An Empirical Study of Service Quality Dimensions and Passenger Satisfaction for BRTS in the City of Rajkot.
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TextSeries: IUP Journal of Supply Chain Management ; XVI (3)Description: 7-27 pSubject(s):
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MURTHY, E N SUPPLY CHAIN MANAGEMENTSummary: The objective of this study is to investigate passenger satisfaction using different service quality dimensions to Bus Rapid Transit System (BRTS) in the city of Rajkot. Service quality comprises four dimensions, namely, tangible services, personnel services, reliability and comfort. These four dimensions comprise 17 attributes. A questionnaire was prepared and opinion of 282 passengers was collected and analyzed using multiple regression analysis. The results of the study suggest that most of the passengers, particularly students, are satisfied with various service quality attributes. The study also reveals that tangible services, personnel services, reliability and comfort have positive impact on passenger satisfaction. [ABSTRACT FROM AUTHOR]
| Item type | Current library | Call number | Vol info | Status | Notes | Date due | Barcode | Item holds | |
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Journal Article
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Main Library | Vol 16, No 3/ 55511069JA1 (Browse shelf(Opens below)) | Available | 55511069JA1 | |||||
Journals and Periodicals
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Main Library On Display | JOURNAL/SCM/Vol 16, No 3/55511069 (Browse shelf(Opens below)) | Vol 16, No 3 (01/07/2019) | Not for loan | September, 2019 | 55511069 |
The objective of this study is to investigate passenger satisfaction using different service quality dimensions to Bus Rapid Transit System (BRTS) in the city of Rajkot. Service quality comprises four dimensions, namely, tangible services, personnel services, reliability and comfort. These four dimensions comprise 17 attributes. A questionnaire was prepared and opinion of 282 passengers was collected and analyzed using multiple regression analysis. The results of the study suggest that most of the passengers, particularly students, are satisfied with various service quality attributes. The study also reveals that tangible services, personnel services, reliability and comfort have positive impact on passenger satisfaction. [ABSTRACT FROM AUTHOR]
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