Measuring Commuters' Perception on Service Quality Using SERVQUAL in Public Transportation
By K. Randheer, A. Al-Motawa, Prince Vijay. J. 2011
147 citations recorded by the source corpus.
In the current scenario of globalization, public transportation services (PTS) need to introspect sensitivity towards the quality of services offered. In this context, this study examined the commuters’ perception on service quality offered by the public transport services of twin cities of Hyderabad and Secunderabad, India. The SERVQUAL scale is administered to measure the commuter’s perception on service quality. A survey was conducted among the commuters who were regularly availing public transport services for travelling. A random sample of 534 respondents were taken for data collection, among them 512 were finalized for final analysis. The study concluded that the service quality delivery meets the perception of commuters. In general, people of twin cities of Hyderabad and Secunderabad are benefited with the service quality delivery by public transport services. This paper brings out a service quality image which can be adopted by other cities whose population depends on public transportation services.
Subfields: Marketing, Organizational Behavior and Human Resource Management, Transportation
View Paper: https://www.semanticscholar.org/paper/7134022e028622f7479dce8beb8d1f6588a43be6
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In Organizational Behavior and Human Resource Management
In Transportation
Citations in the corpus
- The relationship between norms, satisfaction and public transport use: A comparison across six European cities using structural equation modelling (2019, background): “Improving service quality is a powerful tool to increase the competitive edge of public transport against other travel modes (Randheer et al., 2011).”