Factors affecting passengers satisfaction towards of service quality on public bus transportation case study in Kota Bharu bus terminal Kelantan

This paper investigates 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 the requirements and desire will determine the level of service quality of the services. The reliability test Cronbach alpha, frequencies distributions, and Pearson’s Correlation Coefficient were employed to study the significant influence between the independent variables (IV) and dependent variable (DV). This thesis consists of four parts. In 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 the whole thesis was shown whereas for the last part, is about the discussion and the results of this research. Therefore, the main purpose of this research is to investigate the 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 findings reveal that three factors are considered important for determining the level of passengers’ satisfaction towards the public bus transportation in terminal bus Kota Bharu Kelantan. Managerial and theoretical implications are drawn and discussed in the paper, and a model is proposed