BPMG 3063 RAIL TRANSPORT

FIRST SEMESTER 2018/2019 (A181)

GROUP ASSIGNMENT
Identifying Key Factors of Rail Transit Service Quality: An
Empirical Analysis in Istanbul

GROUP B

PREPARED FOR:

DR. SUHAILA BINTI ABDUL HANAN

PREPARED BY:

NO NAME MATRIC NO.

1 NUR FARZANA BINTI ROSLI 246473
2 NOR EZZAH IZZATY BINTI BAHRUDDIN 246477
3 NUR SUHAILA BINTI AWANG@ SAID 246487
4 AMIRAH BINTI CHE EMBEE@ AZMI 248233
5 MOHAMMAD FARID BIN MOHAMMAD JOHAN 250787

DATE OF SUBMISSION: 15TH November 2018

Table of Contents

1.0 INTRODUCTION ...................................................................................................... 3

2.0 DISCUSSION ................................................................................................................. 3

2.1 Price ................................................................................................................................. 4

2.2 Comfortability .................................................................................................................. 4

2.3 Safety ................................................................................................................................ 5

2.4 Travel Distance ................................................................................................................ 6

2.5 Service Duration .............................................................................................................. 7

2.6 Economic .......................................................................................................................... 7

2.7 Financial .......................................................................................................................... 8

2.8 Frequency of Service ........................................................................................................ 8

2.9 Travel Speed ..................................................................................................................... 9

2.10 Reliability ....................................................................................................................... 10

2.11 Staff................................................................................................................................. 11

2.12 Information ..................................................................................................................... 11

2.13 Ticketing System ............................................................................................................. 12

2.14 System planning.............................................................................................................. 13

2.15 Policy.............................................................................................................................. 13

2.16 Promptness ..................................................................................................................... 14

2.17 Accuracy ......................................................................................................................... 15

3.0 CONCLUSION ............................................................................................................. 15

4.0 REFERENCES ............................................................................................................. 17

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1.0 INTRODUCTION

High qualities of public transport is very essential in every country to provide a smooth
movement of passenger and also help to reduce the congestion especially in urban areas and at
the same time offer a better benefit such as low level of noise, less air pollution, accessibility to
connecting the urban and rural areas and more economically. In order to enhance the passenger
level of satisfaction in using public transport, Isikli, Aydin, Celik and Gumus have identified
some of the key factors that will help to improve the rail transit service quality. There are many
factors can be found in their article such as the reliability, travel speed, price, convenience,
comfort, travel distance, service duration and many more (Isikli, Aydin, Celik, & Gumus, 2017).

The passenger satisfaction can be measured through a survey and it is important tool to be able
understand more about the passenger’s evaluations and perception (Rai & Srivastava, 2012)
toward public transport service quality also will help to increase the using of public transport and
reduce the traffic congestion. Dissatisfaction among public transport users will lessen the level of
customer loyalty to using the public transport (Getz, 1989). By study the relationship between
the key factors of rail transit service quality and the passenger satisfaction, the result can be
applied by the transport company to adapt in its business strategy and at the same time to boost
the company performance.

2.0 DISCUSSION

By provide a superior service quality in public transportation; it can contribute a high demand of
ridership in a public transport. Thus, it can help the government to reduce with the ongoing
issues especially regarding of environmental concern (Perkins, 2006) such as the air pollution,
gas emission and noise pollution. Therefore, it is important to figure out the factors affect the
service quality in public transport. From the journal given, there are many key factors that have
been pointed out by several authors and will be discussed further.

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2.1 Price
There are many articles indicate that fare price have a huge impact on public transport users’
satisfaction towards the quality services in public transport. Price or ticket fare can be considered
as important factors in indicate the service quality in public transport. Based on survey
conducted by Oregon a “service received for the fare paid” ranked at second place among top
satisfaction discriminators in between “somewhat satisfied” to “very satisfied” (Oregon, 1995).
Passenger will always value the service provided and the price fare charge to measure whether it
is worth or not. The price also should be set between expensive and cheap to keep the customers
perceived the value of the fare. A price that being set neither too expensive nor too cheap means
the price is reasonable is able to convey a positive message to the public transport user. It is
crucial to set the prices that are affordable to all category and status of passenger.

