Factors affecting passengers satisfaction towards the service quality of public bus transportation case study Kota Bharu Bus Terminal

This paper investigate the level of passengers satisfaction towards the public bus transportation in terminal bus Kota Bharu, Kelantan. This study will focus on the passengers satisfaction in terms of accessibility, safety and security and comfortability. Service quality has been viewed as a determinant of customer satisfaction. Public transportation service is provided by the government and with the intention of not to compete in the market instead of to fulfill the basic needs of the public meet requirements and desire will determine the level of service quality of the service. The reliability test Cronbach alpha, frequencies distribution and Pearson's Correlation Coefficient were employed to study the significant influence between the independent variables (IV) and dependent variable (DV). This thesis consist of four part. In the the first and second part, the background of the public bus transportation was stated. The three factors affecting the passengers satisfaction are accessibility, safety and security and comfortability. For the third part, the research methodology of whole thesis was shown whereas for the last part, is about the discussion and the result of this research. Therefore, the main purpose of this research is to investigate the level of passengers satisfaction towards the public bus transportation in Kota Bharu bus terminal the third part, show the research methodology of the entire thesis. Pilot test, correlation and data analysis technique were using to test the relation of independent various and dependent various, Lastly, the final part is presented the conclusion and discussion of the research. The finding reveal that three factors are considered important for determining the level of passengers satisfaction towards the public bus transportation in terminal bus Kota Bharu. Managerial and theoretical implications are drawn and discussed in the paper and a model is proposed