Sgrean less satisfied with public transport service: ISES
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By Qiuyi Tan | Posted: 04 September 2012 1701 hrs
SINGAPORE: Singaporeans are less satisfied with the public transport service compared to a year ago, according to the latest results from the 2012 second quarter Customer Satisfaction Index of Singapore (CSISG).
Some 2,300 people were surveyed on their public transport experiences by the Institute of Service Excellence at Singapore Management University (ISES) between April and June 2012.
The study showed that commuters had significantly lower perceptions of quality in public buses and the MRT system.
Compared to 2011, commuters also had significantly higher expectation of taxi services this year but did not experience any improvements.
The MRT sub-sector suffered the largest drop in satisfaction, falling by nearly nine per cent to about 62 points.
Public buses did not fare better, falling about seven per cent to 61.6 points.
ISES Academic Director Marcus Lee said the scores are far from the national average for satisfaction levels, which is close to 70.
"Our satisfaction ratings are on a 0 to 100 scale. To give you some context, a company known for very good service like a very good hotel will score in the 80s," he said.
"The MRT system and buses are scoring in the low 60s. The national average is close to 70, so we are very far from the average satisfaction level in Singapore."
Mr Lee added: "What we found was that customer expectations have not changed year-on-year. Despite all that has happened, people still expect the same level of service quality, or commuting experience from the operators.
"But what has happened is that perceptions of what they're receiving has dropped significantly from the previous year."
Mr Lee said this has led to worsening customer satisfaction.
Bus arrival frequencies and bus punctuality continued to be rated the poorest among all factors.
The widening gaps between expectations and perceptions of quality contributed to the significant decline in satisfaction.
The study also found commuters had a significantly higher expectation of Singapore's taxi service, possibly due to the fare hikes in December last year.
However, commuters' perceptions of taxis' quality level did not change.
Overall, the transport and logistics sector saw customer satisfaction dropping by 2.4 per cent to 68.3 points, compared to last year.
The CSISG also surveyed customer satisfaction in the public and private education sectors.
Satisfaction in the public education sector fell by 4 per cent to 67.5 points, while the private education sector's fell by 7.4 per cent to 69 points.
The survey comprised a total of 11,807 responses -- including the 2,300 surveyed on public transportation -- about customer experiences in the public education, private education and transport and logistics sectors.
- CNA/wm -
i thought another "survey" said the people are happy with public transport?
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Too many surveys out of a sudden, why?
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That is so unsurprising.
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They should start to print more nice guides for the bus fans..
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suka suka the MRT gives problem, afffect punctuality at work places, schools and ..... how to be saying they are excellent.
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Originally posted by SJS6638:
suka suka the MRT gives problem, afffect punctuality at work places, schools and ..... how to be saying they are excellent.
Why you never buy car?
Why?
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Originally posted by charlize:
Why you never buy car?
Why?
No $$$
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Egads! This sounds like a job for......
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Originally posted by charlize:
Why you never buy car?
Why?
money not enuf , how to buy. i also not for paying for COE, stupid policy which serves to benefit one party ^$$$$$$$$$$$$
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Originally posted by Summer hill:
No $$$
You need to be cheaper better and faster so that you can afford a car.
Goodness knows how earning less money improves your standard of living.
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wow tts good news!
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Public transport fare adjustments to take into account bus drivers' wage increase
By Dylan Loh | Posted: 06 December 2012 1626 hrsSINGAPORE: Transport Minister Lui Tuck Yew said on Thursday public transport fare adjustments, due next year, will take into account the need to raise bus drivers' wages.
Mr Lui was speaking for the first time in the aftermath of the illegal strike by bus drivers from China last week, and said public transport cost increases over the years have outpaced fare adjustments.
He was trying out the route of a new service on Thursday under the government's billion-dollar Bus Service Enhancement Programme.
Mr Lui said the 34 Chinese bus drivers out of work from SMRT due to the strike make up only about 0.5 per cent of the total pool of 8,000-odd drivers.
Therefore, the impact on bus enhancements should be minimal.
What's of concern, however, is the lingering effect of the strike on recruitment and retention of bus drivers, and Mr Lui said the government is watching this carefully.
Looking at public transport fare adjustments of past years, Mr Lui said while fares have increased by 0.3 per cent, costs in fuel and wages for instance have gone up by 30 per cent.
He said the fare review committee recognises this "significant mismatch".
Mr Lui said: "Any fare adjustment will allow the two operators to have more resources, in time to come, to make further salary adjustments to their drivers. We recognise that the drivers need to be paid more. (The) question is, where is that money coming from?
"So we need to see the relationship between any fare adjustment, wage increase, and any other forms of government support that we might be required to give to the operators."
Mr Lui said it is difficult to wean dependence off foreign bus drivers as Singaporeans may not want to take up the job.
So salary adjustments, at least, will make the occupation more attractive to locals.
He said previous salary adjustments have helped to increase the recruitment of drivers, both local and foreign.
When asked whether SMRT should face any penalty as a result of the strike, Mr Lui said the operator will be evaluated according to quality of service standards.
Impact on bus services as a result of the two-day strike will be taken into account.
Mr Lui said he also spoke to SMRT's Chief Executive Desmond Kuek on the strike, and said the organisation needs to improve in many areas.
He said Mr Kuek needs to be given time to turn things around.
From December 16, two new SBS Transit bus services will start plying under the Bus Service Enhancement Programme.
Service 50, which will start service on December 16, will cover Ang Mo Kio, Yio Chu Kang, Sengkang and Punggol.
Express Service 513 will start on December 17, connecting residents of Tampines to the Central Business District. This service only runs during the morning and evening peak period on weekdays.
In addition, four new bus services will be added to the bus network in the first quarter of 2013.
Three of them come under the government's enhancement programme, while the other is a trunk service by SBS Transit at its own cost.
- CNA/de -
huat ah.
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they now blame the BCs for rising transport fares.
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thanks to FT drivers.
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To put into perspective, a $25 monthly increase per BC salary will cost you an extra ____ cents of fare?
What do you think?
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$25 convert to renmingbi is RMB$100+
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fuck all that.. for this stupid mismanagement, we rewarded the bastards with $1.1 billion of taxpayer money?
they should all be taken out and flogged for their epic incompetence
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change chenghu la
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more than that..
you put one in the top position, he'll drag his cronies up with him...
so the REMF general is going to put more REMFs into SMRT to turn it into one fucking giant clusterfuck
running a transport company requires more than their only skill which is canteen breaks
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Originally posted by the Bear:
more than that..
you put one in the top position, he'll drag his cronies up with him...
so the REMF general is going to put more REMFs into SMRT to turn it into one fucking giant clusterfuck
running a transport company requires more than their only skill which is canteen breaks
agree
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oh yeah. where is that money coming from?
do we haf to answer this qn?