Rapidkl Bus Service in City Center, Kuala Lumpur, Malaysia: An Epitome of Good Service?

Public transportation in Kuala Lumpur (the capital city of Malaysia) serves the daily commuting needs of all strata of society. To meet the ever increasing needs of reliable public transport in and around the capital city, the Rangkaian Pengangkutan Integrasi Deras Sdn Bhd (RapidKL) has been established. Notwithstanding the effort by the company to provide the best public service, it seems there are more brickbats than bouquet of flowers given at the level of service rendered. Gamut of complaints range from late arrival, overcrowding, poor customer service, and bad general upkeep of the bus to frequent mechanical letdown. Hence, this research attempts to ascertain factors which influence the latitude of customer satisfaction towards RapidKL bus service in the Klang Valley. The picked independent variables of service quality; consumer satisfaction and dissatisfaction are assessed. The findings indentify factors that influence customers’ satisfaction to choose bus as a public transportation. The results will be used to suggest plan of improvement so that the public can experience better service in the Klang Valley.