Factors Influencing the Passenger Satisfaction at Public Transport in Kuala Lumpur, Malaysia

Abstract

The aim of this study is to identify and analyse the factors influencing passenger satisfaction on public transport in Kuala Lumpur, Malaysia. Despite efforts to improve the quality and accessibility of public transportation systems in the city, passenger satisfaction levels remain a concern. Understanding the key factors that contribute to passenger satisfaction is crucial for policymakers and transportation authorities to enhance the overall quality of public transport services. Therefore, this study seeks to investigate the various factors that significantly influence passenger satisfaction in Kuala Lumpur's public transport system. By addressing such factors as service quality, timeliness, value for money, and environmental attitude and their impact on the level of satisfaction, the study intends to provide valuable insights and recommendations to improve the passenger experience and promote the usage of public transportation. This will ultimately contribute to sustainable urban mobility and enhanced transportation infrastructure in the city. The research draws support from a developed service quality model. Data was collected from the Greater Kuala Lumpur area using non-probability sampling methods, utilising a Google Form
questionnaire for respondents to complete independently. The respondents themselves administered the questionnaire, with 400 samples collected. Through linear regressions conducted within the SPSS programme, the hypotheses were evaluated and tested. The findings indicate a strong correlation between passenger satisfaction and key factors such as service quality, timeliness, value for money, and environmental attitude. By investigating these factors, the research seeks to provide insights and recommendations for improving the public transportation system in Kuala Lumpur to enhance passenger satisfaction and meet the evolving needs of the population.