Importance-performance analysis and Customer Satisfaction Index for express bus services

Abstract

A study was carried out to investigate customer satisfaction level towards the public transportation services provided by Consortium Express Bus Company. 200 respondents consisting of 65 men and 135 women participated in the study survey. The survey was conducted in three bus stations in Kuala Lumpur and Selangor areas, namely Pudu Bus Station, Kajang Bus Station, and Putra Bus Station. Importance-Performance Analysis was used to identify customer perceived factors that needed to be prioritized for improvement. From this analysis, drivers and counter staffs were categorized as factors which needed to be given consideration. Customers were satisfied with the comfort, security, and ticket prices; thus the kind of services given must be maintained. Customer Satisfaction Index was used to analyze customer satisfaction level and was found to be 64.1%. This indicates that overall, the bus express services were at a moderate level of satisfaction.