标题: Passengers' perceived service quality of city buses in Taipei: Scale development and measurement
作者: Hu, Kai-Chieh
Jen, William
运输与物流管理系
注:原交通所+运管所

Department of Transportation and Logistics Management
公开日期: 1-九月-2006
摘要: 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
期刊: TRANSPORT REVIEWS
Volume: 26
Issue: 5
起始页: 645
结束页: 662
显示于类别:Articles


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