Conceptualising The Free Bus Service Quality Performance Assessment


This synthesised paper explores the theory of service quality that affects passenger’s satisfaction level on free bus services. Free bus services are an initiative by local authorities in encouraging people to switch their mode of transportation from private to public vehicles. However, planning and managing the services of free bus still remain as complex matters due to the lack of extensive in the understanding of the concept of service quality performance. Thus, it is very important to identify the state-of-the-art of service quality on free bus services that bring significant impact towards passengers. The Service Quality (SERVQUAL) model was studied in depth to precisely understand the fundamental of service quality that contributed to the level of passenger’s satisfaction. This model consists of 5 main dimensions (reliability, tangibility, responsiveness, empathy and assurance) that play important roles in evaluating the quality of service. Reliability helps in providing the service consistently and meeting with the schedule of information. Tangibility focuses on the physical place aspect, and helping the passengers falls under the responsiveness attribute. Last but not least, empathy is the attribute that considers the aspect of giving best services to the passengers. Meanwhile, assurance attribute is based on gaining the trust and confidence in fulfillingthe needs of passenger. These attributes aid transport planners and decision makers to capture the level of free bus service performance and paving ways for improvement plan to be embedded in providing better public transportation particularly in free bus.       

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26 December 2017

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Future Academy



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Technology, smart cities, digital construction, industrial revolution 4.0, wellbeing & social resilience, economic resilience, environmental resilience

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Shukri, N. S. M., & Ponrahono*, Z. (2017). Conceptualising The Free Bus Service Quality Performance Assessment. In P. A. J. Wahid, P. I. D. A. Aziz Abdul Samad, P. D. S. Sheikh Ahmad, & A. P. D. P. Pujinda (Eds.), Carving The Future Built Environment: Environmental, Economic And Social Resilience, vol 2. European Proceedings of Multidisciplinary Sciences (pp. 825-833). Future Academy.