Users’ Satisfaction of Smart Selangor Bus Services

Abstract

Efficient public transportation is an important tool of social mobility that contributes greatly towards the connectivity of the general public in prospering economic and social growth. Understanding this, the Selangor State Government through the Smart Selangor Bus (SSB) initiative provides free, subsidized bus service throughout the state of Selangor to enable such social mobility to occur especially amongst the lower income group of the people in Selangor. This study investigates the effectiveness of the free, subsidized public transportation provided and understand the factors that contribute to the users’ satisfaction. Coefficient correlation and regression analysis were employed to find out the relevance and significance of the relationship between the selected variables. The results of this study indicate that punctuality and reliability, cleanliness and maintenance, comfort and safety as well as additional facilities of the SSB, significantly related to the effectiveness of the bus service, thus ensuring the satisfaction of the users. The test revealed that 68.5% of the variables emplaced within the study explain the satisfaction of the users. This finding provides insight for enhanced management to the stakeholders of the SSB, particularly the operators and funders of the bus services and the general public.