Factors that influence the quality of services provided by the bus rapid transit system

Abstract

Purpose This study analyses the factors that can influence the quality of service provided by the bus rapid transit (BRT) system in the state of Pernambuco. It is incipient, considering that the system was implemented in this state in 2014 to the World cup. In this context, the purpose of this paper is to identify the factors considered important for the services provided by this system and their impact on perceived quality. Design/methodology/approach The authors analyzed the data using exploratory factorial analysis, and linear and quantile regression techniques. Regarding the classification, this research is applied, exploratory, descriptive and in the form of a case study describing the situation experienced by the users of BRT in Pernambuco. Findings The results showed that it was possible to identify five factors that impact the level of satisfaction of the offered services: fluency in the provision of the service; staff training; physical conditions in the provision of the service; convenience/accessibility; and integration between transport lines. Originality/value With initial identification, factors 1, 3, 4 and 5 have been found to have an impact on overall service quality in a positive and statistically significant way. Factors 3 and 4 have a different impact with high- and low-quality standard perceived by users, and these should be the guiding elements by companies in establishing actions to improve the services offered.

Predictors of passengers’ satisfaction with long-distance coach liners in South Africa

“…The items measuring aesthetics were adapted from Carreira, Patricio and Jorge (2014), Carins et al (2020) and Aidoo et al (2013). The entertainment items were adapted from Carreira et al (2014), Schiefebusch (2015 and De Aquino et al (2018). The items measuring peace of mind were adapted from Schiefebusch (2015), De Aquino et al ( 2018) and Carreira et al (2014) while the items measuring economic value were adapted from Karim and Fouad (2019), Carreira et al (2014), and Vilakazi and Govender (2014).…”

“…The items measuring efficiency were adapted from Carreira et al (2014) and Fan, Guthrie and Levinson (2016). The items measuring satisfaction were adapted from Ratanavaraha et al (2016), De Aquino et al (2018, De Meyer andMostert (2011) andPalawatta (2015).…”

Text Clustering Approach Toward Community Expectations to the Bus Rapid Transit (Brt) Transjateng Purwokerto-Purbalingga Operations

“…There is more than 60% of public opinion that leads to a positive expectation of the social impact of the BRT operations (cluster 1, 2, and 4). As a public transportation, the BRT has been proven to provide a significant increase in mobility (Aquino et al, 2018). In general, clusters 1 and 2 show the BRT has been considered a feasible and convenient transportation alternative to support community mobility at low prices.…”

Optimasi Jumlah Kedatangan Bus Transjakarta Koridor 1 untuk Melayani Penumpang pada Jam Sibuk Menggunakan Simulasi

“…Salah satu transportasi umum massal yang pertama kali dibangun oleh pemerintah adalah Transjakarta, yaitu transportasi umum massal Bus Rapid Transit (BRT). BRT telah muncul sebagai sistem transportasi yang lebih ekonomis dan berkontribusi pada peningkatan mobilitas perkotaan (Tomaz de Aquino et al, 2018). Transjakarta dibangun dengan suatu sistem angkutan umum massal yang menggunakan jalur khusus agar perjalanannya tidak terhambat oleh kemacetan kendaraan pribadi.…”

“…Penelitian sebelumnya telah membahas tentang kualitas layanan dari BRT menggunakan analisis faktor (Tomaz de Aquino et al, 2018). Perusahaan diharapkan dapat dengan sigap melayani pelanggan (Sudirga, 2017).…”