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UNIVERSITI TEKNOLOGI MALAYSIA

DECLARATION OF PROJECT REPORT AND COPYRIGHT

Author’s full name : Vasuthevan A/L Annamalai

Date of birth : 05th January 1972

Title : Data Management of Public Bus Operators in Johor Bahru

Academic Session : 2008/2009

I declare that this project report is classified as:

CONFIDENTAL (Contains confidential information under the Official Secret

Act 1972)*

RESTRICTED (Contains restricted information as specified by the

organisation where research was done)*

√ OPEN ACCESS I agree that my project paper to be published as online open

access (full text)

I acknowledge that Universiti Teknologi Malaysia reserves the right as follows:

1. The project report is property of Universiti Teknologi Malaysia

2. The Library of Universiti Teknologi Malaysia has the right to make copies for the
purpose of research only.
3. The Library has the right to make copies of the thesis for academic exchange.

Certified by :

___________________________ ________________________________
SIGNATURE SIGNATURE OF SUPERVISOR

720105-01-5731_ DR.MUHAMMAD ZALY SHAH

(NEW IC NO./PASSPORT NO.) NAME OF SUPERVISOR

Date : 12th November 2008 Date : 12th November 2008

NOTES: * If the project paper is CONFIDENTIAL or RESTRICTED, please attach with the letter from
the organisation with period and reasons for confidentially or restriction
DATA MANAGEMENT OF PUBLIC BUS OPERATORS IN JOHOR BAHRU

VASUTHEVAN A/L ANNAMALAI

A project report submitted

in fulfilment of the partial requirement
for the award of the Master of Science (Transport Planning)

Faculty of Built Environment

UNIVERSITI TEKNOLOGI MALAYSIA

NOVEMBER 2008
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“We hereby declare that we have read this thesis and in our opinion this project
report is sufficient in terms of scope and quality for the award of the degree of
Master of Science (Transport Planning)”

Signature : ............................................................................
Name of Supervisor : Dr. Muhammad Zaly Shah B. Muhammad Hussein
Date : 12th November 2008

Signature : ............................................................................
Name of Examiner : Associate Professor Dr. Othman Che Puan
Date : 12th November 2008
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“I declare that this project report entitled “Data Management Of Public Bus
Operators in Johor Bahru” is the result of my own research except where I have cited
in the references. The project report has not been accepted for award of any degree
and is not currently submitted in candidature of any degree.”

Signature : ............................................................................
Name of Candidate : Vasuthevan A/L Annamalai
Date : 12th November 2008
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DEDICATION

This thesis is dedicated to my late father Mr.Annamalai, loving mum

Mrs. Theivanai, my lovely wife Parameshwari and dearest daughter
Saranyaa who taught me that the best kind of knowledge to have is that
which is learned for its own sake.
 v

ACKNOWLEDGEMENT

In all my humbleness and respect, I wish to dedicate this piece of work

including the many endeavour’s undertaken, to my loving mother Mrs.Theivanai. I
also pray for the blessings of my forefathers. My pursuit of Masters (M Sc. Transport
Planning) has been possible due to the moral support of my lovely wife
Parameshwari and my dearest daughter Saranyaa who has constantly assisted me in
continuing my further studies at UTM. It would be incomplete if I did not mention
Dr. Muhammad Zaly Shah my project supervisor, who at all times, guided and
counseled me through the completion of project. Many thanks to my colleagues
Asogan, Captain V and Nizam who were with me during my M. Sc. (Transport
Planning) studies at UTM, Skudai. Special thanks to my lovely wife for her support
in my studies.
Finally, above all, I am grateful to Lord Shiva – Anbe Sivam.
 vi

