IMPROVING THE TAXI DRIVERS‘ ATTITUDES IN DISCHARGING BETTER SERVICES TO THE PASSENGERS IN KLANG VALLEY, MALAYSIA

Farah Nabilahche Kholid; Syazwani Abdullah Shamsudin; Khairunnisa Ramly; Dr. Syed Jamal Abdul Nasir Syed Mohamad

Volume : IV, Issue : VIII, August - 2015

IMPROVING THE TAXI DRIVERS‘ ATTITUDES IN DISCHARGING BETTER SERVICES TO THE PASSENGERS IN KLANG VALLEY, MALAYSIA

Farah Nabilahche Kholid, Syazwani Abdullah Shamsudin, Khairunnisa Ramly, Dr. Syed Jamal Abdul Nasir Syed Mohamad

Abstract :

The main objective of this study is to determine thelevel of taxi drivers� attitudes while discharging services to the passengers in Klang Valley area, apart from examining the factors that lead towards poor attitudes of the taxi drivers. Executing the survey approach, this study involved 384 respondents.Besides questionnaires distribution, interviews have also been conducted with the representatives from Land Public Transport Commission (SPAD) and passengers in order to better comprehend the current scenario of taxi services industry in Klang Valley. In conclusion, with regards to the level of the taxi drivers� attitudes, the dimensions which mostly neglected by them are safety, empathy, hygiene and courtesy. While for the factors that lead towards taxi drivers� poor attitudes include financial problems, family commitment and low education level.Therefore, recommended strategies have been outlined to improve the current situation of the taxi industry in order to uphold better taxi services in Klang Valley