Service quality and customer satisfaction in public transport operations

Amponsah, C T and Adams, S (2016) Service quality and customer satisfaction in public transport operations. International Journal of Services and Operations Management, 25 (4). p. 531. ISSN 1744-2370

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Abstract

This study presents an assessment of the relationship between service quality and customer satisfaction of public transport operations of Vancouver Lower Mainland in the Province of British Columbia, Canada. A judgement sample of 205 was collected from an urban population of the Translink system for the study. The SERVQUAL model, noted for its robustness in measuring customer satisfaction, was adapted for the study. The dimensions for the study were characterised along the lines of tangible and intangible for transport users to evaluate service quality of the system. The main findings of the study showed a significant relationship between service quality and customer satisfaction, overcrowding of buses and overall satisfaction with service. In addition, late-hour services had a significantly negative effect on overall satisfaction, value for fare paid and overall services provided by the operators.

Affiliation: Skyline University College
SUC Author(s): Amponsah, C T
All Author(s): Amponsah, C T and Adams, S
Item Type: Article
Uncontrolled Keywords: service quality, customer satisfaction, quality characteristics
Subjects: A Business and Management > AR Operations Management
Divisions: Skyline University College > School of Business
Depositing User: Mr SUC Library
Date Deposited: 10 Jun 2022 12:05
Last Modified: 14 Jun 2022 09:04
URI: https://research.skylineuniversity.ac.ae/id/eprint/400
Publisher URL: https://doi.org/10.1504/IJSOM.2016.080279
Publisher OA policy: https://v2.sherpa.ac.uk/id/publication/4511
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