Measuring Commuters' Perception on Service Quality Using SERVQUAL in Public Transportation

  title={Measuring Commuters' Perception on Service Quality Using SERVQUAL in Public Transportation},
  author={Kokku Randheer and Ahmed A. Al-Motawa and J PrinceVijay.},
  journal={International Journal of Marketing Studies},
In the current scenario of globalization, public transportation services (PTS) need to introspect sensitivity towards the quality of services offered. In this context, this study examined the commuters’ perception on service quality offered by the public transport services of twin cities of Hyderabad and Secunderabad, India. The SERVQUAL scale is administered to measure the commuter’s perception on service quality. A survey was conducted among the commuters who were regularly availing public… 

Figures and Tables from this paper

Measuring commuters perceptions of service quality of selected public bus services in the city of Johannesburg
The quality of public transport services receives frequent media coverage and is often the cause of civil unrest. Whilst the developed world moves towards lower car usage and higher levels of public
Exploring public transport service quality: the case of mini-bus taxi service in South Africa
This paper is a deviation from the usual practice of using the SERVQUAL service quality dimensions, by measuring service quality using a more appropriate instrument which considers reliability,
Public transport service quality in South Africa: A case study of bus and mini bus services in Johannesburg
This paper reports on commuters’ perceptions of bus and mini bus taxi service using an alternate to the most popular and commonly used service quality (SERVQUAL) instrument, namely The regional
Passengers' Perception of Service Quality of Intercity Public Transport: A Banjarmasin Case Study
Difference in perception frequently occurs between the service quality provided by the provider of public transport services and the passengers' expectation. The objective of this research was to
Tourists’ perceptions of the quality of public transportation services in the Accra metropolis: a Servqual approach
All over the world, commuters (tourists) are entreating public transport service providers to ensure that they provide quality service to their clienteles and not to be interested in only the
Estimation of transportation service quality for selected groups of users using customer satisfaction index
The supply of effective and efficient public transportation services is important and essential for society and environment. This can encourage people to use public transit and reduce the usage of
Service quality has been viewed as a determinant of Customer Satisfaction in today's competitive market place. For building and maintaining long term relationship with the customer, organization
Commuters’ Perceptions on Service Quality of Bus Rapid Transit Systems: Evidence from the Cities of Ahmedabad, Surat and Rajkot in India
Urban public transport is gaining significant importance in today’s world. This is evident from the fact that it has found its place in United Nations Development Programme’s Sustainable Development
The paper seeks to examine customer’s perception about the state of public transport in Ghana; assess the extent to which customers are satisfied with Metro Mass Transport’s (MMT) public bus service


The impact of service contact type and demographic characteristics on service quality perceptions
Purpose This study aims to develop and test a service-based demographic framework for studying service quality perceptions. Specifically, the effect of level of service contact and key demographic
(Dis)satisfaction with public services: the case of public transportation
Public services are offered to the public based on the principle of equality. Private services on the other hand are based on differentiation. These differences raise the question of whether customer
Effects of service quality dimensions on behavioural purchase intentions
Purpose – This paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.Design/methodology/approach – The
Urban leisure and transport: Regeneration effects
The revival of leisure development in town centres and the growth of city tourism has provided a challenge for developers, operators and local authorities alike. The rationale for town-centre as
Managing for excellence in public transportation
Public transportation is defined as transportation by a conveyance that provides continuing general or special transportation to the public; excluding school buses, charter and sight seeing service.
The Connection Between Public Transit and Employment
Abstract Urban transit systems in most American cities…have become a genuine civil rights issue-and a valid one-because the layout of rapid-transit systems determines the accessibility of jobs to the
Dimensions of service quality: a study in Istanbul
Investigates the elements which contribute to service quality for customers of the hotel industry in Istanbul. Examines whether the quality dimensions included in the SERVQUAL model apply in an
Service quality dimensions: an examination of Grönroos’s service quality model
Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument.
Service improvements in public services using SERVQUAL
This paper begins by explaining the new context in which public services are delivered and why improving service quality is especially relevant. The SERVQUAL model has been used in a number of public
Measurement of internal service quality: application of the SERVQUAL battery to internal service quality
Internal marketing is an important approach for fostering a service‐ and customer‐oriented culture in an organization. A critical component of internal marketing is the provision of internal service