The Factors Effecting Consumer Satisfaction on Public Transportation Service Quality in Kelantan

Abstract

In the past 25 years the usage of public transportation in most of the industrialized countries has diminished due to the fast development in the utilization of own cars. Public transportation plays major role for people to travel from one place to another place even though there are other kinds of modes such as airway, waterway, railway, and roadway. People widely prefer to use public transport for long journeys rather than use own vehicles. However, there are some issues in terms of vehicle reliability, affordability and safety & security affects the public transportation service quality. The objective of this study is to identify the effect of vehicle reliability, affordability, vehicle safety & security and consumer satisfaction on public transportation service quality in Kelantan. There are 384 respondents who have been randomly involved in the questionnaire conducted by the researcher. The element analysis of the survey results revealed that the vehicle reliability, affordability and safety & security strongly influences consumer satisfaction on public transportation service quality. Data analysis was conducted by using SPSS. This study provided 384 data about the vehicle reliability, affordability and safety & security which strongly influences consumer satisfaction on public transportation service quality in Kelantan. The findings show that the relationship between the vehicle reliability, affordability and safety & security of the data are essential to improve the consumer satisfaction on public transportation service quality in Kelantan