An Analysis of User Satisfaction on Public Transport Terminal Based on Users Survey

Abstract

The main objective of this research is to do an analysis of the user satisfaction on the service provided by a public transport terminal by distributing the questionnaire. The survey had been carried out to the users of two public transport terminals which are Terminal One Seremban and Klang Sentral. These terminals had been recently upgraded with a variety of facilities but there were still complaints from the users about their deficiencies. The methods used were face to face interview and questionnaires distribution to the users of the terminals. The data obtained was analyzed by weighted parameter method to determine the satisfaction level. From this study, it had been determined that the most user consideration was safety and security and Cleanliness and comfort of the terminals as their top priority, followed amenities, information and lastly access and connection.