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Modeling user perception of bus service quality:A case study in Mauritius |
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| รหัสดีโอไอ | |
| Creator | 1. Thanapong Champahom 2. Sajjakaj Jomnonkwao 3. Ampol Karoonsoontawong 4. Natthaporn Hantanong 5. Roodheer Beeharry 6. Vatanavongs Ratanavaraha |
| Title | Modeling user perception of bus service quality:A case study in Mauritius |
| Publisher | Research and Development Office, Prince of Songkla University |
| Publication Year | 2563 |
| Journal Title | Songklanakarin Journal of Science and Technology |
| Journal Vol. | 42 |
| Journal No. | 3 |
| Page no. | 660-670 |
| Keyword | structural equation modeling, satisfaction, bus service quality, Mauritius, factor analysis |
| URL Website | https://rdo.psu.ac.th/sjstweb/index.php |
| ISSN | 0125-3395 |
| Abstract | This paper evaluates the perceived bus service quality by passengers in Mauritius. Structural equation modeling (SEM)was used to identify the unobserved latent variables relevant to public passenger bus service and reveal the relationships betweenthese latent variables and customer satisfaction. The data were obtained from a customer satisfaction survey collected from 501participants in Mauritius and three latent variables that described the expected service quality characteristics, namely Vehicle,Management, and Driver. The SEM results revealed that the most significant expectation was the quality of the vehicle thatincluded the cleanliness and vehicle body. The second was driver and crews and the personal attributes of the bus service crew.The third anticipation was the overall management of the service. The findings of this research can provide crucial informationfor public transport bus operators to enable them not only to retain their current customers but also attract new customers. |
