1. INTRODUCTION AND SUMMARY OF THE KEY POINT OF THE ARTICLE 2.1 Introduction
Singapore is an urban city with a modern multi-modal public transport service system. However, there have existed gaps between customer expectations and customer perceptions, especially in using bus services. This report will analyze these gaps and how bus operators recover their service quality and satisfy their customers. 2.2 Summary of the key points of the article
Recently, The Land Transport Authority (LTA) has allowed the first privately run feeder bus service to boost the network. This is good news for customers who are suffering of waiting for the bus for a long time at crowded bus stations during the peak hours and using congested buses. Customers are happy with the improvement of bus service. Previously, customers were frustrated because of insufficiency of bus service in peak hours. They have to wait from 30 to 40 minutes. But from now on, customers will be more satisfaction with the improvement of bus services in Singapore. Bus frequency has improved by 1 to 5 minutes instead of 10 to 13 minutes previously. The “peak period short service” 912P reduce waiting time and ease congestion. Extra supply of bus service will always be helpful with customers in reducing the crowded situation in some buses and reduce waiting time at the congested bus stations. 2. HOW THE ARTICLE RELATES TO THE CONCEPTS 3.3 Customers’ expectations of bus services
“Customers’ expectations are beliefs about service delivery that serve as standard or reference points against which performance is judged.” (Zeithaml, Bitner, & Gremler, 2013, p. 51). Based on these theories, this part of the report will analyze the customers’ expectations of bus service in Singapore.

Figure 1: Top three most important service attributes
Sources: The 2013 Public Transport Customer