P-TRANSQUAL: a service quality model of public land transport services

Bakti, Iriana; Sumaedi, Sik

doi:10.1108/ijqrm-06-2013-0094

Cited by 40 publications

(45 citation statements)

References 76 publications

(114 reference statements)

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“…However, this paper emphasizes only three dimensions which well fit the conditions in the researched area, such as personnel elements (staff, carrier, and safety). Similar to the findings of Bakti and Sumaedi [52], this paper re-confirms the importance of safety in the process of delivering comfort and satisfaction to passengers. Basing on the empirical result of Hypothesis 1, service quality has a positive relationship with perceived value.…”

Section: Discussionsupporting

confidence: 89%

A Study on Factors Affecting on Customer Intention to Use the Express Bus

Van¹,

Nguyen²,

Le³

2018

EAB

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The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

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Section: Discussionsupporting

confidence: 89%

A Study on Factors Affecting on Customer Intention to Use the Express Bus

Van¹,

Nguyen²,

Le³

2018

EAB

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“…In the case of informal transport in Indonesia, a service quality model was tested by Bakti and Sumaedi [14]. Four dimensions of service quality were extracted.…”

Section: Literature Reviewmentioning

confidence: 99%

Untitled

2019

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One informal public transport service in Bangkok is Silor (SR), given the meaning in Thai as four-wheeler. SR facilitates urban mobility both in terms of major travel mode and feeder to bus and mass transit lines in the city. This research aims to explore user subgroups characterized by attitudes through an Exploratory Factor Analysis followed by commuter segmentation through Cluster Analysis based on the obtained latent variables in order to propose future implications for SR service improvement in Bangkok. Interviews are conducted through questionnaire survey to collect users' socioeconomic and trip profiles and attitudes towards SR service. The result reveals dimensions of service quality, which explain user perception and priorities regarding the service. Four segments of SR users are identified by four attitudinal factors, including reliability, in-vehicle environment, comfort and convenience, and environmental impact. Personal profiles, trip characteristics, and attitudes of each segment are analyzed and compared. Research findings would contribute to new knowledge on quality factors and area of SR service improvement as well as provide better understanding on diverse perception among SR user segments. Policy implications that best suit for each user segments are discussed.

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“…Especially in Semarang City (BPS, 2016) in 2008 the number of four-wheeled vehicles was 20,682 units and in 2017 it was 56,453 units (an increase of 272,96 percent). In the same period the number of two wheels was 93,073 units to 252,936 units (an increase of 271.76 percent).Services are processes that consist of a series of intangible activities that usually have interactions between customers and service providers [2]. There are four characteristics of goods that distinguish between goods and services [3].…”

Section: A Research Backgroundmentioning

confidence: 99%

“…Based on interviews with them, information was obtained, namely: (1) Eight passengers complained about the physical facilities of Corridor II which were still not comfortable. (2). Nine people considered Trans Semarang not on time.…”

Section: A Research Backgroundmentioning

confidence: 99%

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A Model of Increasing the Service Quality of Public Transportation Based on Quality Function Deployment

Prabowo¹,

Mansyur²,

Rakhman³

2019

Proceedings of the International Conference on Banking, Accounting, Management, and Economics (ICOBAME 2018)

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This research is aimed at analyzing the priorities for the consumer's requirements of BRT Trans Semarang Corridor II in six different shelters. Ninety six respondents were selected based on the non-probability sampling with purposive sampling technique. The primary data were gathered in questionnaire, while the secondary data were collected from literary data. The research also involves some assessments supported by Public Service Agent of Trans Semarang aiming at reinforcing the assessment from the consumers. The priorities for the consumer's requirements were analyzed using Importance Performance Analysis (IPA) and Quality Function Deployment (OFD) methods. The IPA results indicate that the highest priority required by the consumers is punctuality of arrival. The OFD results show that the highest priority required by the consumers is being free from traffic jam. Differences in the results were caused by the difference in the perception made by the consumers and the management pertaining to the service quality given by BRT Trans Semarang Koridor II. Thus, BLU Trans Semarang should better the two attributes that they may develop their service quality, which is in line with the management's vision "Providing professional, independent, credible, continuous, and economical service."

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P-TRANSQUAL: a service quality model of public land transport services

Cited by 40 publications

References 76 publications

A Study on Factors Affecting on Customer Intention to Use the Express Bus

A Study on Factors Affecting on Customer Intention to Use the Express Bus

Untitled

A Model of Increasing the Service Quality of Public Transportation Based on Quality Function Deployment

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