Perceived Service Quality Attributes in Public Transport: Inferences from Complaints and Negative Critical Incidents

Abstract

A sample of 200 complaints filed to a public transport company and 210 negative critical incidents (NC!s) obtained from on-board illferviews were analyzed with the purpose of il~ferring perceived service quality (PSQ) attributes of public transport. The most frequent complaints and NC!s concemed employee behavior and punctuality, followed by missing or inaccurate information and inadequate planning. In a follow-up mail survey, a representative sample of 997 respondents reported if they remembered having experienced prototypical NC!s constructed on the basis of the complaints. C01~/in11ing the validity of the i1~ferred PSQ attributes, all NC/s were reported to have been experienced by at least some respondellfs. NC/s related to employee behavior were, l10weve1: less frequem(v remembered, whereas those related to vehicle design and space, punctuality, and traffic planning were more frequellf(v re

The Taipei MRT (Mass Rapid Transit) Tourism Attraction Analysis From the Inbound Tourists' Perspectives

“…The ''holistic'' factor is quite the same as the ''efficiency and safety'' dimension found by Thompson and Schofield (2007), and identical to the dimension of simplicity found by Friman et al (1998). This confirms that international tourists prefer to take Taipei's MRT system, which is on time, efficient, and away from heavy traffic.…”

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Psychological Determinants of the Intention to Use the Bus in Ho Chi Minh City

“…Based on the work of Friman et al (1998), four incidents were selected that were most typical of HCMC bus service (see Table 1). Respondents were asked about the frequency of negative incidents experienced in the past regarding bus use.…”

How satisfying is the Scale for Travel Satisfaction?

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