IJBI

Abstract

Efficient public transport reflects a modern society and becoming a core development agenda of nations all over the world. In this regards, this paper aimed to find the influence of perceived value, quality, and reputation of public bus transport on customer satisfaction. Understanding customer satisfaction will lead to improved services. Data were collected from customer of public bus services in Penang, Malaysia using structured questionnaire. The results revealed that, value positively influences the satisfaction of customer using public bus services in Penang. On the other hand, quality and reputation of public bus transport don’t have any relationship with customer satisfaction. Therefore, it is important for the service provider to enhance its value offering.