ABSTRAK

Di dalam era logistik dan ekonomi yang baru, pengurusan data bas yang
sistematik adalah merupakan salah satu aset kritikal bagi mana-mana pengusaha bas.
Johor Bahru antaranya merupakan sebuah bandaraya di dunia ini yang menghadapi
masalah peningkatan permintaan pengangkutan awam dan juga masalah
pengangkutan yang disebabkan oleh pembangunan yang pesat. Kajian ini mengkaji
sistem pengurusan data yang dilaksanakan oleh pengusaha bas awam di bandaraya
Johor Bahru, Johor. Kajian ini memfokuskan kepada cara pengurusan data terkini
yang dilaksanakan oleh pengusaha-pengusaha bas awam di Johor Bahru. Kesemua
enam syarikat pengusaha bas di Johor Bahru telah ditemubual dalam menjayakan
objektif kajian ini. Matlamat pengkajian ini adalah bertujuan untuk mengetahui
pola/corak pengurusan data sedia ada yang dilaksanakan oleh pengusaha-pengusaha
bas awam di Johor Bahru di samping ingin mengetahui apakah faktor-faktor yang
memberikan kesan kepada pengusaha bas samada daripada pengumpulan, penilaian
dan menganalisa data. Borang soal selidik ( pengurusan data bas) untuk kajian ini
telah direka dan dianalisa dengan menggunakan program perisian Excel, di mana
dua dimensi yang berbeza iaitu data pendapat penumpang dan data operasi telah
digunakan dan dianalisa. Data-data diperolehi daripada semua pengusaha bas awam
dianalisa secara terperinci dan hasilnya menunjukkan bahawa tiada pendekatan yang
sistematik digunakan untuk mengumpul data daripada penumpang dan aktiviti
operasi. Hasil kajian ini juga menunjukkan bahawa pengurusan data bas sedia ada
tidak mempunyai satu pengumpulan data yang lengkap dan ianya lebih kepada
bentuk pemasaran dan route impact analysis. Pada masa yang sama, kajian ini
menunjukkan bahawa polisi syarikat memainkan peranan yang jelas dari segi
pengumpulan, penilaian dan analisa data. Kajian ini juga menunjukkan bahawa
pengurusan data bas di Johor Bahru jauh ketinggalan jika dibandingkan dengan lain-
lain bandaraya di negara-negara membangun.
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ABSRACT

In the new logistic and economy era, a systematic bus data management is
one of the critical assets for any bus operator. Johor Bahru like other cities in the
world is facing increased public transportation demands and transportation problems
caused by rapid urbanization. This research project investigates the data management
of public bus provider in Johor Bahru City, Johor. The research is focus on the
current practice of data management by public bus operator in Johor Bahru city. All
six public bus operators were interviewed for the purpose of this research. The aim of
this research attempts to know the pattern of existing data management practiced by
public bus operators in Johor Bahru and to know what are the factors affects the bus
operators from collecting, evaluating and analyzing the data. The questionnaire (bus
data management survey) of the research were designed and analyzed with
application of simple Microsoft Excel where two distinct dimensions namely,
passengers opinion data and operational data were analyzed. The data obtained from
all six public bus operator were descriptively analyzed and the finding indicate that
there is no systematic approach to collect data from passengers and operational
activities. The finding also indicates that the existing bus data management is not a
complete data collection and it is more on market trend and route impact analysis. At
the same time this research indicates that company policy play a significant role in
affects the bus operator from collecting, evaluating and analyzing the data. This
research indicating that the bus data management in Johor Bahru far less than
compare to other cities in developed countries.
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TABLE OF CONTENTS

CHAPTER TITLE PAGE

TITLE i
SUPERVISOR DECLARATION ii
STUDENT DECLARATION iii
DEDICATION iv
ACKNOWLEDGEMENT v
ABSTRAK vi
ABSTRACT vii
TABLE OF CONTENTS viii
LIST OF TABLES xii
LIST OF FIGURE xiv

TITLE PAGE
1 INTRODUCTION
1.1 Introduction 1
1.2 Current public bus scenario in Johor Bahru 1
1.3 Problem statement 4
1.4 Research question 5
1.5 Objective of study 5
1.6 Area of study 6
1.7 Contribution 7
1.8 Scope and limitation of study 8
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CHAPTER TITLE PAGE

2 LITERATURE REVIEW
2.1 Introduction 9
2.2 Basic element of data management 11
2.2.1 Data collection 11
2.2.2 Data entry 12
2.2.3 Data analysis 16
2.2.4 Data reporting 17
2.3 Data warehousing 18
2.4 Data mining 20
2.5 Application of data management 21
2.5.1 Marine data management 21
2.5.2 Transport data management 23
2.5.3 What is intelligent transport system 23
2.5.4 ITS and transportation 24
2.5.4.1 Benefits of ITS 24
2.5.5 ITS case study 1 - Improvement in Denmark
Rail Services using ITS 26
2.5.6 ITS case study 2 - Buses Tracked in Denmark 27
2.6 Importance of data management 28
2.6.1 Success story of New Zealand Post 28
2.6.2 Challenges 28
2.6.3 Action plan 29
2.6.4 Result 31
2.7 Failure of data management - Failure in predicting El-Nino 31
2.8 Transport data management - Failure in sustainable
data collection 32
2.9 Importance of data management to CEO/ Executive
and Planners 33
2.9.1 Application of EIS 34
2.10 Contribution of data management to public transportation 36
2.10.1 Key benefits of the data management in public
Transportation 36
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CHAPTER TITLE PAGE

