AhmadYusri+Krislynda+&+Aishah

**//final draft//**

**‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍**

**Customer Feedback of Kuala Lumpur Feeder Bus Service ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍**

Population urban in Kuala Lumpur causing increase used of public transport in Klang Valley. The current public transport system in Kuala Lumpur consist of bus, LRT, monorail, commuter and ERL. Feeder bus is one of public transport that has been used by residents in Kuala Lumpur. There are lot of feeder bus company such as RapidKL, CityLiner, Len Seng, Metro Bus and etc.
 * Date : 23/06/2011**
 * ﻿ **
 * Introduction :**

Although there are many feeder bus facilities in Kuala Lumpur, there are still problem in the service quality. Complaint from user mostly regarding :
 * Background of problem : **

pregnant woman type of chairs, stairs etc. ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍ || Attitude; drive to fast, stop anywhere, rude || Old vehicle; not comfortable to passengers ,cause of breakdown || Touch N Go system; must have a TnGo card, reader problem and card balance. No cash for certain bus which applied TnGo system, <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">no change money for pessanger who pay extra for bus fees. || <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;"><range type="comment" id="408421">‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Foreigner drivers: <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">cause of communication barrier. <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">competency level will be disputed by passengers example; no license, no permit to work- about the safety of passengers. ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍ || <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Many foreign passengers; <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">cause sexual harassment, body odor. || <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">not frequently (delay time), start journey once the bus full || <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">take overload passengers || <range type="comment" id="448751">‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Pollution to passengers ;black smoke & noise from bus engine due to not effective servicing by bus companies. ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍ ||
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">**System** || <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">**Driver** || <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">**Bus** ||
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;"><range type="comment" id="100987">‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Not friendly for disable users senior citizen,
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Payment system;
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Time schedule;

<span style="color: #a500ff; font-family: 'Trebuchet MS',Helvetica,sans-serif;">The analysis of the Government Transformation Programme (GTP) Annual Report 2010,<span style="color: #0000ff; font-family: 'Trebuchet MS',Helvetica,sans-serif; text-decoration: line-through;"> it shows from 2009 to 2010 the level of satisfaction of the public transport has been decrease <span style="color: #0000ff; font-family: 'Trebuchet MS',Helvetica,sans-serif; text-decoration: line-through;">﻿﻿ <span style="color: #0000ff; font-family: 'Trebuchet MS',Helvetica,sans-serif;">﻿ decreasing.
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Problem statement : **

<span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Cause a lot of complaint from user / passenger <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Users move /decide to drive their own car that cause the traffic jam

<span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">To investigate the level of satisfaction of passenger <span style="color: #0000ff; font-family: 'Trebuchet MS',Helvetica,sans-serif;">﻿s using the feeder bus services.
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Objective : **

<span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;"><range type="comment" id="519643">‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Why our bus transportation in KL received many complaints? ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Research question : **

Suggestion: What are the complaints made by passengers on the feeder bus service

<span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Propose to RapidKL, DBKL to improve the quality of bus <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">-Propose to RapidKL, DBKL & Ministry of transportation to improve & monitoring the quality servicing of bus in KL because this issue can be provide bad perception to tourism & consumers. -Improve the high quality public transportation in KL for encourage people using public transport especially feeder bus. -help to reduce traffic congestion in KL.
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Significance of the study : **
 * <range type="comment" id="756312">‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Date: 28/6/2011**
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Significance of the study : ‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍ **

Date: 1/7/2011 <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Propose to KL feeder bus companies, DBKL & Ministry of transportation to improve & monitoring the quality servicing of bus in KL. This issue can be provide good perception to tourism or people in KL & also encourage people using feeder bus to help to reduce traffic congestion in KL.
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">Significance of the study : **

<span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">[|Public transport user satisfaction is only 48%] <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">[|Public Transportation in Kuala Lumpur] [] [|SMRT Website] [|SBS Transit] [|Prasarana] [|RapidKL]
 * <span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">References: **

<span style="color: #800080; font-family: 'Trebuchet MS',Helvetica,sans-serif;">P/S : Please correct me if i'm wrong,thanks.

