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Service quality and customer satisfaction in public transport operations

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  • Christian Tabi Amponsah
  • Samuel Adams

Abstract

This study presents an assessment of the relationship between service quality and customer satisfaction of public transport operations of Vancouver Lower Mainland in the Province of British Columbia, Canada. A judgement sample of 205 was collected from an urban population of the Translink system for the study. The SERVQUAL model, noted for its robustness in measuring customer satisfaction, was adapted for the study. The dimensions for the study were characterised along the lines of tangible and intangible for transport users to evaluate service quality of the system. The main findings of the study showed a significant relationship between service quality and customer satisfaction, overcrowding of buses and overall satisfaction with service. In addition, late-hour services had a significantly negative effect on overall satisfaction, value for fare paid and overall services provided by the operators.

Suggested Citation

  • Christian Tabi Amponsah & Samuel Adams, 2016. "Service quality and customer satisfaction in public transport operations," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 25(4), pages 531-549.
    • Handle: RePEc:ids:ijsoma:v:25:y:2016:i:4:p:531-549
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    Citations

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    Cited by:

    1. Muyideen O. Lawal & Titus O. Ajewole & Olalekan M. Bada, 2021. "Electricity Consumers’ Satisfaction During COVID-19 Lockdown in Some Selected States in Nigeria," Jindal Journal of Business Research, , vol. 10(2), pages 238-250, December.
    2. Anchal Gupta & Rajesh Kumar Singh & Sachin Kr Mangla, 2022. "Evaluation of logistics providers for sustainable service quality: Analytics based decision making framework," Annals of Operations Research, Springer, vol. 315(2), pages 1617-1664, August.
    3. Na Rang Kim & Soon Goo Hong, 2020. "Text mining for the evaluation of public services: the case of a public bike-sharing system," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 315-331, September.
    4. Thowayeb H. Hassan & Ahmed Hassan Abdou & Shaimaa Taha & Mostafa A. Abdelmoaty & Amany E. Salem, 2022. "Religious Tourists’ Satisfaction with Services and Their Impacts on Spirituality in the Post-COVID-19 Era," Sustainability, MDPI, vol. 14(20), pages 1-15, October.
    5. Jie Yang & Nirajan Shiwakoti & Richard Tay, 2023. "Passengers’ Perception of Satisfaction and Its Relationship with Travel Experience Attributes: Results from an Australian Survey," Sustainability, MDPI, vol. 15(8), pages 1-18, April.

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