Bus Service in Japan

(Customer
QUALITATIVE RESEARCH METHOD
Satisfaction)
Annisa Dwirizki 8182180005-6 Soochi Verma 1830160017-4
Aida R Fitriana 8182180001-3 Iwasaki Mariko 1820180030-3
 1 Introduction
Objective, Methodology and
2 Hyphotesis

Table of 3 Research Ethics and Scope

Literature Review
Contents
4

5 Analysis

6 Limitation

2
 Introduction
“Bus service in Japan”, a qualitative research was conducted to examine the bus
user’s satisfaction level with various features of bus services including the buses
themselves, bus stops, the bus network and some necessary facilities for bus users.
3
 Introduction
• Efficient public transportation network.
• Japan Bus Line
• Effect of transportation on customer satisfaction.
4
• Satisfaction with bus service
 Objective and Methodology

METHODOLOGY
OBJECTIVE

Following are objectives and goals 1. Qualitative research

of our research.
1. To know what kind of bus service
2. Preparing a questionnaire
make passengers travel 3. Finding the respondents
comfortably and what do
passengers consider 4. Conducting interviews
“comfortable” as. 5. Analysing the answers and preparing
2. To interview ten people of varied results.
age and occupation.
3. To identify the quality of travel by
different indicators of amenities. 5
 HYPOTHESIS
“Passenger are satisfied with Bus service.”

Service inside of bus

service outside of bus
service from bus company
 Research Ethics and Scope

Researh
Ethics
Scope
• Objectivity
Area : the target of the research is bus
• Confidentiality users around Osaka, conducted
specifically in Ibaraki
• Originality
Time : 3rd July 2018
• Legally informed consent
Substance of the research : bus interior,
• Introduced use of their answers in the facilities offered in the bus stop andf are
travel efficiency 7
survey
 Research Questions

Passengers are satisfied with bus

service?
1. Are passenger satisfied with bus service in terms of inside/outside of bus?
2. Are passenger satisfied with bus service in terms of information?

8
 Literature Review (1)

What is Public Service?

• The term “public” is very general; it can refer to a service offered to accommodate
public interest, it might also highlight that the service offered has been assigned a
specific role in the public aspect, or it refers to the ownership or status of the
service provider.
• Public service does not stress on the entity of the provider, hence it could also
be owned, operated or controlled not only by government, but also by independent
institutions, private companies, and non-profit organizations.
• Public service is a service provided by basically any institutions/organization to
accommodate public interest in order to improve social welfare.
9
 Literature Review (2)

Land Public Transport in

Osaka
• Subway → consists of 9 lines, with signature color and
alphabet symbol determined for each route. However, the
most commonly-used lines are Midosuji and Chuo Line.
• Private Railway Train → West Japan Railway Company (JR
West), Hankyu, Hanshin, Keihan, Kintetsu, and Nankai.
• Bus → the city bus has its signature design, which is
cream-colored body with green or blue lines. There is also
limousine bus which connects passengers to the airport. The
providers of bus service are: JR, Keihan, Hankyu, Hanshin,
Nankai and Kintetsu.
10
 Literature Review (3)
Public Transport Service Quality
Indicators
JAPAN
frequency of the bus;
convenience and clarity of time table and
map;
transit convenience (how easy it is to
change to another bus as well as other
modes);
punctuality of the bus;
fairness of the fare system;
Scotland, UK Calabria, ITALY
Buses are on time The bus service is available (routes
determined; frequent)
Buses are frequent The bus service is reliable (shedule
adherence)
Service run when it is The bus is comfortable (clean,
needed decent seat, not too noisy, not too
crowded)
Service is stable and is The bus stop is comfortable (clean,
not regularly changing decent facilities: bench, roof)
Buses are clean The bus is safe (low possibility of
being involved in a road accident) 11
 Literature Review (3)
JAPAN
availability of facilities for
elderly and disabled people;
driver’s responsiveness;
cleanliness of the bus interior
as well as its supporting
infrastructure (e.g. bus
stop/bus shelter);
safety of the bus
Scotland, UK Calabria, ITALY
Buses are comfortable The bus is secure (low possibility of becoming
the victim of crime during the ride)
I feel personally safe and The fare is fair (availability of discounted fares)
secure
It is simple deciding the type There is information available (how to use bus
of ticked I need service in general, the schedule of the
departure and arrival of the bus, how to transit,
transit access location, where to get off in the
proximity of passenger’s destination.
Finding out about routes and Offers customer care (courtesy and knowledge
times is easy of drivers, courtesy and helpfulness of ticket
agents, personnel appearance, the
convenience of purchasing the tickets)
It is easy changing from
buses to other forms of
transport
The fares are good value The Power of PowerPoint |
thepopp.com
12
Research
Analysis

