Importance-Performance Analysis evaluates bus services in Kota Kinabalu, revealing gaps in accessibility and facilities.
This study applies Importance-Performance Analysis (IPA) to assess user satisfaction with bus services in Kota Kinabalu, Sabah, Malaysia. Key dimensions analyzed include bus facilities, accessibility, safety, and fare, crucial in evaluating public transportation efficiency. 450 questionnaires were distributed using a quantitative approach and descriptive design. The findings indicate that while certain aspects meet user expectations, improvements are needed in bus accessibility and public transport facilities to enhance overall service quality. This study provides valuable insights for transportation authorities to prioritize service improvements, ultimately promoting increased public transport usage.
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Rahman et al. (2025) studied this question.