Towards Low Carbon Society: Exploring Users Perceptions on the Service Quality Level Performance of Public Transport Staff in the Klang Valley

Abstract

In the midst of Malaysia to become developed nation by the year 2020, there are many strategies implemented, including to encourage the usage of public transportation and carbon reduction. This research study was undertaken to determine the service quality level performance of supporting employees of the public transport as provided to the bus and train users in Klang Valley in Malaysia in effort to explore the level of quality for attracting more users. Questionnaire survey was conducted on users within two pre-determined localities in the capital city. A multi-stage approach was used where data were collected primarily through survey questionnaires. This was supported through semi-structured interviews with selected individuals and site observation of facilities provided and staff-customer interaction. Analysis of findings generally suggested that the service quality performance level generally was considered as ‘average’ for a number of soft trait dimensions. All these dimensions are personal interaction between the staff and the users. What emerged from the findings also suggested that there was a wide gap between service given and what is perceived and expected by the users. Such instances suggested that the service provided by the staff has yet to be considered as achieving excellent quality service level from the viewpoint of the users. As such, considerable improvement was needed to enhance the attitudes and behaviors of the staff to a level of service that would certainly satisfy and delight the users.