000			02703ntm a2200289 a 4500
001			vtls000098209
003			KUKTEM
005			20251117113326.0
008			161130s2016 my a f abm 000 0 eng d
020			_aTHE0000289(Local)
039		9	_a201905141617 _bnazirah _c201712261154 _dnazri _c201611301025 _dsaini _y201611301024 _zsaini
040			_aUMP
090			_aFKASA .A54 2016 r Bc.
100	0		_aAneesa Aqeela Mohd Asha’ari
245	1	0	_aGuest satisfaction survey on public bus services: a case study in Kuantan / _cAneesa Aqeela Mohd Asha’ari
260			_aKuantan, Pahang : _bUMP, _c2016
300			_axiv, 50 p. : _bill. (some col.) ; _c30 cm. + _e1 CD-ROM
500			_aFaculty of Civil Engineering and Earth Resources
502			_aProject Paper (Bachelors of Civil Engineering) -- Universiti Malaysia Pahang – 2016
504			_aBibliography : p. 44-46
520	3		_aPublic 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.
610	2	0	_aFaculty of Civil Engineering and Earth Resources _xDissertations
650		0	_aUniversities and Colleges _xDissertations
650		0	_aTheses
856	4	0	_uhttp://ecollib.ump.edu.my/id/eprint/3989 _zAccess in library only
999			_aVIRTUA40 _c6759 _d6765
999			_aVTLSSORT0080*0200*0400*0900*1000*2450*2600*3000*5000*5020*5040*5200*6100*6500*6501*8560*9992