A study have been conducted fairly through survey and the result show the price fare reduction
will consequently increase the frequency of journey by using public transport (Brechan, 2017).
On another research, Eboli and Mazulla found the fare price have a negative sign from the
estimation result and prove increasing of fare will decline the utility (Eboli & Mazzulla, 2008)
which means the fare price is very high-priority for public transport users’ satisfaction. However,
another study from other researcher mention actually there are few evidence to prove the price
fare have a impacts on demand of service quality (Wardman, Tight, & Page, 2007).

2.2 Comfortability
The comfortability in using public transport can be described as providing good circumstances
such as suitable temperature in the public transport, smooth ride throughout the journey, and
seats conditions. One way to encourage people to use public transportation by enhances public
transportation perception by providing a comfortable ride throughout the journey. Oregon
figured out “smoothness of ride” and “seating comfort” can bring a huge impact in order to
upgrade the level of passenger’s satisfaction from “somewhat satisfied” to “very satisfied”
(Oregon, 1995).

Being in old or poor of facilities in public transport, squished because of overcrowded, feeling
unsafe during onboard or in terminal will have unfavorable effect towards the service quality in
public transport. Another author also add “rest comfort” (Nathanail, 2008) as an important

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service attribute and proved that passenger comfort is one of the factors that clearly related with
the passenger’s satisfaction that will affect the service quality.

Aside from comfortable, convenience also can help to improve the service quality in public
transport. By offering the passenger with variety of choices, create an advantageous in using
public transport is a brilliant opinion. These factors should be considerate and most importantly
it is adaptable to the current lifestyle in order to have a better service quality.

2.3 Safety
Safety (security) can be express as feeling insecure at public transport’s infrastructure such as
terminal (Fellesson & Friman, 2012). Oregon once again pointed out that safety is one of the
factors that can offer an ultimate opportunity to enhance the company’s business performance.
The author also explains how the issue of safety and cleanliness is related to each other.
Literally, if the public transport infrastructure rated as clean, the impression about safety and
other people action will increased (Oregon, 1995). The safety and security issues are very serious
problem that can affect the service quality because once there is a case happened people will start
to stay away from that particular area and will keep away from using public transportation.

A safety is categorized as physical environment that include passenger’s safety onboard and
passenger’s safety at terminal (Perkins, 2006) and it contributes to the service quality of public
transport. To increase the safety and security at public transport, the particular organization can
promote awareness by raising a campaign. It can be passing over a pamphlet or flyers to the
passenger that consist what we should and should not do to prevent any unwanted situation. The
safety campaign initiative is supported by the one article that pointed out by promote a safety
culture of public transport will imposingly increase the passenger’s satisfaction together with
other aspect like staff attitude and efficiency (Rta & Mcmillan, n.d.). Furthermore, when touch
the issues of safety, the senior citizen are the one who need a special attention especially in urban
areas where there are need to struggling with the crowd of people. One way to combat the issues
by increase the number of police officer or camera surveillance in order to reduce the violence
and vandalism also by upgrade a better facility at the public transport infrastructure such as a
better lighting (Carr & Spring, 1993) to ensure all the passenger safety are secured and
guaranteed and at the same time can improve the service quality of public transport.

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2.4 Travel Distance
Based on the service quality analysis conducted by The Istanbul Public Transportation Co, it
been stated that travel distance is one of the factor of measuring the satisfaction of rail transit
service quality and most desirable by passengers in Istanbul. It can be classified that travel
distance is the indicator for efficiency quality terms. Thus, travel distance could one of the issues
towards the passenger’s satisfaction influence by using rail transit service quality. As presented
by (Monsuur, Enoch, Quddus, & Meek, 2017) the influence towards the travel distance is about
the trip characteristics that passengers might experience. Besides that, the passengers are more
likely giving the rate for the train service because of the relationship between the distance and
the time taken by using rail transport. Moreover, it seem to be the trip characteristics influence
the travel distance because passengers can control their time of day as their travel for short or
long journey at high speed.

Travel distance consider as one of the attributes that can increase the satisfaction of rail transit
service quality and also can be relates with a study regarding the service quality and the rail
transport in Pakistan country. It had mentioned that the main public transport in Pakistan is Rail
transport service which named as Pakistan Railways. Other than that, according to (Irfan, Kee, &
Shahbaz, 2012), rail transport is the main choice for all people in Pakistan and the train is
connected between several big cities for example Lahore, Rawalpindi, Peshawar, Multan,
Karachi and Quetta. This is because the travel distances in Pakistan become priority as there are
a number of non-stops trains that operates just to minimize the time travel and reduce the
distance taken. So it is easy for passenger to predict their journey for next destination or want to
access to other mode of transportations.

