Public Transport Service Attributes: Travelers’ perception in Malaysia

Abstract

This paper identifies components of satisfaction of public bus service in Kota Kinabalu, Malaysia.  Factor analysis is used to analyze 24 parameters satisfactions of public buses. This study succeeded in developing three dimensions of public bus service attributes, namely comfort, accessibility and safety and found that there is a slight difference in satisfaction between the minibus and bus transit, but users agreed that overcrowded and felt unsafe during the night were among the most significant attributes that affect their satisfaction. Transportation authorities can use these findings to enhance the quality of life of public transport users in the future.