Title: Passengers' perceived service quality of city buses in Taipei: Scale development and measurement
Authors: Hu, Kai-Chieh
Jen, William
運輸與物流管理系
註:原交通所+運管所

Department of Transportation and Logistics Management
Issue Date: 1-Sep-2006
Abstract: To understand fully passengers' perceptions and expectations of the bus service quality in Taipei, business managers and governmental agencies must seek a proper scale that can reflect passengers' opinions accurately. This study develops and tests a service quality scale designed for a city bus transit system in Taipei. Churchill's paradigm and a focus group interview were combined into a multistage scale development procedure. Based on the procedure, Taipei city buses were selected as the example, for which a service quality scale was developed. The final scale contains four dimensions and 20 items. These four dimensions are 'interaction with passengers', 'tangible service equipment', 'convenience of service' and 'operating management support'. Finally, the results of scale development and the managerial applications of the service quality scale for the city transit system are discussed.
URI: http://dx.doi.org/10.1080/01441640600679482
http://hdl.handle.net/11536/14354
ISSN: 0144-1647
DOI: 10.1080/01441640600679482
Journal: TRANSPORT REVIEWS
Volume: 26
Issue: 5
Begin Page: 645
End Page: 662
Appears in Collections:Articles


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