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2.5 Service Duration
Service duration is also the satisfaction factor towards efficiency of rail transit service quality. It
is mean that how the train available to public. (Isikli et al., 2017) stated in the case study had
been demonstrated the survey data from the passengers that use rail lines in Istanbul. It shows
that the service duration of train in Istanbul will depend and consider the rush hours and also the
off-peak traffic hours. For example the day of use is include weekdays, Saturday and Sunday and
time slot will include morning rush, morning, noon, evening, evening rush and evening.

Moreover, service duration might help to satisfy passenger who wants an improvement of an
access service in several parts of rail transport network. To support the statement, a research by
(Agunloye & Oduwaye, 2011) highlighted that The Nigerian Railway Corporation the one who
responsible to manage and provide all those necessary facilities for carriage of passengers and
goods. The study showed a table that any passengers who make the trip about more than 10 trips
per week are the one who likely will depend more on train rather than other mode of transport.
This means that service duration considers one of the needs on the rail transit service quality.

2.6 Economic
Every movement from rail transit might contribute to achieve economic impacts. The service by
rail transit brought a greater influence towards to achieve the greater quality of rail transit’s
services. During transit, usually it will have money exchange for many things and thus it
contributes to Gross Domestic elasticity. Furthermore, many positive impacts gained from the
economic activity whether it is the income from business trips or leisure trips by the passenger.
Refer to (Wardman et al., 2007) economic is one of the rail transit quality improvement getting
from the net effect of road network, increase in the car ownership, the changes in the
demographic area and also the use of land.

To support this, it seems like economic characteristics play such an important role in rail transit
service quality. The trips by rail also can be influence by measuring economic activity and it’s
level that represented by GDP. The research on identifying the key factor of rail transit service
quality in Istanbul also stated that there are high levels of socio-economic development in
Istanbul. Even the population from day to day thus produce the traffic congestion and it needs
economic recovery and improvement in the standard of living so the citizens can experience a
better rail transport service quality. (Crampton, 2003) Economic impact will give passengers

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satisfaction towards rail transit quality because of the urban development such as by creating
housing, new offices and shops. Thus, investment in the rail transit service will create a healthy
economic in the urban area. For example the investment on commercial centre and also the new
commercial building area that very close to rail transit area.

2.7 Financial
Financial is the critical factor that influence in achieving the good service of rail transit. Every
rail transport company will combine its financial and non-financial to measure it performance
system. The financial performance evaluation indicators are divided into four dimensions which
are the first is financial dimension, second is customer dimension, the third is internal process
dimension, and the last is learning and growth dimension (Xu, 2017). In addition, the customer’s
satisfaction will indicate and then drives the results of financial performance. Financial
improvement will help to gain good rail transit service quality and this will include the internal
business process indicators that consist of many innovation and improvement of organizational
staff in the company. Apart from that, rail transit service quality will base on the ability of the
service staff and service provider provide its passenger.

To conclude about financial factor, it can be best describe that financial factor must consider all
important elements in the operational and prospect what is the effect and impact of all financial
improvement that would affect each other elements. According to Taiwan railway research (Xu,
2017) , they mentioned that to achieve the target of superior financial performance, Taiwan
should focus on the external service value means that by creating and providing the expected
product and services to their passengers.

2.8 Frequency of Service

Nowadays, public transport is one of the interests that can improve the quality of a country in
line with the change in globalization. Hence, there are several factors that must be emphasized in
the effort to improve the public transport industry. One of them is by strengthening the frequency
factor of service and vehicle size. Basically, frequency of service is a several transit units on a
particular route or line, moving in the same direction or path and passing the point that provided
within a certain time frame and normally it will take about 1 hour (Materialsxenobiotics et al.,
2000).

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There are several ways to determine the frequency of service in railway transportation. Most of
the rail transport company will determine a specific headway that can meet their policy
objective. Usually, they will provide a train at a minimum level of service along a route when the
demand on that route is low while when a peak hour or peak seasons, they will use a minimum
headway to allocate the maximum frequencies on the route (Materialsxenobiotics et al., 2000).

Thus, frequency of service determination is essential in constructing the rail transit timetable.
Normally, the company will use a service standard as a footing for designing the frequencies
while consolidating the action with a past experience, judgement and passenger counts
(Materialsxenobiotics et al., 2000). Therefore, by improve the level frequency of service so it can
enhance the level service of quality in rail transit especially during the peak seasons. This is
because people will prefer to use rail transport services if this facility is more convenient than
self-drives and it is not necessary to wait for a long ride on the train especially during the peak
seasons and indirectly it will reduce traffic congestion and air pollution caused by the vehicle
fumes.

