The Heterogeneity of Transit Perception: How Socio-Demographic Factors Shape Public Bus Service Evaluations in Johor Bahru

Abstract

Understanding the heterogeneity of passenger needs is essential for increasing public transport ridership in car-dependent urban areas. This study examines the relationship between passenger demographics and perceived service quality of the public bus system in Johor Bahru. By analyzing variables including age, income, and frequency of travel, the research identifies critical disparities in how different community segments experience urban mobility. Statistical analysis confirms that demographic characteristics are crucial predictors of satisfaction, with significant variations found in accessibility, safety, and information provision. The study provides a framework for transportation providers to move toward data-driven, tailored service models. By addressing the specific demands of diverse demographic groups, stakeholders can improve service equity and support the city’s goals for sustainable modal shifts. These implications extend beyond transit, offering insights into broader public service management and social engagement strategies.