The study of service quality: the case of public bus transport in Kota Bharu, Kelantan.

Public bus transport services is generally based on regular operation of transit buses along
a route calling at agreed bus stops according to published public transport timetable. The
significant growth of the uses of bus transport in Kota Bharu is faster than other public
transport such as air transport and railway. A survey will be conducted on public bus
transport to determine the service quality that provided by the company. This paper will be
measuring the service quality in 5 dimensions which are tangible, reliability, responsiveness,
assurance and empathy that will affect the satisfaction of customer toward public bus
transport in Kota Bharu, Kelantan. 300 respondents had been selected based on simple
random sampling and respondents had been surveyed by questionnaire. In this research,
reliability of the data, demographic characteristic of respondents and descriptive statistics
had been analysis. Pearson Correlation will be used to calculate the findings. As result,
tangible is the factor that contributes most towards customer satisfaction while using public
bus transport in Kota Bharu, Kelantan