SMU Assistant Professor of Marketing (Practice) and ISES Academic Director Marcus Lee said it suggests that customer satisfaction with public transport operators is more multi-faceted and improving satisfaction will take more than having reliable trains and frequent buses. He urged both the operators and regulator to rebuild trust in the public transport system by emphasising competence, benevolence and integrity in their engagement with the general public.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/oc...