Enhancing service quality of rural public transport during the COVID-19 pandemic: a novel fuzzy approach

Abstract

In order to encourage the use of public transportation, it is necessary to make it more appealing to commuters by conducting frequent Service Quality (SQ) evaluations and modifications. Understanding passengers' expectations of public transportation are important, and evaluating the SQ is an essential tool for assessing the overall performance of the public transportation system. The purpose of the present study was to examine the expectations and perceptions of core passengers regarding SQ in public bus transportation. By surveying 598 passengers in rural public transportation in India, the study results are illustrated and further discussed to guide possible bus SQ improvements in rural areas. In addition, the impact of these expectations and perceptions on satisfaction levels of rural public bus transportation services are explored by applying the Interval-Valued Pythagorean Fuzzy (IVPF). The outcomes of the survey indicated significant disparities among expectations and perceptions of passengers, as well as widespread dissatisfaction with the delivery of bus services in rural areas as a whole. The dependability and adaptiveness of the bus service have been critical in describing the overall quality of bus services in rural areas, and best practices from around the world were used to develop a set of recommendations for transportation operators and local officials. KeywordsService quality • Expectations and perceptions • Rural public transport • Interval-valued Pythagorean fuzzy (IVPF) • COVID-19 pandemic * Venkateswarlu Nalluri

Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand

“…Responsiveness is willingness to help customers and provide prompt service. This principle is substantiated by research findings from Huang et al [28] and Sama et al [26], which underscore the significance of responsiveness as a key indicator of rail service quality. Assurance encompasses the expertise, politeness, and competency of staff members, all of which play a role in establishing trust and instilling confidence in customers.…”

“…Tangibility: This concerns the facet of business that encompasses the tangible elements of its facilities, equipment, personnel, and communication materials. The findings of Sama et al [26] emphasized that the importance of tangible services has increased, especially in the post-pandemic context. Reliability is a crucial element of service quality, referring to the consistent and accurate provision of promised services.…”

“…In the realm of the SERVQUAL concept, it becomes evident that urban users attach substantial importance to the aspect of "empathy". Empathy, which is considered a cornerstone of exceptional service, pertains to a firm's capacity to deliver caring and personalized attention to its customers [26]. Achieving this hinges on employee training aimed at providing exceptional and empathetic service, marked by individual attentiveness and an unwavering commitment to prioritizing passengers' best interests [12].…”

“…Furthermore, several other factors emerge as noteworthy indicators of urban rail service quality, encompassing tangibility, responsiveness, general service, reliability, among others (as illustrated in Figure 3). and personalized attention to its customers [26]. Achieving this hinges on employee ing aimed at providing exceptional and empathetic service, marked by individual a tiveness and an unwavering commitment to prioritizing passengers' best interests Notably, research findings by Hamzah et al [30] underscore the significance of emp as a specific and pivotal component of service quality.…”