P-TRANSQUAL: a service quality model of public land transport services
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 June 2015
Abstract
Purpose
The purpose of this paper is to test a model of service quality of public land transport services, especially paratransit services.
Design/methodology/approach
This study used quantitative approach. Data were collected through a survey method using questionnaire. The respondents of the study are 880 passengers of paratransit services in Indonesia. Exploratory factor analysis and confirmatory factor analysis were performed in order to identify the dimensions of service quality and test the convergent and discriminant validity of the dimensions. Cronbach’s α analysis was carried out to test the reliability of the dimensions. In addition, criterion-based validity and the stability of the service quality model were also tested.
Findings
A model of service quality of public land transport, namely P-TRANSQUAL, was tested. P-TRANSQUAL consists of four dimensions, which are comfort, tangible, personnel, and reliability. The model has been proven to have good validity, reliability, and stability for measuring service quality of paratransit services in Indonesia.
Research limitations/implications
This research was carried out in a single developing country, namely Indonesia. Hence, the stability of the model needs to be tested in different cultures.
Practical implications
Public transport managers can use P-TRANSQUAL to monitor, measure, and improve the service quality of the public transport they manage.
Originality/value
This paper has tested a new model of service quality for public transport services, especially paratransit services.
Keywords
Citation
Bakti, I.G.M.Y. and Sumaedi, S. (2015), "P-TRANSQUAL: a service quality model of public land transport services", International Journal of Quality & Reliability Management, Vol. 32 No. 6, pp. 534-558. https://doi.org/10.1108/IJQRM-06-2013-0094
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited