Service Quality Of Kuala Lumpur Public Transports Tourism Essay Essay Example

Service Quality Of Kuala Lumpur Public Transports Tourism Essay Essay Example Service Quality Of Kuala Lumpur Public Transports Tourism Essay Essay Service Quality Of Kuala Lumpur Public Transports Tourism Essay Essay 1.0. Background of the narrative The definition of service quality means client perceptual experience on how good does a service can run into or transcend the outlook ( Czepiel 1990 ) . As for the words public conveyance itself, it is being describes as a vehicle that caters the rider to make a finish and every use of this peculiar public transit will be charge with a lower limit or a particular menus to each rider at the same times. In conveyance, there are a particular word being known as mobility it is normally defined as the ability to travel anything for illustration like people, goods and other populating thing or non living thing from one topographic point to another topographic point and it is measured by the figure of trips made by a individual each twenty-four hours ( Vasconcellos, 2001 ) whereas personal mobility refers to the usage of personal conveyance ; it can be a auto or a bike or others. The term of public is widely used ; this term is non considered as secret or private, the term itself unfas tened to or refering the people as a whole, sharing their really ain common involvement with everybody. Based on Md Aftabuzzaman, Graham Currie, Majid Sarvi, the chief urban public conveyance job is the route traffic congestion and this is one of the ground why people do non exchange to utilizing public conveyance ( Cervero 1991 ; Downs 1992 ) . By holding public conveyance system, efficient public conveyance ( PT ) can be regard as one of the possible solutions that can work out the job of urban route traffic congestion ( Hyman and Mayhew 2002, ; Pucher et Al. 2007 ; Vuchic 1999. The chief public conveyance such as coachs, taxis, trains was provided by the authorities towards the populace s usage. For convenient of people who are remaining in urban and rural countries ( White 2002 ) , authoritiess have provided a better service quality to people to do certain the service they provided are able to fulfill the consumer demands and outlook every bit good as to increase the degree of service quality of public conveyance. In public conveyance, service quality can be focus in term of tangib les, dependability and reactivity ( Parasuraman et. al. , 1985 ) and it has becomes a important issues which is to hold a better and comfy environment. Mostly clients do non fulfill with the physical installations in public conveyance. Cleanliness, comfortableness, frequences, reactivity of the driver and music director of public conveyances are the major issues client ever ailments and disappointed on it. Besides that, buses largely non provided convenience installations such as wheelchair, which is needed for disable individual. However, Malaysia Prime Minister himself dissatisfied with the current issues and jobs after being experienced on utilizing the LRT service. Problems for Light Rail Transit ( LRT ) and Keretanapi Tanah Melayu ( KTM ) are the clip reaching ever holds and non to bury, service likes promptness, frequences of train arrives on clip and insufficient of infinite to transport riders are besides the chief issues that caused congestion occurs ( Utusan 2008 ) . Even though the public transit is modernized and has been updated in urban countries but with the lacking of service quality and well-implemented by the authorities, it will take a negative perceptual experience tot the clients and they wo nt fulfill of utilizing public conveyance service that they provided which are deficient and inefficiency ( Karen Thompson, Peter Schofield 2002 ) . Despite the routing scheduled saying the coach would get on every 15 proceedingss but users has been waiting the half an hr and yet the coach still non ar rives. This is one of the promptness jobs faced by the public coachs in Malaysia ( The Star 2008 ) . Another incident occurred in urban country Kuala Lumpur, which are included LRT train and Rapid KL. The train and coach colliding with each other in 200 metre from Bukit Jalil Station ( The Star 2008 ) . This shows that the safety measuring of public conveyances become worst and action should be taken into consideration. Transit service quality and dependability is indispensable for theodolite riders and it did shown that both factors do impact rider satisfaction well ( Tyrinopoulos, 2008 ) . Furthermore, transit service dependability respect as one of the important factor for commuters to make up ones mind on which types of public transit they prefer to utilize the most ( Benjamin, 1998 ) . Due to inefficiency of system, coachs did non get on clip, going holds, missing of rider seats, therefore, these factors would do rider overloads. Commuters would more preferred to drive their ain vehicles alternatively of utilizing public conveyance to entree to work, diversion, school during the peak service periods. It must be given excess attending on inefficiency system of coachs in order to bettering the dependability towards of riders and commuters. However, service extension would nt be necessary if the rider burden was every bit distributed and coachs were on a regular basis spaced plenty. Harmonizing to Margareta Friman and Markus Felleson, new services of public conveyance are being developed and old services are being improved or upgraded in order to run into the possible and present client s demand. To promote more people to utilize the public conveyance, services should be designed and performed in a manner to run into the degrees of service required by clients ( Beirao and Sarsfield Cabral 2007 ) . In add-on, there are few factors of how clients perceive public conveyance. Factors such as frequence, dependability, travel clip and menu degree ( Hensher et al. 2003, Tyrinopoulos and Aifadopoulou 2008 ) , comfort and cleanliness ( Eboli and Mazzulla 2007, Swanson et Al. 1997 ) , web coverage or distance to halt ( Eriksson et al. 2009, Tyrinopoulos and Antoniou 2008 ) , and safety issues ( Smith and Clarke 2000, Fellesson and Friman 2008 ) are the chief factors for users do non utilize the public conveyance and besides client express their points of position approxim ately services every bit good as to supplying judgement of public conveyance harmonizing to the service quality. Harmonizing to Tew Shi Yi, to heighten the per centum degree of utilizing public transit, they managed to come up with a program which is to offer an effectual, accurate and user-friendly system for users particularly for the citizens of Kuala Lumpur and it so conveying the important benefits to the populace. Laura Eboli and Gabriella Mazzulla, one of the factors act uponing the travel user picks to utilize the public conveyance is the theodolite service quality. Those clients who manage to utilize the theodolite service, they will likely utilize theodolite services once more. In contrast, users may non utilize the theodolite services following clip if they are non capable to utilize it good. However, bettering the service quality is of import for pulling new users. Harmonizing to Che Rosmani Che Hassan, Mahar Diana Hamid, Norazlin Dzulkifly, Noor Zalina Mahmood, coach is one of the chief options of mass transit as it is non merely has better coverage countries such as Light Rail Tra nsit ( LRT ) and commuter train but besides cheaper for public to utilize it. Besides, they found out that bing coach interchanges frequently inadequate to run into the turning demands of clients. There are 1000s of people use the coach interchanges around Kuala Lumpur to make their finish in a twenty-four hours. Such interchanges are Hentian Puduraya, Hentian Duta, Klang Bus Stand and more. Based on research made by the pupil from the University Malaya, the study consequences happens to be true that, the ground why do most of the Malaysian used private autos alternatively of Public Transportation were chiefly, they lack of cognition about the handiness of the public transit around their country. Not familiar on how to utilize the public transit. Although there are several types of public conveyance but yet people instead to drive their ain auto and stuck in the traffic jam for few hours than utilizing with public conveyance that might somehow causes jobs when it is less unannounced. However, authorities has comes up with a program which is to present a new set of traffic direction policy steps to advance the usage of public conveyance. To promote the occupants to utilize the public conveyance, several installations has been provided by the authorities in public conveyance station such as excess parking infinites are added nearby the public conveyance station so that peo ple can park their auto and sit easy, bus bird from coach halt to the train station or add more coach or train frequences in either vicinity or the metropolis country. Ng Choy Peng and Dadang Mohamed MASEOM, private vehicles have led to severe congestion and pollution. Kuala Lumpur foremost started to run the light rail theodolite ( LRT ) in 1996 following by the STAR LRT and PUTRA LRT. These are the two LRT systems that operate in Kuala Lumpur after LRT. It has been found that most of the LRT Stationss in Kuala Lumpur countries provide unequal parking infinite and this is one of the ground public do non exchange to utilizing public conveyance. However, to advance the usage of public conveyance, the local governments recommended bettering the bing coach services like bus lane demands to develop even better and so on. As for the building of the commuter train, it must be well-developed and to do certain light railroad theodolite ( LRT ) is able to provide the demand of occupants from suburban country to urban country. Last but non least, it is besides shown that the public transit today face a really large negative impact from all the consumer and rider that travels around with the public conveyance, this proven a consequence that the public transit has show a batch inefficiency services that provided by each company, hapless connexion from certain finish to a finish itself. 1.2 Research Problem The job sing to this proposal is the client perceptual experience service quality towards public conveyance in Kuala Lumpur. This research is to happen our factors that act uponing clients non to utilize with the public conveyance. Researcher found out that private autos has become the chief pick of traveller s manner of conveyance is because they dissatisfied with the service quality such as dependability, cleanliness and comfortableness, installations, travel menu and clip of the public conveyance. There might hold been frequent ailments from the commuters and riders that the public conveyance did non supply a good service such as going ever delays, deficient rider s seats and others. Most of them deficiency of cognition about the handiness of the public transit around their country. Consumer does non cognize the exact travelling clip and continuance from the beginning to the finish itself and non familiar on how to utilize the public transit. So hence most of them would non take t he hazard into taking public transit as their manner of conveyance. Besides that, they are easy confused on what type of conveyance to utilize to make their finish ; somewhat it is due to there are excessively many picks of public transit to take from in Kuala Lumpur. Furthermore, the consumer does non desire to blow clip waiting for the transit with no exact geting clip mundane when they own a private auto where they do non worries anything about the handiness of the auto, the going continuance, and it is far more accessible from clip to clip. 1.3 Research Question What are the factors that affect public non to utilizing public conveyance in Kuala Lumpur? How does the service and demands can be improved? What is the extension degree of the service attributes must be improved in the hereafter? What is the overall satisfaction degree of users to public conveyance? What is the point of service quality that leads to client satisfaction? 1.4 Research Aims The chief intent of the aim for this proposal is to mensurate the user s planetary satisfaction with public conveyance every bit good as to analyze the client perceptual experience of utilizing Kuala Lumpur public conveyance harmonizing to certain factors. The chief point of this research is to happen out what is the degree of outlook perceptual experience of Kuala Lumpur clients about service of public conveyance delivered and what sort of services that affect most of the people do non utilize public conveyance. It is really of import to happen out how does the service and demands can run into the client s satisfaction, any betterment for authorities to keep the public conveyance, factors authorities would take into consideration in make up ones minding to utilize public conveyance more or thrust less in order to promote and advance people, particularly the citizens of Kuala Lumpur to utilize public conveyance services more frequently. Government should update the latest information such as possible paths coverage, going and arrival clip of the public conveyance and travel menu to the user. Suggested path will be giving out to the users to guarantee users utilizing public conveyance in a shortest clip and cheapest manner with a limited budget to make the finish itself. Aims of this research are: To find the ground for public to take to go with private auto but non utilizing public conveyance in Kuala Lumpur. To place the types of service and demands to run into the client s satisfaction. To place the extent spread of between the client s perceptual experience and outlook. To place the best solution to better the service quality of the public transit, like more seats and comfy seats. Theoretical Framework and Conceptual Framework Basically, the above diagram is the research shows how readers are to find the factors that encourage auto users switch from driving auto to utilizing public transit in Kuala Lumpur more frequently. Factors that can promote the auto users to exchange and utilize the public transit are to upgrade and spread out the service quality of that peculiar transit. For illustration, KTMB need to set in a batch of attempt into upgrading their services, particularly during the peak clip ( working hours ) so that the consumer can entree to it with hassle free. Customer satisfactions are besides an of import facet in the client perceptual experience, in order to do the client satisfied into utilizing the transit are to do certain that comfort are at that place, the warm service are they and handiness are environing the populace conveyance itself. Furthermore are the Reliability of Public Transport, in order to do the public transit a dependable one, the direction of the transit company, must ever upgrading their services and expand their services, so that the consumer can experience dependable towards the peculiar transit. Diagram above is the theoretical account of conceptual model, which is exemplifying the relationship between service and quality development, client satisfaction, reactivity, route handinesss of public conveyance, dependability of public conveyance ( geting on clip ) , and the care from clip to clip to public conveyance. 1.6 Significant of survey This research helps to indentify bing job of what factors encourage auto user s switch to utilize public conveyance which may take to the satisfaction of auto users. Through this research, the authorities has to set its attempt to do an betterment on the public conveyance system such as development of an integrated and efficient public conveyance system. Action should be taken into consideration to upgrade the public conveyance to auto users in order to run into the demands and supply an efficiency services which will give client a broad position of satisfaction particularly focuses on the enlargement of Light Rail Transit ( LRT ) and commuter train services. By making this, it will non merely helpful and utile at this clip and future planning every bit good. The consequence of this research will better the auto user s satisfaction. In the interim, this planning will promote more people to utilize public conveyance. Furthermore, it does helps to indentify extra alterations that can b e done to avoid farther impacts to the current site emphasized in this survey. Scope and Restrictions The range of survey is the public perceptual experience towards Kuala Lumpur public conveyance. Due to the clip restraint, the research worker might non able to garner beginnings of the information from diaries, on-line diaries, farther inside informations, and newspapers. Beside of this, the research worker besides confronting some troubles on the research paper because of the short clip provided on the research procedure. Obviously, it is caused by the deficiency of resource that provided in KDU library and the research worker besides confronting some troubles on acquiring the further inside informations information about public conveyance in Kuala Lumpur with a restriction of resources. It besides caused by the informations that provided in KDU library is non the latest and the informations did nt up to day of the month on a regular basis. Chapter 2 Reappraisal of Related Literature 2.1. Factors act uponing the client perceptual experience service quality towards Public Transport in Kuala Lumpur This reappraisal indicates that efficient public conveyance ( PT ) considered as one of the possible solutions to the job of urban route traffic congestion ( Hyman and Mayhew 2002, ; Pucher et Al. 2007 ; Vuchic 1999 ) .The factors that act uponing the client perceptual experience towards public transit are chiefly because of the times due to the apparently break down and the hold of train all the clip, the client do non desire to take the hazard taking public transit without taking the public transit, it will assist cut down the clip of going and can avoid the malfunction of the public transit all the clip The 2nd factor that influence their perceptual experience are crowded and comfort, due to the public transit are ever crowded, there are some of the client that afraid to take the public transit, ground are because they have to be inside the public conveyance hot and airless, sometimes will occurred instances like sexual torment towards the adult female that travel utilizing the public transit. Not merely that, when it is excessively crowded some of the client unable to bask the seats due to miss of seats and besides when there are excessively many people sometimes it will do sleepiness when non plenty air ventilate in the coach, train or taxi itself. The 3rd factor that influence the client into taking the public transit are the desirable paths are non covered by the public transit, it is merely covers some portion of the metropolis, suburban countries and town but non to most of the topographic points, it is difficult for those client to go utilizing public transit when some of the finish that offers by the populace conveyance itself need transportations and besides necessitate walking. The last factors that influence the client perceptual experience are the infrequent public transit. There are public conveyance that travels follow the clip that set by the system, illustration like KTM there are a board saying that what clip precisely will the train itself will get, but the train ever reach late and neer follow. So as the Monorail and besides the Star LRT which provides the incorrect information of clip all the clip? As for Putra LRT, is the lone rail that shows the right timing due to the, system will update its timing once the trains reach certain finish? Based on Apogee Research ( 1996 ) , there are three chief tools cardinal to the appraisal of public conveyance such as travel demand theoretical accounts, conveyance cost analysis techniques, conveyance study planning and impact spreadsheets and each of the tools will hold their ain benefits and disbenefits. 2.2. Service Quality Surprisingly, few surveies have so far analyzed this relationship. The construct of service quality involved results, satisfaction of the users, and other intangibles of public conveyance outlooks. In add-on, installations and more touchable facet of public conveyances physical elements are besides one of the construct of service quality ( Fodness A ; Murray, 2007 ) . Service quality besides involves the perceptual experience and outlook of the service degree delivered to the user which is meets their demands. Some theoretical accounts have been developed that effort to associate sensed quality dimensions to specific merchandise attributes in the merchandise development literature ( Hauser and Clausing 1988, Nagamachi 1995 ) . Government should increase the capacity of the public transit, the deficiency of seats is what trouble oneselfing the client and why they do non sit on public transit because it is tired to stand all the clip. The service quality of the public conveyance is no n truly executed good. For illustration: The Light Rail Transit ( LRT ) and Keretapi Tanah Melayu Berhad ( KTMB ) ever delays, deficient infinite to transport more rider seats and this is one of the ground caused the congestion occurred ( Utusan, 2008 ) . Should besides believe of refurbish each and every of the station and Michigans and put in the service which necessary for the convenience of all the client and comfort while waiting for the public conveyance. Not merely that they environment of the public transit are good, but besides the driver, staff and the 1 who work in the service line must possess a good bosom in assisting and helping. Cleanliness and comfy of public conveyance are the chief visual aspects for users. Normally, users will concentrate on the cleanliness of inside, seats, and Windowss of the public conveyance. Therefore, the direction has to do certain the equipment is up to day of the month and in working order every bit good as the waiting countries were suitably furnished, cleaned and good all the times. Employees and staffs of the public conveyance must ever possess with batch of accomplishments and cognition on the service production in order to supply a better services to users. One of the measurings in ser vice quality is the inside of the public conveyance, which is considered as the physical visual aspects ( Parasuraman, et. al. , 1988 ) . 2.3. Dependability of Public Transport Harmonizing to Beimborn et Al. ( 1993 ) , it is of import to supply a model for benefit analysis and described the measuring techniques after reexamining the rule and issue for public conveyance benefit measuring. Reliability is concentrating on frequences and promptness of the populace conveyance which is arrives on clip and able to run into the outlook of the users. It means the ability to execute the promised service which are more faithfully and accurately ( Parasuraman, et. al. , 1988 ) . Reliability of Public Transport is an of import facet, in order to derive the trust and the satisfaction of consumer. The public transit itself must ever understand what the client demand, like be punctual all the clip, do certain that there are no troubles happen, no excessive menus being imposed at the invitee or tourer. When there are a shorter manner to make the finish itself, do nt seek another longer manner to increase the far. Bing honest all the clip, this manner, it will do the client happy and thinks that the public transit is dependable and besides will gives a positive impact to the public perceptual experience and outlook. 2.4 Customer Satisfaction ( Richter et al. 2008a, 2008b ) to run into possible and present clients demands, quality investings that truly raise the sensed service public presentation sing these properties constitute an of import issue. In order to do the client satisfied towards the public transit, the direction must ever update their service and besides their conveyance, so that the rider can bask a comfort and happy drive. Staffs must ever supply an efficiency service to the clients. With a sensible menu, comfort, cleanliness and easy entree to a finish or topographic point through the scheduled, clients will derive the assurance of utilizing public conveyance alternatively of driving their ain vehicle. Passenger takes the public transit due to a batch of ground and the ground that drives them to take it. In order to keep the rider keeps taking the public transit ever do certain that there are no jobs occurred during the drive or before the drive. Try making study to study on the consumer on what can be upgrade and what can they make to do the client more satisfied. 2.5. Responsiveness Harmonizing to ( Parasuraman, et. al. , 1988 ) , another quality of dimension in mensurating service quality is responsiveness. It means the willingness of the staff or employee to assist the clients and to supply a better and prompt service to clients at the same clip. However, the attitude of the driver or staff in public conveyance must be ever possess with a good behaviour. Staff and driver are required to act in niceness and friendly with the clients alternatively of demoing choler or discourtesy to the clients. The manner they speak to the clients and the manner they give client a manus are of import in the service quality of reactivity. In malice of this, it indicates that clients or user perceptual experience and outlook to the service quality in the public conveyance are become more of import and could nt be neglected by the direction. 2.6. Path Handinesss With the demand for public transit is deriving twenty-four hours by twenty-four hours, the coach operator and rail operator must believe of making new coach paths and besides train paths to allow the client entree to other topographic points which are barely had any transit entree to it. Particularly now the authorities had come out with an thought of constructing public transit for Cheras and besides Kota Damansara rail line. Even though the coach caters largely to all the paths in Klang Valley, whether it is deep inside or outside the boundaries, but there are still some of the route that still haven accessible by the coach and besides other public transit itself. Even though some of the topographic point had already available for public transit but some of it needs interchanges, this will trouble oneself the client for altering or reassign to another station. 2.6. Care From Time to Clock Servicess that are dependent on already-existing, complex systems of substructure and organisational agreements are likely to necessitate a different logic ( cf. de Brentani 1995, 2001 ) . For a better public transit consequences and pull more and more people into taking public transit, what a operating company must make are to do certain that they ever check their conveyance. Make certain that care do from clip to clip to do the train or coach or even taxi interrupt down or holding troubles when there are rider that are utilizing the public transit. Because once the train is holding any troubles job, it will take about an hr or two to repair the jobs. With such sort of job will ever gave the client or rider negative feedback towards the public conveyance. Even though it is non ever the negative feedbacks all the clip but is of import to avoid such thing happen. The company must take excess safeguard. Chapter 3: Research Methodology 3.1. General Methodology Hybrid research attack is the general methodological analysis in this research. The definition of Hybrid research attack is the combination of both qualitative and quantitative methods and these are the two methods research that the research worker used for the proposal. Besides this, it is besides known as a mix of attacks and there are besides some benefits by utilizing this research. The research worker will hold a deeper apprehension and cognition of the consequences when utilizing these two types of method. The efficiencies in clip and cost are besides one of the benefits. Other than that, this research attack allow the research worker to work out the job occurs with the qualitative research. Hybrid research attack can work out the job of unfamiliar to the background of the research. 3.2. Research Design There are two types of methods the research worker used in this research. First, Qualitative method, which is more to observation and besides the informations that collected is fact and unchangeable. The aggregation of the informations will be based on quality and it will be presented in words. The research worker will analyze and construe the information that have been collected through on-line research. Qualitative method is subjective. Due to the perceptual experience of everyone is different from each other. Hence, it is hard to generalise. The research worker will be more understanding by utilizing this method. Quantitative method relies on the research instruments used to roll up and mensurate the information. It is necessary to utilize the quantitative methods in order to understand and grok the nucleus intent of this survey. Both qualitative and quantitative methods will be use as the cardinal focal point of the research method. The study techniques that the research worker used for the qualitative method are to the full stand foring it. On the other manus, the research worker are making interview for the qualitative methods. The respondents for the interview will affect Kuala Lumpur frequent public transit user. Interview allows the research worker to garner more information and besides have a better apprehension on the subject. Researcher non merely can acquire information that is non available in literature method by interview the interviewee every bit good as the questionnaire besides can be tailored to run into the different demands of the respondents. As for the questionnaire, it will be semi-structure and more flexible during the interview. 