02703ntm a2200289 a 4500 vtls000098209 KUKTEM 20251117113326.0 161130s2016 my a f abm 000 0 eng d THE0000289(Local) 201905141617 nazirah 201712261154 nazri 201611301025 saini 201611301024 saini UMP FKASA .A54 2016 r Bc. Aneesa Aqeela Mohd Asha’ari Guest satisfaction survey on public bus services: a case study in Kuantan / Aneesa Aqeela Mohd Asha’ari Kuantan, Pahang : UMP, 2016 xiv, 50 p. : ill. (some col.) ; 30 cm. + 1 CD-ROM Faculty of Civil Engineering and Earth Resources Project Paper (Bachelors of Civil Engineering) -- Universiti Malaysia Pahang – 2016 Bibliography : p. 44-46 Public transport is a shared passenger transport service which is available for all people. Thousands of people use the public bus around Kuantan to reach their destinations. Nevertheless, increasing private vehicles on major roads in Malaysia have created problems in traffic congestion which further make accidents, air and noise pollution. The public also refused that the busses’ poor condition and the irregular and unpleasant services. Therefore, this study is intended to explore demographic behaviour of passenger public bus services and assess passenger satisfaction. At the same time, the survey also was conducted to evaluate passenger loyalty. To achieve this objective, Kuantan city has been chosen as a study area namely Rapid Kuantan Bus Station, Terminal Sentral Kuantan, Urban Transformation Centre (UTC) and University Malaysia Pahang. A total of 150 questionnaires were collected. Then, the average index method was performed to evaluate customer satisfaction. While to indicate customer loyalty Net Promoter Score method was chosen. The result demonstrates that, the user was satisfied on public bus. However, a possibility person to use other services is detractor. This means that people will use other services such as cab, trail and other things. Thus, the improvement of the service quality of public bus transport is important sign to makes it up since, the public bus transport one is majority of the public bus transport in Kuantan. Faculty of Civil Engineering and Earth Resources Dissertations Universities and Colleges Dissertations Theses http://ecollib.ump.edu.my/id/eprint/3989 Access in library only 0 0 0 6 10000 10000 2019-09-04 0 FKASA .A54 2016 r Bc. 0000114919 2019-09-04 00:00:00 1 2019-09-04 PSM 0 0 0 6 10000 10000 2019-09-04 0 CD 10184 | FKASA .A54 2016 r Bc. 0000114920 2019-09-04 00:00:00 1 2019-09-04 PSM VIRTUA40 6759 6765 VTLSSORT0080*0200*0400*0900*1000*2450*2600*3000*5000*5020*5040*5200*6100*6500*6501*8560*9992