Quality of service should be taken into consideration for fare hikes

The Customer Satisfaction Index of Singapore (CSISG) conducted by the Institute of Service Excellence at SMU (ISES) was cited in a commentary by NTU's Nanyang Centre for Public Administration Senior Research Fellow Dr Ma Liang. Dr Ma commented that the quality of transport service should be taken into consideration for fare changes. He added that this would prioritise the needs of the passengers and enable them to accept the changes. Dr Ma said that the public was unhappy with fare hikes as the quality of transport was lacking, with frequent train breakdowns. He cited the importance of using the CSISG to determine public sentiment so as to increase the overall customer satisfaction with public transport.