PL EN


Preferencje help
Widoczny [Schowaj] Abstrakt
Liczba wyników
Tytuł artykułu

Perceived service quality of youth public transport passengers

Autorzy
Treść / Zawartość
Identyfikatory
Warianty tytułu
DE
Wahrgenommene servicequalität jugendlicher fahrgäste im öffentlichen nahverkehr
Języki publikacji
EN
Abstrakty
EN
This research aims to explore the dimension of perceived service quality of youth public transport passengers. This research is important due to the lack of research that focuses on perceived service quality of youth public transport passengers. This research employed quantitative research methodology. Survey was performed in order to gather research data. The respondents are 233 youth public transport passengers in Bogor and Tangerang, Indonesia. Exploratory factor analysis, validity analysis, and reliability analysis were conducted. The research results show that there are three dimensions of perceived service quality of youth public transport passengers. The dimensions are comfort, performance, and assurance.
DE
Diese Untersuchung zielt darauf Dimensionen der wahrgenommenen Servicequalität jugendlicher Passagiere im öffentlichen Nahverkehr zu bestimmen. Diese Untersuchung ist aufgrund der mangelnden Forschung, die auf die wahrgenommene Servicequalität jugentlicher Fahrgäste im öffentlichen Nahverkehr abzielt, wichtig. In dieser Untersuchung wurde eine quantitative Forschungsmethode verwendet. Zur Erlangund von Forschungsdaten wurde eine Umfrage durchgeführt. Die Befragten sind 233 jugendliche Fahrgäste im öffentlichen Nahverkehr in Bogor und Tangerang (Indonesien). Explorative Faktorenanalyse, Validitätsanalyse und Zuverlässigkeitsanalyse wurden durchgeführt. Die Untersuchungsergebnisse zeigen, dass es drei Dimensionen der wahrgenommenen Servicequalität jugentlicher Fahrgäste im öffentlichen Nahverkehr gibt. Die Dimensionen sind Komfort, Leistung und Sicherheit.
Czasopismo
Rocznik
Strony
99--111
Opis fizyczny
Bibliogr. 42 poz.
Twórcy
autor
  • Indonesian Institute of Sciences Tangerang Selatan, Banten, Indonesia
autor
  • Indonesian Institute of Sciences Tangerang Selatan, Banten, Indonesia
Bibliografia
  • 1. Cox, P. Moving People, Sustainable Transport Development. Cape Town: UCT Press. 2010.
  • 2. Sumaedi, S. & Bakti, I.G.M.Y. & Astrini, N.J. & Rakhmawati, T. & Widianti, T. & Yarmen, M.Public Transport Passengers’ Behavioural Intentions: Paratransit in Jabodetabek Indonesia. New York: Springer Briefs in Business. Springer. 2014. 90 p.
  • 3. Sumaedi, S. & Bakti, I. G. M. Y. & Yarmen, M. The empirical study of public transport passengers’ behavioral intentions: The roles of service quality, perceived sacrifice, perceived value, and satisfaction (Case study: Paratransit passengers in Jakarta, Indonesia). Internationa lJournal for Traffic and Transport Engineering. 2012. Vol. 2. No. 1. P. 83–97.
  • 4. Lai, W.T. & Chen, C.F. Behavioral intention of public transit passenger – the role of service quality, perceived value, satisfaction and involvement. Transport Policy. 2011. Vol. 18. P. 318-325.
  • 5. Yusoff, W.Z.W. & Ismail, M. FM-SERVQUAL: A new approach of service quality measurement framework in local authorities. Journal of Corporate Real Estate. 2008. Vol. 10. No. 2. P.49–64.
  • 6. Ladhari, R. A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences. 2009. Vol. 1. No. 2. P. 172–198.
  • 7. Jen, W. & Tu, R. & Lu, T. Managing passenger behavioral intention: an integrated framework forservice quality, satisfaction, perceived value, and switching barriers. Transportation. 2011. Vol.38. P. 321-342.
  • 8. Clemes, M.D. & Gan, C. & Kao, T.H. & Choong, M. An empirical analysis of customer satisfaction in international air travel. Innovative Marketing. 2008. Vol. 4. P. 50-62.
  • 9. Bakti, I.G.M.Y & Sumaedi, S. An analysis of library customer loyalty: the role of service quality and customer satisfaction, a case study in Indonesia. Library Management. 2013. Vol. 34. No.6/7. P. 397-414.
  • 10. Wen, C.H. & Lan, L.W. & Cheng, H.L. Structural equation modelling to determine passenger loyalty toward intercity bus services. Journal of the Transportation Research Board. 2005. Vol.1927. P. 249-255.
  • 11. Basu, R. & Biswas, D. A conceptual framework to identify quality attributes in health care organizations. International Journal of Contemporary Business Studies. 2012. Vol. 3. No. 12.P. 45-52.
  • 12. Brady, M.K. & Cronin, J.J. Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. The Journal of Marketing. 2001. Vol. 65. No. 3. P. 34–49.
  • 13. Parasuraman, A. & Zeithaml, V.A. & Berry, L.L. SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality. Journal of Retailing. 1988. Vol. 64. No. 1. P. 12-40.
  • 14. Gagliano, K.B. & Hathcote, J. Customer expectations and perceptions of service quality in retail apparel specialty stores. Journal of Service Marketing. 1994. Vol. 8. No. 1. P. 60-69.
  • 15. Hu, K.C. & Jen, W. Passengers' perceived service quality of city buses in Taipei: scale development and measurement. Transport Reviews. 2006. Vol. 26. No. 5. P. 645-662.
