Users’ Satisfaction with Malaysia’s Public Transportation Hub Facilities and Services

Abstract

This study aims to analyse users' satisfaction levels with the facilities and services of a public transportation hub in Malaysia. At present, the public transportation hub is considered an essential urban component in easing transportation issues globally. However, there is an argument regarding the facilities and services provided at these hubs that needs further attention. Therefore, to achieve the study's objective, this research has adopted a quantitative methodological approach to identify respondents' satisfaction levels with hub facilities and services. Primary data for this study was gathered from 100 respondents that used the Gelugor Public Transportation Hub in Penang. Descriptive analysis and inferential analysis were used to identify the satisfaction level of the current facilities and services provided. Findings reveal that several facilities and services of the Gelugor Public Transportation Hub received poor ratings among the respondents. Based on these findings, it is clear that there is a need to improve the facilities and services of this public transportation hub to ensure that it may effectively serve as an efficient urban transport system.