ASSESSING THE LEVEL OF CUSTOMER SATISFACTION ON PUBLIC EXPRESS BUS: A CASE STUDY ON SAFETY PERSPECTIVE

Abstract

The purpose of this research is to assessing the level of customer satisfaction on public express bus on safety perspective. There are six categories included which is public express bus safety, passenger safety, women safety, driver behavior, driver training and bus design and conditions. This research target location is at Pasir Gudang Bus Terminal which is a very developing area. The respondents of the research are passenger of Pasir Gudang Bus Terminal including students, workers, tourist etc. A set of questionnaire was designed to collect the data from the 100 respondents to know about the level of customer satisfaction and also their suggestion on how to enhance more about the customer safety. The overall findings of the research will help to improve and enhance the safety of customer that uses the public express bus.