The Impact of Public Bus Service Quality on the Users’ Satisfaction: Evidence from a Developing Asian City

Q4 Social Sciences
N. Z. Ubaidillah, Nur Haziqah Sa’ad, N. Nordin, N. Baharuddin, F. Ismail, Mohd Khairul Hisyam Hassan
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引用次数: 0

Abstract

In a country where there is a high level of car ownership, public buses is considered as another modes of transport that is more sustainable. Despite that, there is a very low level of public bus ridership in Malaysia which questions the users’ satisfaction on its service quality. This study investigates the role of public buses service quality (tangibility, reliability, assurance, empathy and responsiveness) by the utilizing the SERVQUAL model towards users’ satisfaction. A sample of 300 questionnaires were obtained from public bus users in Kota Samarahan, Malaysia as the case study area. Using Partial Least Square-Structural Equation Model, the results show that tangibility, reliability and responsiveness are significant service quality factors that influence users’ satisfaction of public buses in the case study area. Of the factors, tangibility is considered as the most critical factor that influence users’ satisfaction. This study provides imperative knowledge which will be advantageous for stakeholders specifically policy-makers, transport ministries, town planners, local authorities and service operators in strategizing policies and plans that could encourage the public buses usage.
公共汽车服务质量对用户满意度的影响:来自亚洲某发展中城市的证据
在一个汽车拥有率很高的国家,公共汽车被认为是另一种更可持续的交通方式。尽管如此,马来西亚的公共汽车乘客数量非常低,这让人质疑乘客对服务质量的满意度。本研究运用SERVQUAL模型,探讨公车服务品质(有形性、可靠性、保证性、共情性和响应性)对使用者满意度的影响。本研究以马来西亚哥打Samarahan的公共巴士使用者为个案研究区,抽取300份问卷。运用偏最小二乘结构方程模型,研究结果表明:可触性、可靠性和响应性是影响案例研究区域公共汽车用户满意度的显著服务质量因素。在这些因素中,可有可无被认为是影响用户满意度的最关键因素。这项研究提供了必要的知识,这将有利于利益相关者,特别是政策制定者,交通部门,城市规划者,地方当局和服务运营商制定政策和计划,鼓励公共汽车的使用。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Review of Applied Socio-Economic Research
Review of Applied Socio-Economic Research Social Sciences-Social Sciences (miscellaneous)
CiteScore
0.60
自引率
0.00%
发文量
14
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