Segmentation of paratransit users based on service quality and travel behaviour in Bandung, Indonesia

Tarigan, Ari K.M.; Susilo, Yusak O.; Joewono, Tri Basuki

doi:10.1080/03081060.2013.870792

Cited by 45 publications

(37 citation statements)

References 30 publications

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“…In other words, service quality, its perceived value and customer satisfaction are closely-related components, and customer satisfaction and the priorities given to different customer service levels vary according to socio-economic or demographic differences (Tarigan et al 2014).…”

Section: Resultsmentioning

confidence: 99%

A segmentation based analysis for measuring customer satisfaction in maritime transportation

et al. 2015

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Abstract. This study was conducted to profile customers according to the level of satisfaction with the service attributes of maritime public transport provided by Seabus Service Company (SSC), the sole provider of maritime transport in Istanbul. Such analysis needs to be conducted by considering market segments in terms of maritime transportation usage and post purchase behavior. This was accomplished by conducting quantitative research through face-to-face surveys of SSC passengers. According to the results by multivariate data analysis, including factor analysis and cluster analysis, six segments are revealed in terms of customer satisfaction level with the maritime service attributes. Moreover, there are significant differences among the segments in terms of usage frequency (travel frequency in this study), age and education level. Different strategies for different customer segments within the maritime passenger market to increase customer usage and satisfaction of maritime transportation in Istanbul are suggested from the findings. Thus, this paper provides guidelines for the Turkish Maritime Authorities as to how to expand maritime transportation usage in Istanbul, which is not only the largest city and the most crucial trade center of Turkey but also has the highest share of passenger maritime transportation in the country.

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Section: Resultsmentioning

confidence: 99%

A segmentation based analysis for measuring customer satisfaction in maritime transportation

et al. 2015

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“…Basic ideas on market segmentation have been found in in travel behavior area. For instance, market segmentation approach was used to identify the potential transit markets [17]. Travelers were clustered into eight groups by three attitudinal factors including the sensitivity to time, need for fixed schedule and willingness to use public transit.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Travelers were clustered into eight groups by three attitudinal factors including the sensitivity to time, need for fixed schedule and willingness to use public transit. Market segmentation is also useful in developing strategies to best serve the various submarkets for increasing public transport ridership [17]. Previous studies show that market segmentation analysis is a means of increasing the share of public transport modes.…”

Section: Literature Reviewmentioning

confidence: 99%

“…According to the study on overall view of perceived total quality formed by the various groups of respondents [41], all public transport passengers valued most the availability and reliability of the service while the value-added quality factors come in second. However, the diverse results were found in the context of Indonesian bus services [17], where safety and comfort were, instead, the dominant factors influencing customer satisfaction. Therefore, when comparing among international contexts, local factors, such as cultural values and transport operational characteristics must be taken into account.…”

Section: Factors Influencing Perceived Satisfaction Of Sr Servicementioning

confidence: 99%

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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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“…As a typical city in developing countries, the BMA has a very relaxed or unplanned mixed and monocentric land use, congested road networks, and poor public transport networks and services [30,31]. Road congestion and the low performance of public transport/ paratransit encourage the BMA's travellers to use motorcycles to reduce their travel costs and time [32][33][34][35]. At the same time, they usually have more choices within a closer range in which to conduct their activities along their travel routes, due to the highly mixed land use configurations.…”

Section: The Bandung Metropolitan Area (Bma)mentioning

confidence: 99%

Examining the relationships between individual’s time use and activity participations with their health indicators

Susilo

Liu

2017

Eur. Transp. Res. Rev.

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Segmentation of paratransit users based on service quality and travel behaviour in Bandung, Indonesia

Cited by 45 publications

References 30 publications

A segmentation based analysis for measuring customer satisfaction in maritime transportation

A segmentation based analysis for measuring customer satisfaction in maritime transportation

Untitled

Examining the relationships between individual’s time use and activity participations with their health indicators

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