Stakeholder perspective on urban transport system service quality
Journal
Total Quality Management and Business Excellence
Journal Volume
21
Journal Issue
11
Pages
1103-1119
Date Issued
2010
Author(s)
Abstract
Abstract Different transport stakeholders have different needs for transport infrastructure and services. Achieving stakeholder satisfaction implies a total quality management (TQM) that continuously improves service quality. However, few studies have discussed service quality in relation to urban transport systems. This study proposes an instrument based on SERVQUAL for measuring urban transport service quality from a stakeholder perspective. The proposed instrument is developed and tested through exploratory and confirmatory factor analyses. The gaps between stakeholder expectations and actual received and the gaps associated with stakeholders' expectations and the perceptions of these expectations by professionals are examined. Importance-performance analysis is used to construct a service attribute evaluation map for determining resource allocation to improve service quality. The application is illustrated through an empirical study to discuss the managerial implications in the Taipei metropolitan area. The analytical results reveal the existence of gaps and that stakeholders are more concerned with reliability and safety dimensions. Keywords: instrumentservice qualitygap analysisimportance-performance analysis Acknowledgement The authors would like to thank the National Science Council of the Republic of China, Taiwan for financially supporting this research under Contract No. NSC 96-2415-H-128-008. Notes
SDGs
Type
journal article