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Measurement of passengers service quality in public transportation: servqual analysis


  • Muthupandian, K S
  • Vijayakumar, Dr. C


Transport plays an important role in the economic development of the country by creating employment opportunities and sustaining economic activities. The quest for service quality has been an essential strategic component for service firms like buses attempting to succeed and survive in today’s competitive environment. The SERVQUAL model focuses on the difficulty in ensuring a high quality of service for all customers in all situations. SERVQUAL methodology is an analytical approach for evaluating the difference between customers' expectations and perceptions of quality. A comparison of passengers’ perceptions of service quality with their expectations, using paired t-test, showed a statistically not significant difference on all of the 25 attributes examined in this study.

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  • Muthupandian, K S & Vijayakumar, Dr. C, 2012. "Measurement of passengers service quality in public transportation: servqual analysis," MPRA Paper 38584, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:38584

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    References listed on IDEAS

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    4. Piraino Patrizio, 2007. "Comparable Estimates of Intergenerational Income Mobility in Italy," The B.E. Journal of Economic Analysis & Policy, De Gruyter, vol. 7(2), pages 1-27, October.
    5. Zamagni, Vera, 1997. "The Economic History of Italy 1860-1990," OUP Catalogue, Oxford University Press, number 9780198292890, June.
    6. Hoddinott, John & Quisumbing, Agnes, 2003. "Methods for microeconometric risk and vulnerability assessments," Social Protection and Labor Policy and Technical Notes 29138, The World Bank.
    7. Alwang, Jeffrey & Siegel, Paul B. & Jorgensen, Steen L., 2001. "Vulnerability : a view from different disciplines," Social Protection and Labor Policy and Technical Notes 23304, The World Bank.
    8. Yuan Zhang & Guanghua Wan, 2009. "How Precisely Can We Estimate Vulnerability to Poverty?," Oxford Development Studies, Taylor & Francis Journals, vol. 37(3), pages 277-287.
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    More about this item


    Public Transportation; Service Quality; SERVQUAL; Gap Analysis;

    JEL classification:

    • L91 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Transportation: General

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