期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2021
卷号：11
期号：2
页码：1352-1362
DOI：10.6007/IJARBSS/v11-i2/9210
语种：English
出版社：Human Resource Management Academic Research Society
摘要：Malaysia is one of the fastest grown countries in Asian Region. Rapid development in urban area has caused traffic problem which same as developed countries around the world. Kuala Lumpur also known as Klang Valley facing traffic congestions daily. In December 2015, Land Public Transport Commission as public transport authorities has launched The Klang Valley Network Revamp to solved public transport issues in Klang Valley. Unfortunately, there are several news have reported regarding poor service quality of bus services in Klang Valley. Therefore, these studies is to investigate the comparison between service quality and stakeholder perceptions in regarding bus services in Klang Valley. Service quality has been determined based on the service quality of bus services provided by operator. Stakeholder perceptions based on qualitative analysis conducted towards bus passenger or user in specific area. The results shows that Puchong and Petaling Jaya they have the same level of comparison of quality of service and stakeholder’ view which is C. As in Klang, quality of service bus services that been evaluated as D but stakeholder’s view has classified as C. Based on result, it can justified West Klang Valley has a good bus services and yet there are several issues could be addressed in future such as the certain driver performance could affect the quality service of bus and there are new development area should be reach by bus services.
