| Summary: | Population in Kampar town ,Perak, increased by 2013 and it will cause traffic
congestion and pollution. To protect Kampar town, public transportation need
improvement so that people in Kampar town like to use public transport. Quality of bus
service decrease by 2011 until now. People refuse to riding bus and it will make the bus
company cannot survive and people who cannot afford private transport will lost benefit
to use public transport. This study purpose are to investigate service quality of public
bus at Kampar town, to know which service quality have influence to customer
satisfaction and to find gaps and proposed improvement of public bus at Kampar town.
Survey have been administered at Kampar town and its surrounding area to collect data.
The data have been analyzed using Microsoft excel to get the percentage of service
quality, level of customer satisfaction and gaps of proposed improvement. From the
result, customer satisfy with seat, safety from harassment, cleanliness of the bus, staff
attitude, staff appearance, bus driving style, service hours of the bus, bus routes, number
of bus transfer and walking distance from bus stop from home.customer not satisfy with
seat availability, security of customer,s belonging, bus temperature, cleanliness of the
station, punctuality of the bus, bus frequency, bus fare and information about bus
schedule. Finally recommendation to improve quality service of public bus have been
suggested which is higher the frequency of the service.The findings help to understand
customer demand in Kampar town and provide information and suggestion so that the
responsible parties can enhance the quality of public bus service and can attract
customer to ride public bus.
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