3.3 Beginnings of Datas 3.3.1 Primary Data At foremost, the primary research is done in order to obtain the natural information from the public straight for the research proposal. For the research portion, the research worker will concentrate on the client perceptual experience service quality towards public transit in Kuala Lumpur and the negative thought of people to utilize public conveyance. Meanwhile, the research worker will happen out methods that are utile to advance and promote more people switch to utilize public conveyance particularly auto users. In this research, a study that incorporating 10 simple multiple picks questionnaire and besides an interview will be utilize it to roll up the primary informations. It takes about 5-10 proceedingss to make full in the study questionnaire for each respondent. There are some picks for each of the inquiries and each respondent merely hold to take one of the replies that they preferred the most. Respondents are required to jotting down their ain remarks in the questionnaire signifier that stated with their ain sentiment towards public conveyance in Kuala Lumpur. This research is utile because all the study signifiers will be collected and gathered by the research worker one time they have done. Besides that, an interview will be carry oning around the Kuala Lumpur City Centre and the group that the research worker targeted would be the all centric and mid-centric. Primary Data is besides collected for this research by questioning the Kuala Lumpur frequent public transit users. The definition of the public transit user will be the Malayan users that use the populace conveyance about every twenty-four hours. Through the interview, they can supply a better thought and personal position which can assist the research worker to derive more information while making the proposal. The interview would affect inquiries asked by the researcher one-on-one to a topic sing the client perc eptual experience towards public conveyance and besides to ask for their sentiment what types of the demand can run into the satisfaction of public transit users. The targeted group of the populace for this interview would be college pupils selected indiscriminately. The research worker will roll up and analyse the information from the interview and utilize it to back up the consequence of quantitative informations. 3.3.2 Secondary Data Besides utilizing the primary researches, secondary researches are used widely in this study by the research worker excessively. Secondary informations defined as the information that acceptable by most of the research workers and the informations will decidedly published in the populace by other research workers. Normally, secondary informations can be easy found on web sites, diary, articles, books, text editions, magazines, and besides some other on-line resources. However, the chief secondary resources that the research worker used in this study are journal and electronic beginnings. The research worker gets the diary from the college library and on-line research every bit good. The research worker will more preferred to roll up the secondary informations that published within few old ages clip. It is because the information that published within few old ages clip is considered as the latest info for the research worker itself and the latest info will assist the research worker t o hold a better analysis and account. Respondents In order to acquiring the sentiment of public perceptual experience towards public transit, an interview is designed to aim the Kuala Lumpur frequent public transit users. The research worker has interviewed two frequent public transit users which are Mr. Alice, Part Time Accountant and Mr. Alex, Operations Manager. They are the people who frequent use public transit more than four times a twenty-four hours. Besides that, they are able to supply the information such as the perceptual experience of client satisfaction, service quality and the handinesss towards the public conveyance conditions is good plenty. The questionnaire studies will be conducted merely for Kuala Lumpur frequent public conveyance users. Journal and website mentions Lee Vien Leong, Jen Sim Ho and Ahmad Farhan Mohd Sadullah. Preference of Travelers for Sustainable Transportation Planning Objectives in Klang Valley, Malaysia. School of Civil Engineering, Universiti Sains Malaysia. hypertext transfer protocol: //eprints.usm.my/13606/1/preference_of_travellers.pdf Tew Shi Yi, 11 November 2009. Journey Planner for Public Transport In Kuala Lumpur. University Malaya Kuala Lumpur hypertext transfer protocol: //dspace.fsktm.um.edu.my/xmlui/bitstream/handle/1812/874/Chapter % 201 % 20Introduction.pdf? sequence=1 Md Aftabuzzaman, Graham Currie and Majid Sarvi, Monash University. Measuring the Congestion Relief Impacts of Public Transport in Monetary Footings, Journal of Public Transportation, Vol. 13, No. 1, 2010 AÂ © Center for Urban Transportation Research hypertext transfer protocol: //www.nctr.usf.edu/jpt/pdf/JPT13-1Aftabuzzaman.pdf Margareta Friman and Markus Fellesson Karlstad University, Sweden. Service Supply and Customer Satisfaction in Public Transportation. Journal of Public Transportation, Vol. 12, No.4, 2009 hypertext transfer protocol: //www.nctr.usf.edu/jpt/pdf/JPT12-4Friman.pdf Abdul-Rashid and Abdul-Aziz 2006. Denationalization of Fixed-rail theodolite systems: a instance survey of Malaysia s STAR and PUTRA. Canadian Journal of Civil Engineering, 33 ( 7 ) 2006 hypertext transfer protocol: //www.thefreelibrary.com/Privatisation+of+fixed-rail+transit+systems % 3A+a+case+study+of -a0152179851 Dr.Lawrence Tseu, State Planning Unit, Chief Minister s Office, Sarawak, Urban Transport Growth: The Challenges Ahead-The New Realism And Institutional Changes, 2006 hypertext transfer protocol: //www.sabah.gov.my/jpas/news/Conv06/Papers/Pap8_SPU.pdf Mold of Transportation Behavior In Kuala Lumpur hypertext transfer protocol: //dspace.fsktm.um.edu.my/bitstream/1812/859/2/wek060048_Chapter % 202 % 20Literature % 20Review.pdf Bettering Infrastructure, Utilities and urban transit hypertext transfer protocol: //www.epu.gov.my/html/themes/epu/html/rm9/english/Chapter18.pdf Choy Peng Ng and Dagang Mohamad Masome, Civil Engineering Department, The Development of Model Estimation To Determine Parking Needs At LRT Stations in Suburban Area, Journal Vol.5, pp. 877-890, 2005 hypertext transfer protocol: //www.easts.info/on-line/proceedings_05/877.pdf Zaherawati Zakaria, Zaliha Hi Hussin, Mohamed Fajil Abdul Batau and Zuriawati Zakaria. Service Quality of Malaysian Public Transports. Cross-cultural communicating Vol.6, No. 2, 2010, pp. 84-92 ISSN 1712-8358 hypertext transfer protocol: //cscanada.net/index.php/ccc/article/viewFile/1290/pdf_434 Timothy Paul Hutchinson. The client experience when utilizing public conveyance: a reappraisal, Proceedings of the Institution of Civil Engineers, Municipal Engineer 162, September 2009 Issues ME3 Pages 149-157 www.icevirtuallibrary.com/docserver/fulltext/muen162-149.pdf Abdalla Nurdeen Kamba, Riza Atiq O.K.Rahmat, Amiruddin Ismail. Why Do Peoples Use Their Cars: A Case Study In Malaysia? Journal of Social Sciences 3 ( 3 ) : 117-122, 2007 ISSN 1549-3652 AÂ © 2007 Science Publications hypertext transfer protocol: //www.scipub.org/fulltext/jss/jss33117-122.pdf Che Rosmani Che Hassan, Mahar Diana Hamid, Norazlin Dzulkifly and Noor Zalina Mahmood. Hazards Identification At Bus Interchanges in Kuala Lumpur. Journal of Engineering Science and Technology Vol.4, No. 1 ( 2009 ) 47-56 AÂ © School of Engineering, Taylor s University College hypertext transfer protocol: //jestec.taylors.edu.my/Vol % 204 % 20Issue % 201 % 20March % 2009/Vol_4_1_47-56_Rosmani.pdf Leong Lee Vien, Younes Bagheri and Ahmad Farhan Bin Mohd Sadullah. Analysis of Headways on Passenger Loads for Public Services: Case Study of Penang Island, Malaysia. School of Civil Engineering Universiti Sains Malaysia. European Journal of Scientific Research ISSN 1450-216X Vol.45 No.3 ( 2010 ) , pp.476-483 AÂ © EuroJournals Publishing, Inc. 2010 hypertext transfer protocol: //www.eurojournals.com/ejsr_45_3_14.pdf Anzmac 2009. The Examination of the Consumer Satisfaction in the Urban Public Transport. Szechenyi Istvan University, Hungary hypertext transfer protocol: //www.duplication.net.au/ANZMAC09/papers/ANZMAC2009-413.pdf Laura Eboli and Gabriella Mazzulla, University of Calabria, Italy. A new Customer Satisfaction Index for Evaluating Transit Service Quality. Journal of Public Transportation, Vol. 12, No.3, 3009 hypertext transfer protocol: //www.nctr.usf.edu/jpt/pdf/jpt12-3eboli.pdf M.Devi Prasad and Dr. B. Raja Shekhar 2010. Impact of Service Quality Management ( SQM ) Practices on Indian Railways- A Study of South Central Railways. International Journal of Business and Management, Vol.5, No.9 ; September 2010. Geetika, Shefali Nandan and Motilal Nehru National Institute of Technology 2010. Determinants of Customer Satisfaction on Service Quality: A Study of Railway Platforms in India. Journal of Public Transportation, Vol.13, No. 1, 2010. Mention books Eliot Hurst, Michael E. ( New York, McGraw-Hill [ 1973-c1974 ] , and Transportation Geography: remarks and readings, ( xiv, 528 p.illus. 24cm. ) Page, Stephen. ( Harlow: Longman,1999 ) Transport and tourism/ ( x, 350 p. : ailment, maps ; 24cm. ) Meyer, Michael D. ( Boston: McGraw-Hill, c2001. ) Urban transit planning. ( xiv, 642 p. : ill. ; 24 centimeter. ) Page, Stephen. ( Harlow, England: Pearson Prentice Hall, 2005 ) Conveyance and touristry: ( xxiv, 450 p. : ill. , maps ; 24 centimeter. )