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2021, vol. 19, br. 3, str. 600-609
The relative importance of bus system's Perceived Service Quality (PSQ) attributes among public and private mode users in Indonesia
(naslov ne postoji na srpskom)
aUniversitas Syiah Kuala, Department of Civil Engineering, Banda Aceh, Indonesia
bUniversitas Syiah Kuala, Department of Accounting, Banda Aceh, Indonesia
cUniversitas Syiah Kuala, Department of Architecture and Planning, Banda Aceh, Indonesia
dUniversitas Syiah Kuala, Department of Civil Engineering, Alumni, Banda Aceh, Indonesia
eNagoya University, Institute of Materials and Systems for Sustainability, Nagoya, Japan

This work was financially supported by the Universitas Syiah Kuala in collecting data under Contract No. 523/UN11/SPK/ PNBP/2019
This work was financially supported by the joint research program of the Institute of Materials and Systems for Sustainability, Nagoya University

Ključne reči: service quality; public transport; preference data; IPA; Indonesia
(ne postoji na srpskom)
Importance-Performance Analysis (IPA) is a common approach usually applied in examining public satisfaction and has been adopted in the transportation sector to measure the quality of service provided by the public transport system. This study, therefore, investigated the relative important service quality attributes of bus systems among both public and private modes of transportation users in Banda Aceh in Indonesia. An urban bus system known as the "Trans Koetardja" was used as a case study and a questionnaire designed based on preference survey was applied. A total of 200 samples comprising of 100 bus users and 100 private mode users including cars and motorcycles were used for the preliminary study. Moreover, the IPA approach was used to evaluate the Trans Koetaradja service quality attributes based on importance and performance classification. The quadrant grid plot showed the need for the operators to allocate their resources towards improving their services by considering (a) an improvement in bus stop facilities, (b) enhancement in the route and accurate timetable, and (c) shortening bus travel time and waiting time in the bus stop.
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O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/jaes0-27957
primljen: 01.03.2021.
prihvaćen: 07.04.2021.
objavljen u SCIndeksu: 25.09.2021.
metod recenzije: dvostruko anoniman
Creative Commons License 4.0

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