Public Transport In Malaysia Case Study

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Public transport in Kuala Lumpur has been served commuting for the needs of all people. Abdul and Rohaya (2013) mentioned that, the concerns about the feeble public service and sustainability in the Klang Valley have alerted of some decision makers, planners and researches. However, Abdul and Rohaya (2013) found that, the need for the public transport is not influence enough. According to CHKL (2003), the public transport services development has shown statistics in 1985 to 1997 and stated that the public transport modal share of percentage has decrease from 34.3% to 19.7%. Thus, the writer studied to determine some problems continually faced daily by passengers that using the RapidKL service. The problems include the following: 1) Service…show more content…
4) Attitude of the bus driver: A bad behaviour shown by the bus drivers, with no pity or thought feeling for the passengers when they do not stop at bus station or bus stop. However, there was also bus drivers that did not want to pick some passengers even there were space availability in the bus. 5) System failures such as Touch & Go breakdowns, lack of technical knowledge in troubleshooting among bus drivers, when the ticketing machine malfunction and air-conditioning…show more content…
Regarding to Reichheld (1996), Customer satisfaction is a main factor that decides how successful the company in customer relationships. The satisfaction of consumers places the foundation for an organization’s long-term success. Other than that, the total quality management (TQM) is defined on the idea of customer satisfaction. A management approximate of a company centred on quality based on get involved in of all its members. Hauser et al. (1994) found that, the importance of the satisfaction rating is that customer satisfaction determine by a sign of upcoming profit. Customers that are satisfied when they often buy purchased similar product or service frequently (Reichheld, 1996), and will also suggest it to other people as well (Oliver and swan, 1989). A strong relationship between quality of product (as an predecessor), profitability and customer satisfaction (Fecikova, 2004). Figure 1 shows the model that represents the relationship between the three

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