Passengers’ Perceived Service Quality of City Buses in Taipei: Scale Development and Measurement

Abstract

To understand fully passengers' perceptions and expectations of the bus service quality in Taipei, business managers and governmental agencies must seek a proper scale that can reflect passengers' opinions accurately. This study develops and tests a service quality scale designed for a city bus transit system in Taipei. Churchill's paradigm and a focus group interview were combined into a multistage scale development procedure. Based on the procedure, Taipei city buses were selected as the example, for which a service quality scale was developed. The final scale contains four dimensions and 20 items. These four dimensions are 'interaction with passengers', 'tangible service equipment', 'convenience of service' and 'operating management support'. Finally, the results of scale development and the managerial applications of the service quality scale for the city transit system are discussed.

Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers

“…Thus, transportation researchers have recently developed various scales to measure passengers' service quality perception (Hu and Jen 2006;Joewono and Kubota 2007;Park et al 2006). For example, Hu and Jen (2006) adopted a multistage scale development procedure to develop a passengers' perceived service quality scale of bus service. Their scale contains four dimensions and 20 items.…”

“…Considering our research subject, coach service, and the dimension-specific nature of service quality, we adopt Hu and Jen's (2006) passenger service quality scale as our measurement items. Their final scale contained four dimensions: interaction with passengers (with six items), tangible service equipment (with six items), convenience of service (with five items), and operating management support (with three items).…”

Exploring Passenger Assessments of Bus Service Quality Using Bayesian Networks

“…Following a strong tradition in marketing research, some researchers have applied the ServQual method (Hu and Jen 2006), and some have used discrete choice models to investigate the influences of service attributes from the passenger perspective (Nurul-Habib et al 2009;Hensher 2014). Others have estimated structural equation models to provide a causal representation of the relationships between service aspects and overall satisfaction (De Oña et al 2013;Eboli and Mazzulla 2007;Eboli and Mazzulla 2012b).…”

Perceived Service Quality of Youth Public Transport Passengers

“…[28] researched local bus service in Spain and they found that bus service quality consists of tangibility, reliability, receptivity, assurance, and empathy. Meanwhile, [15] found that bus service quality in Taiwan consists of interaction with passengers, tangible service equipment, convenience of service, and operating management support. [29] found that reliability, responsiveness, assurance, empathy, and culture are the dimensions of commuter service quality in India.…”