Ranking Of A Public Sector Passenger Bus Transport Company Using Principal Component Analysis: A Case Study
AbstractThe public sector passenger transport has been crucial sector for transportation of people in developing countries like India. But there is less emphasis on customer expectations in this sector. This study aims at evaluating the customer expectations of this service sector in India. A questionnaire containing eighteen quality characteristics was administered to various customers of three bus depots of one division of a state road transport undertaking (SRTU) in south India. Two quality dimensions, viz. customer expectations and company responsibilities, are identified based on principal component analysis. The findings not only would help prioritise different parameters but also provide guidelines to managers to focus on or to improve. Finally three depots have been ranked.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Research Centre in Public Administration and Public Services, Bucharest, Romania in its journal Management Research and Practice.
Volume (Year): 3 (2011)
Issue (Month): 1 (March)
Performance measurement; madm; fuzzy topsis; fuzzy ahp; anova.;
Find related papers by JEL classification:
- O18 - Economic Development, Technological Change, and Growth - - Economic Development - - - Urban, Rural, Regional, and Transportation Analysis; Housing; Infrastructure
- R41 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Transportation: Demand, Supply, and Congestion
You can help add them by filling out this form.
CitEc Project, subscribe to its RSS feed for this item.
- M. Vetrivel SEZHIAN & C. MURALIDHARAN & T. NAMBIRAJAN & S.G. DESHMUKH, 2011. "Developing A Performance Importance Matrix For A Public Sector Bus Transport Company: A Case Study," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 6(3), pages 5-14, August.
- de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Colesca Sofia) The email address of this maintainer does not seem to be valid anymore. Please ask Colesca Sofia to update the entry or send us the correct address.
If references are entirely missing, you can add them using this form.