Passenger’s Satisfaction with their Travel- Comparison of Haryana Roadways Transport Corporation and Private Buses
Abstract
The public bus transport is much more needed in metropolitan cities and it also connects different categories of people from different places. So it is very important for any city to have an effective public transportation system and the same has to be managed to face upcoming, future challenges and to ensure effectiveness in their operations, service quality to satisfy the unpredictable expectations of the passengers from different segments. Now, the major city like Gurgaon is heavily stressed to keep pace with the demand for Bus Transportation system to go with economic growth and infrastructural development. With a rise in demand for adequate public bus transportation system and increase in population size, it may create and insist on the transport sectors to have higher and good quality of transport service. But it also creates overcrowding at the bus terminus and it will be the main cause of many service-related problems.
Downloads
References
• Andreassen T W 1995, ‘(Dis) satisfaction with public services: The case of public transportation’, Journal of Services Marketing, vol. 9, pp. 30-41
• Anderson, W S, Baggett, L S & Widener, S K 2007, ‘The Impact of Service Operations Failures on Customer Satisfaction: Evidence on how Failures and Their Source Affect What Matters to customers’, Viewed 20 August 2008 , http://papers.ssrn.com/sol3
• Ciuffini, F.M. 1995, ‘ Transport and Public Spaces: The Connectivity Tissue of the Sustainable City’ . The Sustainable City: A European Tetralogy. Dublin: European Foundation for the Improvement of Living and Working Conditions.
• Disney, J, 1998, ‘Competing through Quality in Transport Services’. Managing Service Quality , vol. 8 , no. 2, pp. 112–118
• Dziekan, K, & Kottenhoff, K 2007, ‘Dynamic at-stop Real-time Information Displays for Public Transport: Effects on Customers’, Transportation Research Part A: Policy and Practice, vol. 41 no. 6, pp. 489–501
• Edvarsson, B 1998, ‘Causes of Customer Dissatisfaction - Studies of public transport by critical incident method’, Managing Service Quality, vol. 8, no. 3, pp. 189-197
• Gopal, G & Cline, S 2007, ‘Driving towards Sustainable Profitability: Transportation Service Providers and Customer Relationship Management. Supply Chain Management’ , An International Journal, vol. 12, no. 2, pp.85-87
• John, I Coppett 1998, “ Auditing your Customer Service Activities ” , Industrial Marketing Management , pp. 277-284
• Johns, N & Tyas, P 1997, ‘Customer Perceptions of Service Operations: Gestalt, Incident or Methology?’, The Service Industries Journal, vol. 17, no. 3, pp. 474-488
• Keaveney, S 1995, ‘Customer Switching Behavior in Service Industries: All Exploratory Study’,Journal of Management, vol. 59, pp. 71-82
• Knuston, B, Stevens, C, Wullaert M., Yokoyama, F 1991, ‘LODGSERV: A Service Quality Index for the Lodging Industry’, Hospitality Research Journal, vol. 14, no. 2, pp. 277-284
• Lacera, M Litvam 1996, ‘Increasing Revenue with Repeat Sales’ , Nations Business , January , pp. 36-38
• Larry Armstrong & William C. Simons. ‘ May I help you ?’, Business Week , pp. 100-103
• Lee, Y. & Hing, N 1995, "Measuring Quality in Restaurant Operations: An Application of the SERVQUAL Instrument", Journal of Hospitality Management, vol. 14, no. 3/4, pp. 293-310
• Leonard L. Berry, Valarie, A Zeithml and Parasuram 1990, ‘ Five Imperatives for Improving Service Quality ’ , Sloan Management Review, Summer ,pp. 29-38
• Lewis, R 1984, ‘The Basis of Hotel Selection’, Cornell HRA Quarterly, vol. 25 , pp. 54-69
• Litman, T 2009 , ‘A Good Example of Bad Transportation Performance Evaluation’, Victoria Transport Policy Institute.
• Luk, Sherriff & Roger Layton 2004, "Managing Both Outcome and Process Quality is Critical to Quality of Hotel Service", Total Quality Management and Business Excellence, vol. 15, no. 3, pp. 259-278
• Lynch, J 1988, ‘A Conceptual Model of Service Quality and its Implications for Future Research’, Journal of Marketing, vol. 49 (Fall), pp. 41-50
• Macario, R 2001, ‘Upgrading Quality in Urban Mobility Systems: Managing Service Quality ’ , vol. 11 , no. 2, pp. 4
• Mahesh V S , 1993, ‘Discover and Deliver Customer Empowerment’, Business India , September , pp. 192 – 193
• Mels, G, Boshoff, C & D. Nel 1997, "The Dimensions of Service Quality: The Original European Perspective Revisited." The Service Industries Journal, vol. 17,
• Puri, B.N., 2003, ‘Private Sector Participation In The Transport Sector In India’, Transport and Communications Bulletin for Asia and the Pacific no. 73,pp.55-72
• Tyrinopoulos, Y and Antoniou, C. 2008, ‘Public Transit User Satisfaction: Variability and Policy Implications’, Transport Policy, vol. 15 , no. 4, pp. 260-272
• http://hartrans.gov.in/( accessed on 15 October,2018)
Copyright (c) 2018 IJRDO - Journal of Social Science and Humanities Research (ISSN: 2456-2971)
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Author(s) and co-author(s) jointly and severally represent and warrant that the Article is original with the author(s) and does not infringe any copyright or violate any other right of any third parties, and that the Article has not been published elsewhere. Author(s) agree to the terms that the IJRDO Journal will have the full right to remove the published article on any misconduct found in the published article.
