Assessing the Service Quality and Passenger Satisfaction towards SMART Selangor Buses Using SERVQUAL Model

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Hanita Hashim1 , Yati Ashikin Abdul Wahab2 , Hasliza Mohamad Ali3 , Naziz Nashriq Nijar4 , Hafizan Hashim5
1-2Faculty of Engineering and Life Sciences, Universiti Selangor (This email address is being protected from spambots. You need JavaScript enabled to view it., This email address is being protected from spambots. You need JavaScript enabled to view it.)
3Centre for Foundation and General Studies, Universiti Selangor (This email address is being protected from spambots. You need JavaScript enabled to view it.)
4Centre for Foundation and General Studies, Infrastructure University Kuala Lumpur (This email address is being protected from spambots. You need JavaScript enabled to view it.)
5Fakulty of Mechanical Engineering, Universiti Teknologi Mara (This email address is being protected from spambots. You need JavaScript enabled to view it.)

 

ABSTRACT

Perception of the SMART Selangor bus users needs to be examined to ensure the quality of service is always satisfactory, and to suggest improvement on the quality of this free service. Therefore, this study was conducted to determine the level of customer satisfaction on the quality of the SMART Selangor bus services in Shah Alam city. Customer satisfaction is important because organisations sometimes do not understand what goes on in the customer’s mind. Therefore, this study aims to analyse the level of customer satisfaction as well as to analyse the quality of services offered by the SMART Selangor bus. A total of 410 respondents were selected through a simple random sampling method. This study uses five dimensions of SERVQUAL, namely, Reliability, Assurance, Tangibles, Empathy, and Responsiveness. Data were analysed using descriptive, correlation, and multiple regression analysis. The findings show that respondents were satisfied with the overall quality of the SMART Selangor bus services. The results of the regression analysis found that reliability, empathy, and responsiveness have a significant influence on user satisfaction. Based on Pearson correlation results, there is a strong and significant linear positive relationship between user satisfactions with all dimensions of service quality. This study also found that there were significant differences between demographic factors such as gender, employment status, and monthly income in determining the satisfaction of the SMART Selangor bus users. It is suggested that the management of the SMART Selangor bus must improve its quality of services to the passengers.

Keywords: SMART Bus; Passenger Satisfactions; Service Quality, Selangor.