onn Malaysia Smart Driving Research Centre, Faculty of Civil Engineering and Built Environment, 86400 Parit Raja, Batu Pahat, Johor, Malaysia – sequence: 4 givenname: K surname: Ambak fullname: Ambak, K organization: Universiti Tun Hussein Onn Malaysia Smart Driving Research Centre, Faculty of Civil Engineering and Built Environment, 86400 Parit Raja, Batu Pahat, Johor, Malaysia – sequence: 5 givenname: M F surname: Mohd Pozi fullname: Mohd Pozi, M F organization: Planning and Special Project , Perbadanan Pengangkutan Awam Johor, No 12 & 14, Jalan Iskandar Putri 1/2, Taman Nusantara Prima, 79200 Iskandar Puteri, Johor, Malaysia – sequence: 6 givenname: N F A surname: Mohd Rashidi fullname: Mohd Rashidi, N F A organization: Service Business Development , Mettler-Toledo Services Asia-Pac Sdn Bhd, 3rd Floor, Lot 8 Jalan Astaka U8/84, Seksyen U8, Bukit Jelutong, 40150 Shah Alam, Selangor, Malaysia |
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Snippet | Abstract In Malaysia, public transport is well renowned for assisting its residents from place to place while also working to lower the travel cost. However,... In Malaysia, public transport is well renowned for assisting its residents from place to place while also working to lower the travel cost. However, from the... |
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StartPage | 12055 |
SubjectTerms | Buses Motor vehicles Passenger comfort Passenger satisfaction Passengers Public transportation Sustainability User experience User satisfaction |
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Title | Redefining user experience: a study of free-fare buses and its service quality in Johor, Malaysia |
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