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Shafa Malika
Undergraduate Student
Esa Unggul University – Tangerang Campus
November 4, 2025
To:
Transportation and Facility Department
Esa Unggul University
Subject: Proposal to Improve Campus Bus Service for Enhanced Student Satisfaction
Dear, Transportation and Facility Department Team
Attention
As a student of Esa Unggul University (EU) at the Tangerang campus, I have experienced firsthand the challenges of commuting between campuses—particularly to the main campus in Kebon Jeruk (KJ) for laboratory sessions and academic events. Many students rely on the campus shuttle bus; however, the limited number of buses often leads to overcrowding and long waiting times. These issues not only cause discomfort but can also result in tardiness and decreased academic performance. Improving the quality and reliability of our bus service can significantly enhance student satisfaction and overall learning experience.
Interest
A recent study conducted by Nor Zaihan Mat Hasan Mat Hussin et al. (2024) at Universiti Teknologi MARA (UiTM) revealed that reliability, empathy, and perceived value are the three strongest predictors of student satisfaction with campus bus services. In their survey of 200 university students, reliability had the greatest impact (β = .338, p < .05), followed by empathy (β = .283, p < .05) ( Hasan et al., 2024). This means that dependable scheduling, safe vehicles, and drivers who show care and understanding are essential for student satisfaction. Similarly, a 2023 report by the Office Solutions Journal highlighted that improving transportation reliability can increase user satisfaction by up to 30%.
Currently, the EU shuttle operates with limited capacity, especially during peak hours when multiple departments schedule classes in Kebon Jeruk. Students often have to stand during long rides, or worse, wait for the next bus—resulting in delays and missed sessions. These recurring problems affect not only student morale but also the university’s image as an institution committed to student welfare.
Desire
To address this issue, I propose that Esa Unggul University enhance its inter-campus transportation service through the following initiatives:
1. Increase Bus Frequency During Peak Hours
dd one or two additional shuttle buses between 7 AM – 6:00 PM, aligning with class transitions and practical sessions. According to Hasan et al. (2024), reliability in schedule adherence directly influences satisfaction and trust in the institution’s management.
2. Implement a Digital Shuttle Schedule System
Introduce a mobile or web-based platform where students can check live bus locations and estimated arrival times. Real-time tracking reduces uncertainty and aligns with the timeliness factor discussed in the UiTM study.
3. Enhance Empathy and Comfort
Train drivers and bus staff in communication and service etiquette to improve student-driver relationships. Empathy in service interactions has been proven to increase satisfaction and loyalty
4. Regular Maintenance and Cleanliness
Conduct weekly inspections to ensure vehicles are clean, air-conditioned, and safe. Comfortable conditions improve both perceived value and reliability.
These actions not only address current transportation concerns but also demonstrate the university’s empathy toward its students’ needs, aligning with sustainable and student-centered campus development goals.
Action
I kindly request that the Transportation and Facility Department consider this proposal and conduct a short pilot program next semester. This could involve monitoring satisfaction levels before and after implementing the improvements, providing valuable feedback for long-term planning. I would be glad to assist in conducting a brief student satisfaction survey to evaluate the results.
Improving the bus service reliability and empathy will directly enhance student well-being, punctuality, and perception of the university’s commitment to quality. As demonstrated by the UiTM study (Hasan et al., 2024), consistent and empathetic service delivery is key to increasing overall satisfaction.
Thank you for considering this proposal. I am confident that implementing these recommendations will improve the commuting experience and contribute to Esa Unggul University’s mission of providing a supportive learning environment. I would be happy to discuss this further at your convenience.
Sincerely,
Shafa Malika
Undergraduate Student, Faculty of Health Sciences
Esa Unggul University
Email: shafamalika@gmail.com
Phone: +62 812-3456-7890
REFERENSI:
Nor Zaihan Mat Hasan, Annurizal Anuar, Mohamad Naqiuddin Md Mansor, M. S. M. B. (2024). Determinants of Student’s Satisfaction Towards Bus Service Quality in UiTM Cawangan Selangor. Information Management and Business Review, 16(3), 651–658. https://doi.org/https://doi.org/10.22610/imbr.v16i3S(I)a.4158
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