2.9 Travel Speed

Travel speed is one of the key factors that can lead to the improvement of service quality and
also rise up the capacity of railway transportation. The improvement level of the travel speed can
achieve high profit and social benefit because people tend to make rail transportation as their
choice for travelling to their desire destination (Ali, Elsayed, Osra, & Siegmann, 2016). Based on
the article (Ali et al., 2016), the railways have play a significant part in the evolution of
community wealth creation capabilities.

Mostly in developed country, the traditional railway has been replaced with a more efficient
railway or known as high speed rail. This is because, the traditional railway cannot accommodate
the demands of customers which an increasingly upbeat and unable to compete with other modes
of transportation that offers services faster to arrive at the destination (Ali et al., 2016). For
example, Thailand is one of the countries that still using a traditional railway to bring passengers
from Sempadan Padang Besar to the Hatyai and the journey take about an hour to arrive at the
destination. Meanwhile, the passengers have to wait about 2-3 hours before the train departs.
Hence, most of the passengers prefer to go to Hatyai by taking their own vehicles as more fast
and comfortable.

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Generally, transport especially railway transportation is considered necessary for people and also
travellers but it does not mean that it is a sufficient condition for the accomplishment of our
various activities. Thus, economic analysis concludes that persons will pursue to minimize the
cost of transport primarily by maximize travel speeds(Yves Crozet, 2005). Hence, the desire to
increase travel speed is in line with the increasing in the value of time which is each of these
factors is closely related to the huge returns or gain higher income.

2.10 Reliability
According to IEEE (1990), “reliability is the ability or probability of a management system to
implement its necessary functions under specific rule in a certain duration” (Vromans, 2005). In
others words, when the railway management system is reliable, then the rail system can operate
properly during a period of time. Hence, it enables passengers and goods can be transported on
time and will reach at destination or the goods to the customer’s premises as stipulated in the
schedule.

However, there is also a small percent where the train will be delayed and unable to operate as
scheduled. It is including several factors that can be measured in reliability of railway system.
First of all, the punctuality where the possibility of the train arrives late is infinity minutes, the
possibility of an timely departure, the mean difference between approximate arrivals and those
specified in the arrival table, the average delay of an arrivals as arriving sooner than the infinite
minutes, the standard deviation of arrival times and last but not least is the standard deviation
adjusted upon arrival (Vromans, 2005). Apart of that, the most crucial objective of reliability is
to minimize the positive different between the actual arrival times in operation and the scheduled
arrival times. It will give a huge beneficial effect to others by minimizing this aspect.

The train management can simulate delays and passenger delays of future schedule to analyse the
future reliability by knowing how to measures the reliability. This is because trains delays can be
taken into account when planning schedule process. With the upcoming schedule simulation and
expectation analysis of delay train and passengers, it can optimize the transfer time based on the
anticipated distribution of delay (Landex, 2012). In this way, the transfer time can be changed so
that it can minimize the risk of high transfer time. By this approach, it can indirectly increase the
reliability of railway operations from the point of view of the passengers. If the timetable has an

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extra amount time schedule then it is easy to achieve the higher level of reliability in the
operation system.

2.11 Staff
In order to achieve the high quality of rail transit’s services, the relationship between the rail’s
passenger satisfaction and service provided must be strong. It starts with the staff ,because staff
is the one that assisting all the rail’s passengers during their whole journey. According to
Ramaswamy (1996), service can be defined as a business transaction that occur between two
parties whish is the service provider and the receiver,or in other word, the passenger in order to
yield the best result that can achieve a greater customer’s satisfaction (Francis & Richard, 2017).

The service that being provided direct from staff have a greater influence towards to achieve the
greater quality of rail transit’s services. During transit, some of the passengers will be quite loss
especially the elder passengers or foreign passenger that not familiar with that place. This group
of passenger are the most that need assist by the staff. Safety and cleanliness need to be taken
into account by the staffs in order to improve the passenger’s satisfaction. For staffing aspect, the
passengers will measure the service quality according to the staff helpfulness, staff
courteousness, staff appearance and staff visibility (Thevathasan & Balachandran, 2006) which
means that the staff is always be in a “ready to serve” mode for the passengers that needs any
help. Staff must always be there for their passengers, in order to satisfies the passengers because
it is one of the staff’s responsibilities to ensure the comfortness of the passengers and trying to
reduce the passengers’s waiting time If all this aspect being taken care by the staffs, it can lead to
increased staff’s productivity and allow the organization to achieve higher levels of outcome.

