scholarly journals Comparison of Service Quality and Stakeholder Perception on Bus Services for Urban Transportation in Klang Valley

2021 ◽  
Vol 11 (2) ◽  
Author(s):  
Muhammad Fadhlullah Abu Bakar ◽  
Shuhairy Norhisham ◽  
Chow Ming Fai ◽  
Nur Lyana Baharin
Keyword(s):  
Service Quality ◽  
Urban Transportation ◽  
Stakeholder Perception ◽  
Klang Valley ◽  
Bus Services

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

Perceived Quality of Bus Transit Services: A Route-Level Analysis

2020 ◽  
Vol 2674 (2) ◽  
pp. 79-91 ◽  
Author(s):  
Connor Nikel ◽  
Gamal Eldeeb ◽  
Moataz Mohamed
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Perceived Quality ◽  
Quality Improvements ◽  
Perceived Service Quality ◽  
Transit Services ◽  
Differential Perception ◽  
User Groups ◽  
Bus Services

Passengers’ perceptions of transit quality depend on their interactions with the service. However, given the varied operational features in any transit network, the perceived service quality is expected to vary between different types of operation. Recently, there has been an emphasis on addressing this issue and quantifying the variation in the perceived service quality at route level. In this respect, this study quantifies the perceived quality of bus services across different route types and user groups. A two-step cluster analysis is developed to classify bus routes based on their operational features, which is followed by a series of importance-performance analysis (IPA) models corresponding to each route type. The study is supported by a primary dataset collected from 1,883 users through an online survey in Hamilton, Canada. The emerging results indicate four predominant route types: core, standard, express, and local routes, each exhibiting a unique set of characteristics. The IPA models show an apparent variation in the perceived service quality from each route-type. In addition, there are clear indications of differential perception between passengers who use the service very frequently and other less frequent users. These results call for the consideration of variations in route level and user type in informing service quality improvements.

scholarly journals PERCEIVED SERVICE QUALITY, SATISFACTION AND BEHAVIOURAL INTENTION OF MASS RAPID TRANSIT (MRT) IN MALAYSIA

2019 ◽  
Vol 4 (17) ◽  
pp. 28-33
Author(s):  
Monizaihasra Mohamed ◽  
N Alia Fahada W Ab Rahman ◽  
Farizah Sulong
Keyword(s):  
Service Quality ◽  
Behavioural Intention ◽  
Rapid Transit ◽  
Transit System ◽  
Perceived Service Quality ◽  
The Public ◽  
New Public ◽  
Klang Valley ◽  
Simple Sampling ◽  
Mass Rapid Transit

The main aim of this study was to identify factors that influence the behaviour of consumers of the relatively new public transit system operating in Malaysia, the Mass Rapid Transit (MRT). Specifically, the objective of this study was to examine the relationship between perceived service quality, satisfaction and behavioural intention of MRT users in Malaysia. The structured questionnaire will be used as the primary method for collecting data from MRT users around the Klang Valley. They will be selected based on simple sampling techniques. The questionnaire developed will use instruments taken from previous studies. Feedback from MRT users to be collected at a mall intercept around Klang Valley will be analysed using Structured Equation Modelling (SEM) technique. The findings of this study are expected to help policy makers, especially transport policy to determine the direction of developing the public transport industry in Malaysia to improve the quality of life of the public service users in Malaysia, as well as contribute to the development and economy of the local and national population.

scholarly journals Measuring Service Quality in Scheduled Bus Services

2001 ◽  
Vol 3 (2) ◽  
pp. 51-74 ◽  
Author(s):  
Paola Prioni ◽  
◽  
David Hensher ◽  
Keyword(s):  
Service Quality ◽  
Bus Services

scholarly journals Effects of Academic Quality and Service Quality on University Students’ Satisfaction

2021 ◽  
Vol 6 (2) ◽  
pp. 153
Author(s):  
Hanis Aqilah Rusnipa ◽  
Marshita Hashim ◽  
Shukriah Sa'ad
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Quantitative Research ◽  
Hypotheses Testing ◽  
Quality Service ◽  
Academic Quality ◽  
Public And Private ◽  
Future Studies ◽  
Klang Valley ◽  
Students Satisfaction

This study was conducted on the premise that Higher Education Institutions (HEIs) with strong reputation have superior market positions in the higher education sector. It empirically examined academic quality, service quality, and student's satisfaction in the context of HEIs. The investigation was conducted using quantitative research. Four hundred twenty-six questionnaires were collected from students in public and private HEIs in Klang Valley. Correlation analysis and multiple regression were used to analyze the influence of variables and hypotheses testing for the study. The findings showed a significant relationship between academic quality and service quality with students' satisfaction. The results show that HEIs should continue to reinvest in their resources and skills to ensure that their institutions are in a better position to meet the needs of their students and, at the same time, improve the branding and reputation of their institutions. Future studies should include other factors that may influence HEIs’ reputations (both positively and negatively). The findings may provide valuable guidelines to Malaysian HEIs in improving specific areas of academics quality and service quality.

