The aim of this study is to evaluate the
students’ perceptions on the bus drivers’ attitudes and the effectiveness of
outsourced buses at UiTM Shah Alam and Puncak Alam campuses. The study analysed
363 (95.03%) responses as well as interview transcripts. Analyses of variance
using responsiveness, reliability, assurance and empathy as independent
variables and the effectiveness of outsourced buses as the dependent variable
resulted in two significant interactions. Responsiveness and empathy attitudes
showed a significant bearing to the effectiveness of outsourced buses at UiTM
Shah Alam and Puncak Alam. Responsiveness appeared as the most influential
dimension of SERVQUAL model employed to measure the effectiveness of outsourced
bus services. The level of effectiveness of outsourced buses at UiTM Shah Alam
and Puncak Alam maintains at moderate level. This study has challenged findings
of previous researches with assurance as the most influential dimension of
SERVQUAL model relative to the effectiveness of bus services. It is very
encouraging to note that a trend in positive feedbacks from passengers has been
seen to be derived from attentiveness of bus drivers to the individual needs of
passengers, despite the popular belief that emphasizes on the safety assurance.
Future study with larger sample sizes is vital to prove the hypothesis.
