Abstract
The objective of this study is to rank the service quality dimensions in the order of importance to choice riders so that strategies can be designed to shift the choice riders towards public transport. The SERVQUAL approach has been used to assess the expectation and perceptions of choice riders towards bus service attributes and primary data collected by means of field survey and an online survey by contacting choice riders in the Kolkata city. It might be a great help to service providers wishing to understand the requisite of choice riders for utmost satisfaction while taking bus rides. Paired t-test has been performed to rate the service quality dimensions on the expectation of choice riders for identified segments of choice riders. Tangible and assurance is found most important dimension for choice riders while Empathy was the least one. The results have been found for Kolkata city which is very specific so cannot be generalized.
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Shukla, M.K., Shanu, A., Singh, L. (2021). Service Quality Dimensions in Designing Business Strategies in Urban Bus Transport—A Case for Kolkata. In: Kumar, N., Tibor, S., Sindhwani, R., Lee, J., Srivastava, P. (eds) Advances in Interdisciplinary Engineering. Lecture Notes in Mechanical Engineering. Springer, Singapore. https://doi.org/10.1007/978-981-15-9956-9_39
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DOI: https://doi.org/10.1007/978-981-15-9956-9_39
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