3 RESEARCH METHODOLOGY
3.1 Introduction 38
3.2 Conceptual model 38
3.3 Data collection method 39
3.3.1 Primary data 39
3.3.2 Secondary data 40
3.3.3 Bus operator data management survey 40
3.4 Population and sampling method 42
3.5 Data analysis 42
3.5.1 Quantitative method 42
3.5.2 Qualitative analysis 43
3.6 Conclusion 43

CHAPTER TITLE PAGE

4 DATA ANALYSIS
4.1 Introduction 44
4.1.1 Data collection – passenger opinion 44
4.1.2 Passenger bus survey 46
4.1.3 Frequent of passenger bus surveys 47
4.1.4 Source of passenger’s feedback 47
4.1.5 Budget allocated for bus survey 48
4.1.6 Appointed personnel or department 48
4.1.7 Difficulties faced by bus operators during
data collection from passenger 49
4.1.8 Information collects by bus operators from
passenger 50
4.1.9 Record keeping 52
4.1.10 Purpose of bus operators collect data on passenger
opinion 52
4.1.11 Activity after collected the passenger data 53
4.1.12 Use of collected passenger’s data by bus operators 53
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4.1.13 Receiver of the complete passenger’s

opinion reports 55
4.2 Operational data collection 56
4.2.1 Company policy 56
4.2.2 Frequent of operational data 57
4.2.3 Source of operational data 58
4.2.4 Budget allocated for operational data 59
4.2.5 Appointed personnel or department 59
4.2.6 Difficulties faced by bus operators during
operational data collection 60
4.2.7 Type of data collected from operational
activities 61
4.2.8 Record keeping of operational data 63
4.2.9 Purpose of collecting operational data 63
4.2.10 Activity after collect the operational data 63
4.2.11 Use of collected operational data 64
4.2.12 Receiver of complete operational data reports 65
4.2.13 Types and formats of reports 66
4.2.14 Review and action plan 67
4.3 Conclusion 67

CHAPTER TITLE PAGE

5 CONCLUSION
5.1 Introduction 69
5.2 Summary of the research findings 69
5.3 Discussion 70
5.4 Future studies 72
5.5 Recommendation for public bus operators in Johor Bahru 72
5.6 Conclusion 73

REFERENCES 75
APPENDIX 78
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LIST OF TABLE

TABLE NO. TITLE PAGE

Table 1.1 Current public bus operators and

number of bus routes in Johor Bahru City 2
Table 1.2 Total registered stages bus, number of complaint and type of
disciplinary action taken by CVLB Peninsular Malaysia
for 2005 and 2006 3
Table 1.3 Transport & Communication Indicator by City, 1990 and 2000 3
Table 1.4 Traffic Compositions (%) By Bus JB-Air Hitam and JB – Endau 4
Table 4.1 Passenger opinion data collection by Johor Bahru bus operators 45
Table 4.2 Public bus passenger bus survey in Johor Bahru 46
Table 4.3 Frequent of public bus passenger survey 47
Table 4.4 Source of passenger’s feedback by bus operators 48
Table 4.5 Department for data management 49
Table 4.6 Difficulties during data collection for passenger opinion 50
Table 4.7 Passengers information collects by bus operators 51
Table 4.8 Records keeping of passenger opinion data by bus operators 52
Table 4.9 Purpose of data collection 53
Table 4.10 Activities after collect the data from passenger and method
of analysis 54
Table 4.11 Use of passenger’s data collected by public bus operators 54
Table 4.12 Receiver of the passenger opinion report 55
Table 4.13 Review of reports and action plan by bus operators on
final report 56
Table 4.14 Company policy on operational data collection 57
Table 4.15 Frequent of operational data collection 58
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Table 4.16 Source of operational data collection 58

Table 4.17 Department for operational data management 59
Table 4.18 Difficulties faces by bus operators during collect
operational data 60
Table 4.19 Type of data collected from operational activities 62
Table 4.20 Data collection on peak time and peak season 61
Table 4.21 Record keeping of operational data 62
Table 4.22 Purpose of bus company collect operational data 64
Table 4.23 Method of use to analyze the operational data 64
Table 4.24 Use of operational data 65
Table 4.25 Receiver of the operational report 66
Table 4.26 Type and format of the report 66
Table 4.27 Review of operational data collection reports and action plan 67
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LIST OF FIGURES

