Evaluating the Level of the Shuttle Service Quality at Al al-Bayt University Campus Using the SERVQUAL Model

Abstract

This paper mainly adopts descriptive analysis method and case study method and uses SERVQUAL model and statistical method to measure and evaluate the service quality level of shuttle bus of Al al-Bayt University. The study concluded that the order of the dimensions of measuring the quality of shuttle service was as follows: assurance, reliability, and empathy at a medium level; then tangibility followed by responsiveness at a low level for each. In general, the students' satisfaction level with the shuttle services provided at the campus was low, especially for the tangibility and responsiveness dimensions. This research is of value to transport service providers in understanding the gaps in and requirements of their service provision. To policy makers it highlights the dissatisfaction in the current levels of public transport service, as well as providing some indication of areas in which future interventions can be directed.