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Developing A Performance Importance Matrix For A Public Sector Bus Transport Company: A Case Study

Author

Listed:
  • M. Vetrivel SEZHIAN

    (Dr. Paul’s Engineering College, Villupuram - 605109, TamilNadu, India)

  • C. MURALIDHARAN

    (Annamalai University, Chidambaram - 608002, TamilNadu, India)

  • T. NAMBIRAJAN

    (pondicherry University, Pondicherry - 605014, Pondicherry, India)

  • S.G. DESHMUKH

    (Indian Institute of Technology Delhi, New Delhi - 110016, India)

Abstract

This paper presents a study of comparison of the importance attached by the service providers’ and the customers’ with respect to eighteen service characteristics towards the public transportation services provided by a bus company. The survey was conducted in three bus depots in one division of a state road transport undertaking (SRTU) in south India. The importance the SRTU and the customers attach to these characteristics indicates significant differences. This reveals the existence of a gap between customers’ expectations and the service provided by the company. Finally the customer retention and customer development criteria have been. identified.

Suggested Citation

  • 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.
    • Handle: RePEc:rom:terumm:v:6:y:2011:i:3:p:5-14
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    References listed on IDEAS

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    3. M.Vetrivel SEZHIAN & C. MURALIDHARAN & T. NAMBIRAJAN & S.G. DESHMUKH, 2011. "Ranking Of A Public Sector Passenger Bus Transport Company Using Principal Component Analysis: A Case Study," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(1), pages 62-71, March.
    4. Fleischer, Manfred, 1998. "Patenting and industrial performance: the case of the machine tool industry," Discussion Papers, Research Unit: Market Dynamics FS IV 98-9, WZB Berlin Social Science Center.
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