An Investigation Into Qualitative Differences Between Bus Users and Operators for Intercity Travel in Malaysia

Public transport usage in Malaysia is showing a downward trend. Despite major improvements implemented as well as intended for public transport, the bus user satisfaction is constantly on a decline. This study investigated qualitative differences between bus users and operators based on 11 pre-selected quality attributes for an intercity travel in Malaysia with a predominant public transport mode– the Bus. The perceptions were measured via responses on a likert scale to establish differences. Perceptual, socio-economic and trip data were collected using questionnaire from bus users and operators on a pre-selected route-Johor Bahru to Kuala Lumpur (JB-KL). Analyses used statistical tools particularly correlation analyses, step-wise multiple regression analyses, Mann Whitney test methods and Wilcoxon test. Quadrant analyses established relationship between relative importance and satisfaction from quality attributes. Results indicate significant correlation differences in both groups on attributes viz. ‘bus fares’ ‘travel comfort’, ‘travel convenience’, ‘ticket availability’ and the ‘facilities at the bus terminal’. Study revealed significant gaps in the understanding about the composition of bus service-quality by operators. Alternate hypothesis were rejected as bus users and operators reveal significant perception differences on quality attributes–‘bus fares’, ‘travel comfort’ and ‘bus staff behaviour’. The satisfaction levels of four extremely important quality attributes viz. ‘bus fares’, ‘travel comfort’, ‘bus staff behaviour’ and ‘bus user security’ were found low to average. Similarly major deterrents of the bus patronage were appraised. In this endeavour, the research exploited knowledge of perceptions to suggest quality attributes that are necessary to improve public transport ridership and consequently the modal share of public transport in Malaysia.