13
 Research Analysis
Our Respondent 1

Characteristic of
2 Passanger’s with
mobility bus

Bus Internal
3
Facilities

Bus Supporting
4
Infrastructure

The Bus Fare 5

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Our Respondents

Office Worker 4 Female 7

Student 3 Male 3
Pensioners 3

31-40 years old : 4 31-40 years old : 1

15-20 years old : 2 51-60 years old : 1
21-30 years old : 1 61-71 years old : 1
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 Characteristic of
Passanger’s with
mobility bus

KEIHAN BUS Waiting time Thay are prefer

10-40 minutes train as their
HANKYU BUS
daily
NANKAI BUS transportation

TAKATSUKI CITY BUS

 Characteristic of Passanger’s
with mobility bus (2)

Cleanliness
• Bus is clean (no garbage and dirt in the bus)
• Floor of the bus sometimes dirty, especially when its rain

Noise in Bus
• noise from other passengers is usually • they are more bothered by the noise that
minimum comes from the announcement in the bus.
• Bus is noisy during peak hour, some people
Punctuality
not pay attention to the noise
• bus generally comes on time, but sometimes the • In peak hours and tourism place where it is full of
bus is late passengers,
• The reason : traffic jam or an accident

17
 Characteristic of Passanger’s
with mobility bus (3)

Ease to Cange another

Speed
• Bus is very safe in terms of
speed
• However, some of the
respondents said that the bus
runs too slow compared to
other transportation modes,
especially train.
• Bus runs slowly due to some
disruption to the traffic
Mode
• Easy to transfer to other bus or
transportation mode
• But, some bus stops that are far
from the station
• Sometimes hard to transfer
because the interval of bus
service and train service are
different
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Bus Interior

19
 Seat
• Sufficiency
Seat is sufficient even during peak
hours.
• Of course, there are people who still
have to stand, but it common within the
transportation in Japan
Seat Facilities for
• Comfortably
Legroom as well as the seat itself are • Bus inDisable
Japan is disable friendly.
perfect for sompe people
• Driver helps the disabled to get in and
• Others are not happy with it because it is off of the bus
too narrow, and it is painful,
• Space for disabled people is not enough
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Bus supporting
Infrastucture

21
 Time table Roof

• timetable provided in the • bus stop is equipped with

bus stop, and it is roof, and half the rest
convenient and easy to said that there is no roof
understand even for available in their usual
foreigners bus stop.
• But, it needs
improvement

Cleanliness of Map Bench/Chairs

Bus Stop
• there is map provided in
their usual bus stop;
• Some bus stop clean there are decent
while the rest said
and some others not bench/chairs provided in
otherwise
clean the bus stop for the
• For local people is easy passengers; while the rest
to understand said otherwise.

• There is QR Code

• Difficult for Foreigners

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-
Bus Fare
• Bus fare is
expensive
• Sometimes bus fare
is more expensive
than train, while
the benefit offered
is still below
train.
 Our Limitations

1 Demographic barrier

2 Time barrier
During the research,
we found several 3 Language barrier
limitations
4 Difficulty in approaching people

5 Avoiding sensitive questions

24
 Our Conclusion

Bus Service in Japan(Customer

Satisfaction)
• Generally, interviewees prefer train because it is more convenient,
more frequent, somehow cheaper, punctual, and easy to transfer to
another mode.
• Most of interviewees think the bus interior is decent, however still
need improvement
• Most interviewees stated there are facilities like bench, roof, time
table and map in the bus stop, but still need improvement
• Most interviewees think the bus fare is expensive

25
ありがとうございま
した