570 Int. J Sup. Chain. Mgt Vol. 8, No. 3, June 2019 Sustainable Urban Bus Service Assessment and Tourists’ Satisfaction Syazwan Baharum1, Suria Haron*2, Siti Zaharah Ishak3,4, Syahirah Mansor5 2,5 Faculty of Civil Engineering, Universiti Teknologi MARA, 13500 Permatang Pauh, Pulau Pinang, Malaysia
[email protected] [email protected] 1,3Faculty of Civil Engineering, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia
[email protected] 4Malaysia Institute of Road Safety Research (MIROS), 43000 Kajang, Selangor, Malaysia
[email protected] Abstract - This paper evaluates sustainable urban bus 1. Introduction service quality based on passenger perception and expectation in local tourism destinations in order to Penang has always been a popular tourist destination attain a comprehension of tourists’ attitudes towards in Malaysia. As reported by 26,800 domestic local public transport. The study focuses on the arrivals and more than 196,000 international arrivals combination of route 101 and 102 by Rapid Penang bus were recorded in February 2014 [1]. The percentage to investigate passenger satisfaction because the bus is the main public transport used by most tourist who use of tourists came to Penang in the year 2014 were up both routes. Data collection by questionnaire survey to 33.4 percent for domestic and 8.23 percent for from 201 valid questionnaires was analysed using international compared to year 2013 as he revealed sustainable assessment model for both routes. The in The Malaysian Insider webpage. This island focus groups of this study are local and foreign tourist proud of its beaches, culturally diverse and a lot of as the perceived service quality has a significant heritage attractions, make it as a prominent travel positive influence on tourist satisfaction.