  • 16. LeBlanc, G. & Nguyen, N. Searching for excellence in business education: an exploratory studyof customer impressions of service quality. International Journal of Educational Management.1997. Vol. 11. No. 2. P. 72–79.
  • 17. Nagata, H. & Yoshinori, S. & Sarah, G. & Päivi, K. The dimensions that construct the evaluationof service quality in academic libraries. Performance Measurement and Metrics. 2004. Vol. 5.No. 2. P. 53–65.
  • 18. Zeithaml, V. A. Consumer perceptions of price, quality and value: a means and model and synthesis of evidence. Journal of Marketing. 1988. Vol. 52. P. 2–22.
  • 19. Joewono, T. B. & Kubota, H. User satisfaction with paratransit in competition with motorization in Indonesia: anticipation of future implications. Transportation. 2007. Vol. 34. P. 337-354.
  • 20. Transportation Research Board. A handbook for measuring customer satisfaction and service quality, TRCP Report 47. 1999.21. Transportation Research Board. Transit capacity and quality of service manual. TRCP Report100 (2nd edition). 2004.22. Kotler, P. & Keller, K. Marketing Management. 14th edition, Prentice Hall. 2011.
  • 23. Wilcox, K. & Roggenveen, A.L. & Grewal, D. Shall I tell you now or later? Assimilation and contrast in the evaluation of experiential products. Journal of Consumer Research. 2011. Vol. 38.No. 4. P. 763-773.
  • 24. Solomon, M.R. Consumer Behavior: Buying, Having & Being. 10th edition. London: PrenticeHall. 2012.
  • 25. Gronroos, C. A service quality model and its marketing implications. European Journal of Marketing. 1984. Vol. 18. No. 4. P. 36–44.
  • 26. Micuda, D. & Cruceru, G. Testing SERVQUAL dimensions on the Romanian banking sector. Proceedings of the International Conference on Risk Management, Assessment and Mitigation.2010. P. 329–334.
  • 27. Prasad, M.D. & Shekhar, B.R. Development of railqual: a service quality scale for measuring Indian railway passenger services. Management Science and Engineering. 2010. Vol. 4 No. 3. P.87-94.
  • 28. Perez, M.S. & Abad, J.C.G. & Carrilo, G.M.M. & Fernandez, R.S. Effects of service quality dimensions on behavioral purchase intentions - A study in public-sector transport. ManagingService Quality. 2007. Vol. 17. No. 2. P. 134-151.
  • 29. Randheer, K. & AL-Motawa, A.A. & Prince, V.J. Measuring commuters’ perception on service quality using SERVQUAL in public transportation. International Journal of Marketing Studies.2011. Vol. 3. No. 1. P. 21-34.
  • 30. Caro, L.M. & Garcia J.A.M. Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management. 2008. Vol. 29. P. 706–720.
  • 31. Eboli, L & Mazzulla, G. Service quality attributes affecting customer satisfaction for bus transit. Journal of Public Transportation. 2007. Vol. 10. No. 3. P. 21-34.
  • 32. Bakti, I. G.M.Y. & Sumaedi, S. P-TRANSQUAL: a service quality model of public landtransport services. International Journal of Quality & Reliability Management. 2015. Vol. 32.No. 6.P. 534–558.
  • 33. Azam, R. & Danish, M. & Akbar, S.S. Consumption style among young adults toward their shopping behavior: an empirical study in Pakistan. Business and Management Research. 2010.Vol. 1. No. 4. P. 109-116.
  • 34. Te'eni-Harari, T. & Hornik, J. Factors influencing product involvement among young consumers. Journal of Consumer Marketing. 2010. Vol. 27. No. 6. P. 499–506.
  • 35. Quoquab, F. & Yasin, N.M. & Banu, S. Compulsive buying behavior among young Malaysian consumers. World Review of Business Research. 2013. Vol. 3. No. 2. P. 141 – 154.
  • 36. Buil, I. & de Chernatony, L. & Martinez, E. Methodological issues in cross-cultural research. Journal of Targeting, Measurement and Analysis for Marketing. 2012. Vol. 20. No. 3/4. P. 223-234.
  • 37. Sekaran, U. & Bougie, R. Research Methods for Business: A Skill Building Approach. 5thedition. West Sussex: John Wiley and Sons. 2010.
  • 38. Hair, J.F. & Anderson, R.E. & Tatham, R.L. & Black, W.C. Multivariate Data Analysis. 6thedition. New Jersey: Prentice Hall. 2006.
  • 39. Dawes, J. & Sharp, B. The reliability and validity of objective measures of customer service: mystery shopping. Australian Journal of Market Research. 2000. Vol. 8. No. 1. P. 29-46.
  • 40. Kotler, P. & Keller, K.L. Marketing Management. 14th Edition. Englewood Cliffs, NJ: Prentice Hall. 2012.
  • 41. Prajogo, D.I. & Sohal, A.S. The relationship between TQM practices and innovation performance: a literature review and research framework. Technovation. 2001. Vol. 21. No. 9. P.539–558.
  • 42. Sumaedi, S. & Bakti, G.M.Y. & and Metasari, N. An empirical study of state university students' perceived service quality. Quality Assurance in Education. 2012. Vol. 20. No. 2. P.164–183.
Uwagi
PL
Opracowanie ze środków MNiSW w ramach umowy 812/P-DUN/2016 na działalność upowszechniającą naukę.
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.baztech-f14aa7ee-f441-4621-b575-26812f944804
JavaScript jest wyłączony w Twojej przeglądarce internetowej. Włącz go, a następnie odśwież stronę, aby móc w pełni z niej korzystać.