NO. TITLE PAGE

Figure 1.1 Area of Study, Map of Johor Bahru City 7

Figure 2.1 Simple process of data management 11
Figure 2.2 Chicago transit authority bus tracker 15
Figure 2.3 Chicago transit authority bus location map 16
Figure 2.4 Data analysis 17
Figure 2.5 New Zealand Post 30
Figure 3.1 Conceptual model 39
Figure 3.2 Sections in Bus Operator Data Management Survey 41
Figure 4.1 Handal Indah, online customer feedback form 45
 CHAPTER 1

INTRODUCTION

1. 1 Introduction1

Data Management is one of the strategically significant resources that any

organization can possess. Data management has traditionally been viewed as part of
the information technology cost centre. But this view is changing, both in business
and in general, as organizations recognize data as a critical asset that, when properly
managed and with a view to addressing specific business challenges, provides
significant competitive advantages. Data management has become an important
source of better performance and competitive advantage for any organization. Data
Management studies in Malaysia mostly focus on Hi-Tech industry, public sector
administration and educational institutes, rarely on transportation. This study takes
how public bus operator in Johor Bahru manage the data their data as a performance
index to improve services and sustain in the industry.

1.2 Current public bus scenario in Johor Bahru

Johor Bahru, like many Asian cities, is facing increased demand in better and
quality public bus transportation due to rapid urbanisation. The current public bus
services in Johor Bahru comprise of 6 bus companies with almost 600 buses which
operating on 117 routes (refer Table 1.1). Even though, current combination of land-
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use and transport planning, public transport is accessible to a large part of the Johor
Bahru population the modal split is not in favors of public transport (bus, train and
taxi) 30:70 to private vehicles. (Technical report Transport Traffic Management Unit,
Local Plan Research, Johor Bahru , 2002).

Public bus transport system provide most efficient meant of moving large
numbers of people in Johor Bahru, especially in connecting surroundings residential
townships and rural areas to Johor Bahru City. Even though these public bus
transports not considerable flexibility in meeting demand for urban population,
public bus transport is the only choice of majority of the urban poor population in
Johor Bahru.

Table 1.1: Current public bus operators number of bus routes in Johor Bahru City
PUBLIC BUS OPERATOR NUMBER OF BUS ROUTES
MAJU 16 Routes
HANDAL INDAH - CERIA / CAUSEWAY LINK 23 Routes
S&S 3 Routes
GML LINE 5 Routes
TRITON 10 Routes
CITY BUS / TRANSIT LINK 36 Routes
Source: www.wikitravel.com

Statistics from CVLB Commercial Vehicles License Board (CVLB) showed

that even though complaint about stages bus in year 2006 is decreased about 0.9 but
seriousness of disciplinary action taken against stages bus is getting worst in 2006
compare to year 2005 (refer Table 1.2). Number of suspension is increased from 2
cases to 13 cases and one termination in year 2006. Above data clearly indicated that
public bus passenger are not satisfied with the service and poor bus management and
data management of bus resulted in serious disciplinary action taken against bus
operators.
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Table 1.2: Total registered stages bus, number of complaint and type of disciplinary
action taken by CVLB Peninsular Malaysia for 2005 and 2006
Year 2005 Year 2006
Total registered stages bus 8,615 8,976
License Issued 519 361
Complaint 775 724
Warning 204 127
Compound 123 200
Suspension 2 13
Termination 0 1
Source: MECD Annual Report 2005 and 2006

A study on Malaysian Quality life in year 1990 - 2000 completed in 2002 by

Ministry of Entrepreneurial and Cooperative Development indicated that there are
838 cars and motorcycles per 1000 people in Johor Bahru in year 1990 were
increased to 1271 cars and motorcycles in year 2000. This is contrast with statistic
for public transport per 1000 population was 13.9 in year 1990 were only increased
to 15.8 in year 2000 (refer Table 1.3). This clearly indicated that declined in public
transport, especially public bus transport from year 1990 to 2000 in Johor Bahru and
registered the second highest of private vehicle user after Kuala Lumpur
(Malaysia Quality Life, Year 2002).

