Bus Rapid Transit (BRT) in Malaysia: Passengers Satisfaction on Service Quality and Price

Abstract

A sustainable and friendly transport system are being developed rapidly in many developing cities across the globe. Knowing the satisfaction and dissatisfaction of public transport may help users and providers to determine the efficiency of public transport. Thus, this study aims to assess passengers’ satisfaction with quality of services and price provided by Bus Rapid Transit (BRT) in one of the cities in Malaysia. Using five dimensions of service quality (responsiveness, reliability, assurance, empathy and tangibility) and pricing, with 215 respondents of survey questionnaire, this study provided evidence that reliability, empathy and pricing have significant effect towards customer satisfaction. Furthermore, pricing become the most important factor that affect passenger satisfaction with BRT services. Future studies may compare the service quality of all public transport available in Malaysia, such as Light Rail Transit (LRT), Mass Rapid Transit (MRT) and Monorail.