2.12 Information
Information system is treated as one of the important key factors that regularly being used to
assess the quality of services (Rajeswari & Santa Kumari, 2014). The main additional service
provided by the rail’s organization is information about the service, and personnel that help to
guide the journey of all the passengers. The information about the journey, rail transit station,
cancellation trip and other information is very important and need to be informed to all the
passengers. The staff in rail station must be ensure that the information is delivered clearly to the
passengers and they aware and alert to the information that delivered from time to time. This is
because to avoid them become lost ,confusing and make the train opertaion run smoothly. From

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the previous study, the accuracy of the information that being delivered to the passengers and the
clear announcement in the rail platform is consider as another supported factor in order to
measure the customer’s satisfaction. Along with sanitation, pure drinking water and lighting are
more defendable component in measuring the overall passengers’ satisfaction in the railway
platforms (Nandan, 2010).

Information is one of the ten requirements that useful in evaluating the quality of the services for
passengers, refer to Parasuraman, Zeithaml and Berry (Sachdev & Verma, 2004). The main goal
of the rail transit service is to improve the comfort in cars and increasing the frequency of cars to
decrease waiting time. The valuable information must be thorough and not missing in delivering
the information to the passengers. Generally, the type of information that most consider as a
valued information demanded were obtained to be linked with the location of the vehicle while
the less valuable information were found to be related to the component or characteristics of the
vehicle for example like the avehicle characteristics, like seating availableness. Information
systems at stations ,notifications in cars and in station in case of delay are some of the valuable
information that need to be taken care of ,because it highly will influence the rate of the cutomer
perception towards rail transit’s service quality.

2.13 Ticketing System

Ticketing system is one of the attributes to measure the service quality on rail transit’s service
from the customer’s satisfaction. Other previous study on measuring the customer satisfaction
towards railway services also use this point,ticketing system as one of the key factors. The level
of passenger’s delightness and satisfaction towards Indian Railways was measured on 47
characteristics that covered different aspects of railway services like staff behaviour,journey,
platform as well as ticketing. There are four types of ticket which is token, full fare, discount fare
and free. Most of the passengers will use full fare. Queue or waiting time at ticket counter, the
space provided for waiting purposes at ticketing area , timing or duration at the counter of ticket
and ticket availability through multi channels are some of the major dimensions that were found
in previous studies. Those dominant dimensions affecting the perceived quality of the services
the railways organization and hence the overall satisfaction level of the customers.

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In a nutshell, the ticketing system at railway station must be convenience and easy for use to any
group of customers especially for the elder passengers. For the ticketing system aspect, token
sales, transfer fare, token machines need to be look into in order to improve the rail transit
service quality.

2.14 System planning

System planning in transportation operation and management is among the key factors that
affect the service quality evaluation for customers. An excellent and efficient planning of
transportation system especially rail transport may help in reduce the negative externalities of the
service quality to the users such as system safety, cleanliness, passenger comfort, promptness,
reliability, frequency, price and passenger information without over affecting user travel times or
accessibility to the transportation (Salin, Masirin, Azis, & Zainorabidin, 2014).

In Malaysia the government had allocated a huge budget in developing rail transit services
facility such as LRT, commuter and monorail and also in promoting public transportation to be
main option for the citizen as their daily transportation in order to decrease the traffic congestion
in the city area especially Kuala Lumpur. However, the interested number of citizens in using
public transportation as their main preference of transportation is still unsatisfied.

One of general issues and problems of public transportation that effect the public transportation
system in Kuala Lumpur is a lack of focus and coordination at all levels of operation throughout
the system. As a consequence, the impact on low integration at the system level of each mode of
public transportation leads to a low level of service quality. Apart from that, the need of efficient
and proper system planning is one of the key factor in rail transit service that must be focus
(Schwarcz, 2003).

2.15 Policy
Adequate policy making and implementation is one of the key factor in rail transit service
quality. Policy implementation is everywhere and use in all industry in the world. It controls
most of the issues which in determinant of our needs include what we buy, the transportation,
environment, sports, economic developments and also on what and where we eats. Policy help in
balancing the economic between the service provider and the consumer, facilitating, enhancing
and control the system that had been implemented.

