SERVICE QUALITY INFLUENCING CUSTOMER SATISFACTION LEVEL: CASE STUDY ON PUBLIC BUS SERVICE

Abstract

Public transports are commonly used around the country. This is because public transport is available to enable people to carry out their daily activities such as work samples, school, and home and so on. The Government has allocated a sum of money to ensure that every infrastructure, comfort and great service to the people in the country. Public transport can be classified into several types such instances, buses, taxis, trains, and so on. There are several issues that are often spoken of in the press and electronic media in connection with public bus. Public buses are often the choice is not about age as a medium for moving from one place to another. Among the issues often talk about is related to service quality and customer satisfaction. Objective of this study was to examine whether the factors that affect the quality of service to customer satisfaction MAJU Bhd Company. For the methodology, there are two techniques used, the first was the interview and survey questions from users who choose the bus. The questionnaire survey also divided into three sections a, b and c. with the expected results, we can make recommendations to the MAJU Bhd Company to improve service quality and meet customer needs. Lastly, the gradual improvement of the quality of public bus service MAJU will give satisfaction to the users.