Public Transport Service Quality Improvement Using Universal Design Standards and Advanced Vehicle Technologies

Ongel, Aybike; Cornet, Henriette; Kong, Penny; Khoo, Raymond; Kloeppel, Manfred

doi:10.1109/icoias.2018.8494057

Cited by 8 publications

(2 citation statements)

References 19 publications

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“…Present studies have addressed a link between the passenger’s perceived performance and SQ dimensions as well as their socioeconomic variables (Awasthi et al 2011 ; Sam et al 2018 ; Tumsekcali et al 2021 ). Ongel et al ( 2018 ) analyzed the public transportation services in developed nations. In addition, Tumsekcali et al ( 2021 ) applied the SERVQUAL-based method, and Lai and Chen ( 2011 ) employed a Structural Equation Modeling (SEM)-based method to analyse the SQ in public transportation.…”

Section: Research Motivationmentioning

confidence: 99%

“…In addition, the sum of a customer’s perceptions of their service experience is commonly used to define SQ (Hadiuzzaman et al 2019 ; Chen et al 2019 ). Moreover, organizations are trying to improve customer satisfaction by offering high-quality services while adhering to pandemic regulations (Ongel et al 2018 ). Nowadays, every public transportation operator places a greater emphasis on customer satisfaction by offering better services to their passengers.…”

Section: Introductionmentioning

confidence: 99%

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

et al. 2023

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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

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