__<span style="font-family: 'Trebuchet MS',Helvetica,sans-serif;">**‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍Customer Feedback of Kuala Lumpur Feeder Bus Service‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍** __

**CHAPTER 1** **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Introduction : ** <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Population urban in Kuala Lumpur cause an increase usages of public transport in Klang Valley. From the 1960a to the 1990s, the Mini-Bus service or //Bas Mini// was a popular public transportation in Kuala Lumpur. But current public transport systems in Kuala Lumpur today consist of bus, LRT, monorail, commuter and ERL <span style="font-family: 'Arial','sans-serif'; font-size: 13px; line-height: 200%;">. <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">However, resident prefer to used a feeder bus because of parking issue such as lack of park and high parking rate. Beside, bus fare depends on bus operators, where certain buses uses daily pass system and certain buses uses zoning system, so that resident can save energy and cost. Other than that, they no need to worry about delay and timing concern. Hence, accident rate can be reduce and minimize the traffic congestion. <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; text-align: justify;">There are several bus operators operating in Kuala Lumpur, linking the city centre with the suburbs of Klang Valley. The main operator is the government owned RapidKL, where it took over the operations of bus operator, Intrakota dan CityLiner. Other operators include Len Seng, Metro Bus, Selangor Omnibus, SJ Bus etc.

