SONGKLANAKARIN JOURNAL OF SCIENCE & TECHNOLOGY

Volume 42, No. 03, Month MAY, Year 2020, Pages 660 - 670

Modeling user perception of bus service quality a case study in mauritius

Thanapong Champahom, Sajjakaj Jomnonkwao, Ampol Karoonsoontawong, Natthaporn Hantanong, Roodheer Beeharry, Vatanavongs Ratanavaraha

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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 between these latent variables and customer satisfaction. The data were obtained from a customer satisfaction survey collected from 501 participants 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 that included 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 information for public transport bus operators to enable them not only to retain their current customers but also attract new customers.

Keywords

structural equation modeling, satisfaction, bus service quality, Mauritius, factor analysis

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