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原文传递 URBAN BUS TRANSPORT SERVICE QUALITY AND SUSTAINABLE DEVELOPMENT : UNDERSTANDING THE SERVICE GAPS

题名：	URBAN BUS TRANSPORT SERVICE QUALITY AND SUSTAINABLE DEVELOPMENT : UNDERSTANDING THE SERVICE GAPS
正文语种：	英文
作者：	MEGHNA VERMA;DR. ASHISH VERMA;AJITH P.;SNEHA SINDHE
作者单位：	M. S. Ramaiah Institute of Management
摘要：	Public transport systems are known to be sustainable modes in terms of space and energy efficiency, and environmental and social benefits. A good networked public transportation system with time-bound schedules, reliable services, comfort, competitive travel times and affordable prices, are some of the required traits for providing sustainable transport sendees and commuter satisfaction. The objective of the proposed study is to measure the gap between commuters' expectations of urban bus transport services and the actual service quality provided. The SERVQUAL framework, which is a multi-item instrument used for measuring service quality, is used to measure gap between commuters' expectations of urban bus transport services and the actual service quality provided. Bangalore Metropolitan Transport Corporation (BMTC), which is among the few profit-making urban public bus transport organisations in India, is taken as the case study for tinderstanding the said gap. While the services of BMTC are very competitive among any other urban public bus transport organisations in the country, they are still to reach the desired level of passenger mode share that will enable them to provide sustainable mobility solution to the commuters in Bengaluru. The statistical analysis of the results shows that the expectations are higher than perception, particularly with respect to empathy dimension. The results of this study may help organisations like BMTC to bridge the gap between commuters' expectations and actual service quality and to work towards developing sustainable services.
出版日期：	2014.04-06
出版年：	2014
期刊名称：	Indian Journal of Transport Management. (Text in English)
卷：	Vol.38
期：	No.02
页码：	98-112