Civil Engineering and Architecture Vol. 10(1), pp. 356 - 365
DOI: 10.13189/cea.2022.100130
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Impact of COVID-19 Pandemic on Customer Satisfaction and Loyalty Index for Public Transport


Nur Farhana Norzelan 1, Siti Zaharah Ishak 1,2,*, Suria Haron 3, S. Sarifah Radiah Shariff 2,4, Teh Zaharah Yaacob 5
1 School of Civil Engineering, College of Engineering, Universiti Teknologi MARA, 40450 Shah Alam Selangor, Malaysia
2 Malaysia Institute of Transport (MITRANS), Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia
3 School of Civil Engineering, Universiti Teknologi MARA Pulau Pinang Branch, 13500 Permatang Pauh, Pulau Pinang, Malaysia
4 Centre for Statistics and Decision Science Studies, Faculty of Computer and Mathematical Science, Universiti Teknologi MARA, 40450 Shah Alam Selangor, Malaysia
5 Azman Hashim International Business School, Universiti Teknologi Malaysia (UTM), Skudai 81310 Johor Bahru, Johor, Malaysia

ABSTRACT

The COVID-19 outbreak is a global pandemic that is now widespread across the world. Malaysia government has implemented the Movement Control Order (MCO) or so-called massive restriction in Malaysia. The restriction amongst others includes that the public is advised to stay and work from home. Only the essential services are allowed to operate at capacity within the stipulated Standard Operating Procedures (SOP). Public transport operation is considered as essential services that need to provide people with mobility and access to employment, community resources, medical care, and recreational opportunities in communities. This study aims to identify the impact of COVID-19 pandemic on urban public transport in Kuala Lumpur, Malaysia. The objectives include: to determine the change of ridership trends, to measure the Customer Satisfaction Index (SCI) and Loyalty Index (CLI) in taking consideration of the current COVID-19 SOP provided by public transport operators. The questionnaire survey was distributed via online and received 401 respondents. The results show significant decreases in ridership and new mobility patterns emerge from public transport to private cars. The COVID-19 pandemic also impacted the CSI and CLI value for both public transport services-bus and rail within the urban public transport users. The highlights of public transport users' concern on using the public transport during this pandemic will be discussed.

KEYWORDS
COVID-19 Pandemic, Public Transport, Customer Satisfaction Index (SCI), Customer Loyalty Index (CLI)

Cite This Paper in IEEE or APA Citation Styles
(a). IEEE Format:
[1] Nur Farhana Norzelan , Siti Zaharah Ishak , Suria Haron , S. Sarifah Radiah Shariff , Teh Zaharah Yaacob , "Impact of COVID-19 Pandemic on Customer Satisfaction and Loyalty Index for Public Transport," Civil Engineering and Architecture, Vol. 10, No. 1, pp. 356 - 365, 2022. DOI: 10.13189/cea.2022.100130.

(b). APA Format:
Nur Farhana Norzelan , Siti Zaharah Ishak , Suria Haron , S. Sarifah Radiah Shariff , Teh Zaharah Yaacob (2022). Impact of COVID-19 Pandemic on Customer Satisfaction and Loyalty Index for Public Transport. Civil Engineering and Architecture, 10(1), 356 - 365. DOI: 10.13189/cea.2022.100130.