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Commuters more satisfied with Singapore's public transport: survey

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Commuters seem more satisfied with Singapore's public transport system, particularly taxi services and public buses, which recorded significantly improved scores in a quarterly survey.

COMMUTERS seem more satisfied with Singapore's public transport system, particularly taxi services and public buses, which recorded significantly improved scores in a quarterly survey.

The Institute of Service Excellence at the Singapore Management University (ISES) on Wednesday said the 2015 second quarter Customer Satisfaction Index of Singapore (CSISG) showed that satisfaction levels for taxi services scored 65.9 points, up 4.3 per cent from a year ago.

Participants gave public buses a score of 60.9 points, up 4.1 per cent.

Similarly, the MRT sub-sector also saw higher scores across both SMRT and SBS trains, with an overall 62 points, an increase of 3.7 per cent over 2014.

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But ISES noted that the survey period concluded before the massive train network disruption on July 7, which it said "may otherwise have negatively impacted commuter satisfaction since".

Additional analysis into the land transport sector, specifically the improved scores for the MRT and public buses sub-sectors, showed that "the more commuters believe that the operator is working in their best interest, the more commuters are happy with the adequacy of government intervention in land transport, the more likely these same commuters will have high(er) satisfaction with the transport operator", it said.

The three sub-components of the air transport sector - airlines, budget airlines and Changi Airport - performed similarly as the previous year.

Changi Airport dipped 0.4 per cent to 75.1 points, while the airlines sector slid 0.1 per cent to 73.2 points and budget airlines remained unchanged at 68.3 points from 2014.

Over in logistics, both courier and postal services recorded slight year-on-year movements, with the former scoring 70.2 points (-1.4 per cent) and the latter inching up to 71.5 points (+0.4 per cent).

Those polled were also more satisfied with the country's public education, with this sector scoring 74.1 points, a rise of 1.6 per cent from the previous year, even as satisfaction levels for polytechnics and ITE dipped.

The improved score was led by a record 75.6 points from the universities sub-sector, which rose 2.8 per cent from a year ago.

Polytechnics and ITE scored 69.8 points (-1.8 per cent) and 74 points (-0.4 per cent), respectively.

Satisfaction levels of private education institutions (PEIs) dropped 2.5 per cent year-on-year to 64.1 points, due to part-time PEI student respondents who were relatively less satisfied than full-time students.

"Segment analysis also indicated the poorer year-on-year CSISG showing from PEIs can be attributed to vocational programmes, as opposed to non-vocational courses that actually made a small improvement," the survey said.

Further private education sector analysis showed that the top three drivers of students' perceptions of quality were: teaching quality, the PEI's support services, and students' perceived suitability to the enrolled programme.

The CSISG 2015 Q2 survey was conducted between April and June this year, with a total of 13,292 unique responses about customer experiences in the air transport, land transport, logistics, public education, and private education sectors.

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