کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
6702169 | 1428481 | 2018 | 31 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives
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کلمات کلیدی
موضوعات مرتبط
مهندسی و علوم پایه
سایر رشته های مهندسی
مهندسی عمران و سازه
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چکیده انگلیسی
Encouraging public transport use implies the need to make it attractive to commuters through regular service quality evaluation and modification. Understanding user expectations of public transport are thus valuable, and the evaluations/perceptions are a useful way to gauge the performance of the public transport for core users. Using the SERVQUAL methodology, this study sought to analyse the core public bus transport users' service quality expectations and perceptions, and its effect on overall satisfaction with public bus transport services in Kumasi. Surveying more than 100 public transport users, the study results are illustrated in the case of Kumasi and are discussed to guide possible bus service quality improvements in the city. Data were analysed using the paired-samples t-test and standard multiple regression techniques. The study findings revealed vast differences between public bus transport service quality expectations and perceptions and a general dissatisfaction with the bus service delivery in the city. The bus service reliability and responsiveness were key to explaining the bus service quality in the city. On the basis of the study findings and international best practices, a number of recommendations were made for the transport operators and the city officials.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Case Studies on Transport Policy - Volume 6, Issue 1, March 2018, Pages 25-31
Journal: Case Studies on Transport Policy - Volume 6, Issue 1, March 2018, Pages 25-31
نویسندگان
Enoch F. Sam, Osmanu Hamidu, Stijn Daniels,