scholarly journals Strategies to Foster Competition for the Market in the Urban Bus Sector in Developing Countries

2020 ◽  
Vol 5 (12) ◽  
pp. 115
Author(s):  
Gabriel Stumpf Duarte de Carvalho ◽  
Rui Cunha Marques
Keyword(s):  
Developing Countries ◽  
Service Quality ◽  
Standard Method ◽  
Limited Capacity ◽  
Competitive Tendering ◽  
Ex Post ◽  
Regulatory Bodies ◽  
Urban Bus ◽  
Bus Services ◽  
Improve Service Quality

Different mechanisms have been adopted by developed and developing countries over the last decades to provide urban bus services. Although competitive tendering has been considered the standard method to procure urban bus services, it cannot be treated as a ready-made solution. Contracts are incomplete by nature and, after the tender, to avoid ex-post opportunism they must be properly monitored. Additionally, developing countries, in general, have weak regulatory bodies and limited capacity to oversee public contracts. This paper aims to review the literature to gather actions that can increase the competition in public tenders and improve service quality during the life of the contract in developing countries.

Opd Service Quality And Satisfaction: A Case Study Of A Private Hospital In Malaysia.

GIS Business ◽  
2020 ◽  
Vol 15 (1) ◽  
pp. 31-46
Author(s):  
Priscila Rajah Davarajah ◽  
Syriac Nellikunnel Devasia ◽  
Hanim Norza Baba ◽  
Hanim Norza Baba ◽  
Maria Josephine Williams ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Data ◽  
Private Hospital ◽  
Outpatient Department ◽  
Statistical Tools ◽  
Private Hospitals ◽  
Outpatient Departments ◽  
Klang Valley

This study is to find out the customer satisfaction in the context of outpatient department services in a private hospital in Klang Valley.  SERVPERF model is used to understand the depth of service quality in outpatient departments. The quantitative data is analysed using SPSS statistical tools analyse customer satisfaction in relation to the five dimensional aspects of the service quality in private hospital, namely; tangibility, reliability, responsiveness, assurance and empathy. The findings and conclusion of the study serves as guideline to the researchers and managers to design a strategic plan with an improved outpatient department services to satisfy customers’ demands. The limitations of this study is that it covers only the outpatient customers and does not cover all the private hospitals in Malaysia.

scholarly journals Macro-Level Modeling of Urban Transportation Safety: Case-Study of Mashhad (Iran)

2017 ◽  
Vol 18 (4) ◽  
pp. 282-288
Author(s):  
Mehdi Mohammadi ◽  
Gholamali Shafabakhsh ◽  
Ali Naderan
Keyword(s):  
Negative Binomial ◽  
Planning Process ◽  
Prediction Models ◽  
Safety Management ◽  
Urban Transportation ◽  
Urban Traffic ◽  
Transportation Safety ◽  
Planning Stage ◽  
Safety Case ◽  
Bus Services

Abstract Transportation safety can be aimed at the planning stage in order to adopt safety management and evaluate the long-time policies. The main objective of this research was to make use of crash prediction models in urban transportation planning process. As such, it was attempted to gather data on the results of transportation master plan as well as Mashhad urban crash database. Two modelling method, generalized linear model with negative binomial distribution and geographically weighted regression, were considered as the methods used in this research. Trip variables, including trip by car, trip by bus, trip by bus services and trip by school services, were significant at 95%. The results indicated that both finalized models were competent in predicting urban crashes in Mashhad. Regarding to results urban transportation safety will be improved by changing the modal share for example from private car to bus. The application of the process presented in this study can improve the urban transportation safety management processes and lead to more accurate prediction in terms of crashes across urban traffic areas.

Structural Equation Modeling to Determine Passenger Loyalty toward Intercity Bus Services

2005 ◽  
Vol 1927 (1) ◽  
pp. 249-255 ◽  
Author(s):  
Chieh-Hua Wen ◽  
Lawrence W. Lan ◽  
Hsiu-Ling Cheng
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Switching Costs ◽  
Structural Equation Models ◽  
Equation Modeling ◽  
Latent Factors ◽  
Empirical Results ◽  
Service Value ◽  
Positive Effects ◽  
Bus Services

This paper investigates passenger loyalty to intercity bus services and identifies important factors influencing loyalty. The relationships between passenger loyalty and other latent factors, including satisfaction, service value, service quality, sacrifice, switching costs, attractiveness of competitors, and trust are hypothesized and tested. Factor analysis is used to extract the latent service quality factors from a large number of service quality indicators. Structural equation models are then developed to elucidate the causal relationships of passenger loyalty and the latent factors. The empirical results have confirmed the proposed hypotheses. Satisfaction has the most significant influence on passenger loyalty. Service value, switching costs, and trust have direct and positive effects on loyalty, whereas attractiveness of competitors has a direct negative effect. The indirect effect of service quality, via service value and satisfaction, on passenger loyalty is also significant. From the empirical results, managerial implications for the bus carriers are addressed.

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