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Implementation and development of transport policy gain positive impact in the facilitating the
movement of goods and human, reduce cost and increase the safety in many global areas all over
the years especially in Europe, over the last 50 years (Wardman et al., 2007). Besides the need
for transport policy is important in maintaining the high quality of services to the customers.
Suitable and sustainable transport policy in the quality, quantity and resource-efficiency is
crucial where to provide the best of quality services(Vargas-Hernandez, Noruzi, & Ali, 2013).

Fares are one of the elements that give a big impact on the all mode of transportation services
either in rail, road, air or water transport. In the public transportation of rail services provide a
main source of income to services provider. Fares need to be elastic according to the demands. A
suitable fare revision according to the citizen capability should be designed to eliminate or
decrease effect on customer services quality. The government can give subsidies for example to
support the building and operation costs of the railways especially in urban areas (Wardman et
al., 2007)

2.16 Promptness
Promptness refer to customer need for short time shift speed delivery and also can be refer to on-
time and high speed pick from the point of origin to the point of final destination of the product
which include the transition of transportation in response rapidly to customers’ requirement
either over telephone, internet or face to face services. Apart from that, promptness has a strong
position in service quality dimension because it is an integral part of service quality. Besides,
promptness plays an important part in service quality dimension which lead to the high service
quality level of customer satisfaction.

Promptness or punctuality is one of the key element in service quality reliability, where it
contribute most of the overall service quality evaluation for customers. Furthermore, promptness
also enhancing and improving the facilitating in the service delivery operation. A study conduct
on service quality of travel agents in Northern Cyprus found that promptness in services playing
an important role in determining of customer satisfaction on service quality. Apart from that
promptness can be assumes to positively contribute in increase service quality.

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2.17 Accuracy
Accuracy in services refer to the either transit time is same, short or longer as it promoted or
promised. It can be consider as on-time pick-up or on-time delivery and accurate delivery to
address of shipment according to customer requirement. Accuracy also gives a high impact on
customer service quality satisfaction. For example in hotel and banking sector where accuracy of
services with an adequate measurement tool for services quality need to implement.

In bank sector, six dimensions of service quality were used which include the reliability,
accuracy, access, effectiveness, price, tangibles, assurance and also the service range provided.
In addition, there also a result of study on the significance of website design and service quality
in locating consumers’ online repurchase behaviour which illustrated that the promptness and
accuracy of the reply give an impact on the company’s service quality evaluation. Accuracy in
rail transit services can be seen in pick-up and delivery time of the goods or human based on the
need and demand of the customer.

In railway transportation, the transit service provider need to verify the effectiveness, efficiency
and quality of services by measuring their performances of the services in order to assure the
high quality of the rail transit services provide to the users. Beside in order to make sure the
service provide meet the needs and expectations of exist and potential users, they need to deliver
an appropriate level of convenience and in order achieve the target, a clear understanding
consumer needs and behaviour is required together with an adequate system, accurate
quantification of strength and weakness of the service and also and adequate system planning
and policy. Therefore, accuracy positively contributes in perceived service quality(De Oña,
Eboli, & Mazzulla, 2014).

3.0 CONCLUSION
To conclude, in order to achieve higher service quality, the railway organization must determine
the key factors that impact the rail transit service quality thorughly to really ensure that they can
optimize the customer’s satisfaction. Primarily,the service quality can be measured from the
aspect of the customer’s perception since the customers are considered as single judge of service
quality that being provided (Pakdil & Kurtulmuşoğlu, 2014). By measuring the customer’s

15
satisfaction, it can help in improving the quality of the services provided and indirectly can be
prepare for a better investment plan. Nowadays, these goals are ever more important because of
the rapidly growing worldwide tendency towards to reduce the cost.

In knowing what step that need to be make in order to enhance the service quality, the rail’s
organization or the company should really know what their customers want and expect while
using their services. Because there might be something improper or irrelevant with the service if
they are dissatisfied or their expectation towards the services provided cannot be attained. Some
problem that may cause the passengers feeling discouraged from using the transit system like
disrupted transit operation caused by the traffic conditions on service routes need to be avoided
as much as possible because it will increase the passenger’s waiting time. Many of previous
studies above shows that the increase waiting time will decrease their satisfaction towards the
service quality.

To confirm the effectiveness, efficiency and quality of services, transit service providers need to
measure their service performance and these measures can be used to monitor services, evaluate
economic performance, administer organizations, develop service design standards and record
community benefit to reach a higher level of service quality of their company. Thus, in order to
decrease waiting time, policymakers should focus on improving the comfort in cars and
increasing the frequency of cars.

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