Table 1.3: Transport & Communication Indicator by City, 1990 and 2000
City Private vehicles Public transport
per 1000 population per 1000 population
City 1990 2000 1990 2000
Ipoh 485.1 825.4 4.8 6.3
Johor Bahru 838.1 1271.1 13.3 15.8
Kuala Lumpur 591.1 1418.5 10.5 21.6
Kuching 1549.0 1882.8 15.5 12.9
Source: Malaysian Quality Life, Year 2000
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Table 1.4: Traffic Compositions (%) By Bus JB-Air Hitam and JB – Endau
Route / location 2004 2005 2006 2007
JR203 JB-Air Hitam 2.7 2.2 1.9 1.7
JR501 JB-Endau 0.9 0.8 1.9 1.2
Source: Road Transport Department, Malaysia, 2007

Another statistics from Ministry of Transport support above claims that the
traffic Compositions (%) by bus in selected JB-Air Hitam and JB – Endau showed
that compositions of bus on the road reduce from 2.7% in year 2004 to 1.7% in year
2007(refer Table 1.4). This is very obvious in JB-Air Hitam location whereby the
density of population along this route is higher compare to JB-Endau location. Above
two data clearly indicated that poor bus management and data management of bus
result in decreased of buses on the road specifically public bus passenger whom shift
to use private vehicles.

In Johor Bahru only one bus operator provide information and collect
customer’s feedback by online website. It is very surprised to know that two
prominent public us operators Syarikat Pengangkutan Maju (MAJU) and Alec Bus
Sdn. Bhd (City Bus) in Johor Bahru which in this industry more than 25 years still
using traditional method to collect passenger feedback. This study will highlight the
status of intra-city bus data management in Johor Bahru and how these bus operators
use the collected data and the effectiveness of the existing data management.

1.3 Problem statement

Johor Bahru like other cities in the world is facing increased transportation
demands and transportation problems caused by rapid urbanization. Even though
there are six public bus providers in Johor Bahru; intra-city bus industry is still
considered a traditional industry although it is one of indispensable transportation in
Johor Bahru. The management strategy of these public bus providers has no
systematic approach for collecting, record keeping, evaluate and analyze (bus data
management) the bus data’s among public bus operator in Johor Bahru. Most of the
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bus companies have customer complaints form only and no adequate and well
planned complete bus survey. Basically the bus data management of intra-city bus
industry in Johor Bahru is far less than compare to other cities in developed countries.
Therefore, it is highly desirable to assess the status of intercity bus data management
in Johor Bahru to evaluate the effectiveness of the existing data management and
analyze the factors which affects the bus operators from collecting, evaluating and
analyzing the data’s practiced by bus companies in Johor Bahru.

1.4 Research Question

Research question for this study is based on above scenario of problem

statement and below are the research questions for this study.

i. What is the existing company policy on data management?

ii. What are data / information Johor Bahru bus operator collect?
iii. How these bus operators collect the data?
iv. How do these bus operators keep the collected data or archive the data?
v. Why these bus operators collect data?
vi. What these bus operators do after collected the data?
vii. How do these bus operators use the collected data?
viii. Company strategies and action plan after analyze the data /results?

1.5 Objective of study

The objectives of the study are:

i. To know the pattern of existing data management practiced by bus operators

in Johor Bahru.
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ii. To know and analyze the factor which affects the bus operator from
collecting, evaluating and analyzing the data.
iii. To suggest and recommend solutions that will help improve the bus
operators data management.

1.6 Area of study

Johor Bahru is physically located at the southern part of the Malaysian

Peninsular which 350 Kilometres south of Kuala Lumpur and proclaimed as a City
Council in 1994. Population of Johor Bahru city is nearly 1.5 million (year 2006).
Land Area is 186 sq. km. Johor Bahru, (refer figure: 1.1) like many Asian cities, is
facing increased demand in better and quality public bus transportation due to rapid
urbanisation. Currently, 6 bus companies providing public bus services in Johor
Bahru city and its metropolitan area (refer table 1.1) This study covers the entire 6
public bus provider in Johor Bahru which covers 112 routes.
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Area of study
Johor Bahru

Figure 1.1: Area of Study, Map of Johor Bahru City

Source: Jabatan Kerja Raya, Negeri Johor, 2007

1.7 Contribution

This study could give us the existing pattern and effectiveness of data
management by bus companies in Johor Bahru.
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Analyze the factors which affect the data management could help existing bus
service provider to think seriously about bus management and future and sustainable
public bus service in Johor Bahru.

Suggestion and recommendation based on result of study to improve the

Johor Bahru bus companies’ data management.

1.8 Scope and limitation of study

Involving public bus operator associated with competition in Johor Bahru

only. Any cross border bus service from JB-Singapore, Singapore – JB and intercity /
major town not included in this study. Any direct and indirect implications from
congestion, pollution and accidents involving other vehicles not covered in this study.