Abstract:
The purpose of the research is to study about the satisfaction level of public
transport users in Johor Bahru town area: a case study of taxi transportation. Another
purpose that support this research is identifying the relationship between driver
behavior, vehicle condition and fares (meter) whether give influence toward the level
of passenger satisfaction of taxi service and develop the way how to improve the taxi
service in Johor Bahru. We need to identify the level of passenger satisfaction about
the taxi service and improve their performance. It is because from previous from The
Expert Magazine, show the Malaysia taxi are among the worst in the world in term
of quality, courtesy, availability and expertise.
The purpose the research to identify the level of passenger satisfaction and
from there we can improve the taxi performance. The better taxi service can increase
the image of taxi service and the other public transport in Malaysia, especially in
Johor Bahru. The research was divided into three aspects of taxi that is taxi vehicle,
driver behavior and fare. In term of taxi vehicle include the scope of condition of
vehicle, availability, cleanliness comfort, and safety. Based on the driver behavior,
those involve the driver appearances, friendliness, knowledge of route, driver
attitude, and willingness to help. Lastly, in term of fare that involve the meter usage
from driver. The result from this research hope can help the taxi transportation to
know the feedback from their customer about their service.
