Service quality and customer satisfaction in public transport operations

Service quality and customer satisfaction in public transport operations

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Article ID: iaor20164162
Volume: 25
Issue: 4
Start Page Number: 531
End Page Number: 549
Publication Date: Nov 2016
Journal: International Journal of Services and Operations Management
Authors: ,
Keywords: behaviour, marketing, quality & reliability
Abstract:

This study presents an assessment of the relationship between service quality and customer satisfaction of public transport operations of Vancouver Lower Mainland in the Province of British Columbia, Canada. A judgement sample of 205 was collected from an urban population of the Translink system for the study. The SERVQUAL model, noted for its robustness in measuring customer satisfaction, was adapted for the study. The dimensions for the study were characterised along the lines of tangible and intangible for transport users to evaluate service quality of the system. The main findings of the study showed a significant relationship between service quality and customer satisfaction, overcrowding of buses and overall satisfaction with service. In addition, late‐hour services had a significantly negative effect on overall satisfaction, value for fare paid and overall services provided by the operators.

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