CONSUMER PERSPECTIVE OF PUBLIC TRANSPORT SERVICE QUALITY AT SRI PUTRI BUS STOP

Abstract

This study was carried out to analyse the consumer perspective of public transport service quality at Sri Putri bus stop. A total of 100 public transport consumers at Sri Putri bus stop were randomly selected to be the respondents of the study. A set of questionnaire was designed to gain primary data from the respondents about their perception on public transport service quality. This study is using SERVQUAL theory as a guideline throughout the analysis process. The overall findings of the study indicate that public transport consumer had positive perception about the bus but not for the bus stop. In conclusions, some suggestions have been made to improve the public transport quality service and recommendations for future research have also been included in the final part of the report.