Record Details

Service quality attributes affecting passengers’ satisfaction with HIGER city bus

The Ethiopian Journal of Business and Economics

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Field Value
 
Title Service quality attributes affecting passengers’ satisfaction with HIGER city bus
 
Creator Aniley, B
Negi, R
 
Subject Service Quality, SERVPERF, Customer Satisfaction, HIGER Bus Service, Ethiopia.
 
Description Service quality and customer satisfaction are the growing concerns for business organizations throughout the world, and customer satisfaction studies have been proven to be essential tools in trying to optimize services provided to users. For transit agencies, as in other service industries, increase in customer satisfaction translates into retained markets, increased use of the system, newly attracted customers, and a more positive public image. To accomplish these ends, public transport needs reliable and efficient methods of identifying the determinants of service quality from the customers’ perspective. The study is an attempt to identify the factors determining quality in city bus transit, by using a modified SERVPERF approach, and examines passengers’ overall satisfaction with HIGER city bus services. Therefore, a model depicting overall service quality was developed and tested empirically among the bus passengers. Factor and reliability (Cronbach Alpha coefficients) analyses were carried out to determine the validity and unidimensionality of the construct. Furthermore, associations between the passengers’ satisfaction and service quality attributes were explored, and found to be statistically significant. While the dimension of ‘reliability and complaint handling’ emerged as the largest contributor in estimating overall service quality, overall satisfaction was contributed significantly by overall service quality.Keywords: Service Quality, SERVPERF, Customer Satisfaction, HIGER Bus Service, Ethiopia.
 
Publisher College of Business and Economics, Addis Ababa University
 
Contributor —
 
Date 2015-01-23
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://www.ajol.info/index.php/ejbe/article/view/111831
10.4314/ejbe.v1i2.
 
Source Ethiopian Journal of Business and Economics (The); Vol 1, No 2 (2010); 70-98
2410-2393
2311-9772
 
Language eng
 
Relation http://www.ajol.info/index.php/ejbe/article/view/111831/101598