**<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Background of problem : ** <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; text-align: justify;">Kuala Lumpur feeder bus service is poor compared to other cities, resulting only 16% total population in Klang Valley use it. Research from this issue find a lot of dissatisfaction and complaints from resident and passengers regarding the feeder bus service. System from operators itself is unfriendly for disable user, pregnant woman and senior citizen based on their chair and stairs facilities. Even though the fare is cheaper but their payment system is not efficient. Passengers must have a small change once they took a bus because the bus driver did not refund the balance of the fare if passengers pay more than they should. To overcome this issue, operator bus which is RapidKL has introduced a new payment system called Touch N Go system. It is a cashless card and very easy to used as simple as touch n go inside the bus. Unfortunately, there are few problems after that. Reader for Touch N Go not functioning cause passengers cannot took that bus and furthermore certain bus which apply this system only allowed Touch N Go user took that bus, means for those did not have it cannot took that bus since the driver did not accept cash. Besides that, passengers also complaining about time schedule, not frequent and delay. Most of the bus also only started the journey once the bus is full. In this case who should we blame? Driver or the operator. <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; text-align: justify;">Feedback from passenger showed that the bus driver is also one of the reasons why passenger feel uncomfortable once using a feeder bus. Their attitude actually is the main factors. For example driver being rude with the passenger, drive to fast and stop anywhere they wish too. This causes of unsecure feeling to passenger, hence reduce number of bus user. Some driver like to take extra passenger that cause of overload and uncomfortable for others passenger. Several operators using a foreign driver and eventually lead to communication problem. It also cause doubt to passenger either the driver have a valid license, citizen visa, good health and trustworthy. <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; text-align: justify;">In addition, bus condition also will create doubt in passenger feeling. A lots of old vehicle still being used and drive at city centre like Kuala Lumpur. Due to this issue, breakdown case cannot be resolve. Since driver take extra passenger and bus condition full of people, occurring cases of sexual harassment, pick pocket, theft including body odor. Our health also can be effect due to pollution by the bus fumes. **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Problem statement : ** <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; text-align: justify;">The analysis of the Government Transformation Programme (GTP) Annual Report 2010, shows from 2009 to 2010 the level of satisfaction of the public transport has been decreasing (The Star, March 2011). In other words resident and passenger switch their habit from took a bus to drive their own car to workplace or somewhere else. Due to this issue, road in Kuala Lumpur will start facing a traffic congestion. Why this problem happened? Because they prefer to drive their own instead of took a bus since it too many issue, complaint that they have to face once they choose a feeder bus. **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Objective of the study : ** <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">The objective of this study are : <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; margin-left: 0.5in; text-indent: -0.25in;">a) To explore what is the current problem passenger facing in feeder bus service. <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; margin-left: 0.5in; text-align: justify; text-indent: -0.25in;">b) To investigate the level of satisfaction of passengers using the feeder bus services. **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Research question : ** <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; margin-left: 0.5in; text-align: justify; text-indent: -0.25in;">a) What are the complaints made by passengers on the feeder bus service <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; margin-left: 0.5in; text-align: justify; text-indent: -0.25in;">b) What is the level of satisfaction of passengers using the feeder bus services **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Significance of the study : ** <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; text-align: justify;">In this study shows a lot of feedback from passenger, and we here to propose and recommend to relevant authorities such as RapidKL, DBKL & Ministry of transportation to improve & monitoring the quality servicing of bus in Kuala Lumpur because it can give adverse effect, bad perception against the country. This issue must be resolve so that we can create a good perception to tourism and resident in Kuala Lumpur, hence encourage passenger too used a feeder bus to help minimize traffic congestion in Klang Valley. **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">CHAPTER 2 ** **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Literature review ** **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Definition of Feeder Bus : ** <span style="display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; text-align: justify;">Based on transportation dictionary (n.d.), feeder bus is a bus service that picks up and delivers passengers to a rail rapid transit station or express bus stop or terminal. These services can take many forms, varying in distance covered and types of vehicle used, and can operate with fixed or flexible routes and schedules. Services may be operated by public or private companies. The word of bus it self come from Latin sentence //omnibus// means for all. **<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">History of Feeder Bus : ** <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">First feeder bus service is //Bas Mini// began on 23 September 1975 under Ministry of Transportation. //Bas Mini// that time, handle up to almost sixty different routes and the fare only RM0.40. Three major companies (Syarikat Kerjasama Pengaman (M) Bhd, Bas Mini Wilayah and Konsortium Pengusaha Bas Mini Sdn Bhd) monopolized the various bus routes while smaller operators were allowed to service certain areas only. //<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Bas Mini //<span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;"> has no fixed time schedule. <span style="color: black; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Instead, services were carried out on commission, where operators paid for every trip, and fare collection in a day. Sometimes, to compete with their competitor, the driver is likely to deviate from the original route cause inconvenience for the passengers. <span style="color: black; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">On 1st July 1998, //Bas Mini// services have been stopped and replace with bus services Intrakota. Once Intrakota operated in Klang Valley, Park May (CityLiner) also operated a bus service at the same area. There compete each other but the service still poor and inconvenience for passenger. <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Intrakota Komposit Sendirian Berhad, a subsidiary of public-listed company DRB-Hicom Berhad, was one of two consortia picked in 1994 to run the city/stage bus service in Kuala Lumpur surrounding suburbs. Park May Berhad was operated buses under the Cityliner. Intrakota also took over another two bus operator which is SJ Kenderaan Sendirian Berhad (better known as Sri Jaya) and Toong Fong Omnibus Company Sendirian Berhad. <span style="color: black; display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; text-align: justify; vertical-align: top;">On year 2003, Intrakota and CityLiner has been taken over by //Syarikat Prasarana Negara Berhad// and it operated by RapidKL the year after. During the RapidKl take over the operation of buses from both companies in October 2003, there were 98 stage bus rotes and 39 feeder bus routes. In January 2006, RapidKL launch a comprehensive reform of the former bus routes from Intrakota and CityLiner. The renewal involves the restructuring of all the routes arrange it based on concept “hub and spoke”. Four type of services produced City Shuttle, Trunk Routes, Local Shuttle and Express Routes. **<span style="color: black; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Differentiation ** <span style="color: #333333; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">The comparisons can be made based on bus services in Kuala Lumpur with bus services somewhere else showed a significant difference. Our research in Singapore bus services proof that feeder bus in Kuala Lumpur has to much lack that need to be improved. <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">97% of Singapore buses are air-conditioned and their payment system is more efficient. Two major bus companies are SBS Transit and SMRT Corporation Ltd. For SBS Transit, there provide a <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; font-weight: normal; line-height: 200%;">Wheelchair Accessible Bus (WAB) Services to encourage disable people to enjoy the bus services with more comfortable. Hence, their bus services also provide a wireless services called iris NextBus in mobile for passenger <span style="color: #333333; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">to check the itinerary and arrival time. <span style="color: #333333; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">Efficiency of SMRT buses is proof by their promise and analysis such as <span style="color: #000000; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%; vertical-align: top;">operate at least 96% of monthly scheduled bus trips and ensure bus trip not exceeding schedule more than 5 minutes. Furthermore, <span style="color: #333333; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">operators also ensure that bus do not take overload passengers while achieving a low percentage of 0.75 accidents per month. In their bus stop it self will display estimated arrival times. Passenger not worry about time schedule and delay since SMRT bus start operating as early as before 6 am and ending as late as the middle of the night or after last MRT train. Bus safety is one of their responsibilities including make sure the vehicle comply with <span style="font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 200%;">the mandatory vehicle standards set by the Land Transport Authority (LTA). <span style="color: #333333; display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 22.2pt; margin-bottom: 7.65pt; text-align: justify; vertical-align: top;">Obviously feeder buses in Kuala Lumpur need to improve in every sector either from their system or bus vehicle. Is not about making a profit but satisfaction of passenger is most important since they provide a service not a product.

<span style="color: #333333; display: block; font-family: 'Trebuchet MS','sans-serif'; font-size: 13px; line-height: 22.2pt; margin-bottom: 7.65pt; text-align: justify; vertical-align: top;">Questionnaire