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Assessment of QOS for Public Bus Transport System –A SERVQUAL Based Kano Approach


  • Rita S.

    () (VIT Business School, VIT University, Vellore, (T.N.), INDIA)

  • Ganesan V.


Assessing the customer satisfaction is extremely important for any service organization which tries for sustainable success in today’s competitive environment. The Chennai city’s population is 4216268 according to the census taken in 2001. One of the most important problems in Chennai city is transportation problem and this is tried to be controlled by using public bus transportation system. This proposed study examines the impact of Quality of Service (QoS) provided by the Metropolitan Transport Corporation Ltd on passengers and investigates the prominent dimensional structure of satisfaction for the MTC public bus transport using a collection of service attributes. This research work is done through two models, SERVQUAL and Kano, for measuring and classifying service attributes. The service gaps are identified through passengers’ expectations and the perceived quality of the bus transportation system. Factor analysis identifies the significant factors that can serve as a basis for improvements and applied to suggest primary strategies.

Suggested Citation

  • Rita S. & Ganesan V., 2010. "Assessment of QOS for Public Bus Transport System –A SERVQUAL Based Kano Approach," Advances In Management, Advances in Management, vol. 3(4), April.
  • Handle: RePEc:mgn:journl:v:3:y:2010:i:4:a:4

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