User Satisfaction of the Free Shuttle Bus Service in Petaling Jaya

  • Nur Adibah Farhanah Binti Ismail University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Nur Alya Imani Binti Ismail University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Nur Intan Faaiqah Binti Mohd Faizal University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Nur Rabiatul Adawiyah Atiqah Binti Ijama University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Nuramira Adiyana Binti Suzeli University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Nurul Ainina Binti Amir Ezam University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Tan Sheau Wei University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Vimala Davy G. Ramiah Institute Aminuddin Baki, Sarawak Branch, Kuching, Sarawak, Malaysia
  • Sio Ching Hee ELM Business School, HELP University, Jalan Sri Semantan 1, Off Jalan Semantan, Bukit Damansara, 50490 Kuala Lumpur, Malaysia
  • Isai Amutan Krishnan School of Liberal Arts, Science and Technology, PERDANA University
Keywords: user satisfaction, value, quality, reputation, free shuttle bus, Petaling Jaya


Public transportation brings more convenience to customer in urban and rural areas. In Malaysia, awareness of using the PJ City bus by passengers in Petaling Jaya is still limited. Many passengers are still unsatisfied with the services provided because the shuttle bus is zero-priced services, so the quality of services are always questioned by access users. Therefore, this current study is to investigate the influences of value, quality and reputation of free shuttle (PJ City) bus services towards customer satisfaction. Understanding what customers expect is very important as it will help to improve the services. Data were collected from users of PJ City bus using a survey questionnaire. The finding further revealed that, value positively influenced the satisfaction of customers. So, it is important for the service provider to enhance its value to the customer.


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How to Cite
Ismail, N. A. F., Ismail, N. A. I., Mohd Faizal, N. I. F., Ijama, N. R. A. A., Suzeli, N. A., Amir Ezam, N. A., Sheau Wei, T., G. Ramiah, V. D., Hee, S. C. and Krishnan, I. A. (2021) “User Satisfaction of the Free Shuttle Bus Service in Petaling Jaya”, Malaysian Journal of Social Sciences and Humanities (MJSSH), 6(11), pp. 427 - 441. doi: 10.47405/mjssh.v6i11.1149.

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