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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/2524

Title: Assessing The Service Quality of Public Passenger Transport by Bus in Ho Chi Minh city
Assessing The Service Quality of Public Passenger Transport by Bus in Ho Chi Minh city
Authors: 黎氏紅容
Le Thi Hong Dung
Contributors: 金融與風險管理系碩士班
楊一峰
Keywords: Service quality, SERVQUAL model, Customer satisfaction, and Public passenger transport
Service quality, SERVQUAL model, Customer satisfaction, and Public passenger transport
Date: 2011
Issue Date: 2011-12-01 13:25:53 (UTC+8)
Publisher: 高雄市:[樹德科技大學金融與風險管理系碩士班]
Abstract: In such a big city as Ho Chi Minh City, it is crucial to improve public transport. However, city residents are still reluctant to use this type of transport because its service quality does not satisfy their requirements. Besides, public passenger transport businesses also don’t understand nor know how to implement stratregies to improve service quality and provide the highest satisfaction to customers. Hereby, the research on factors affecting the bus service quality is a very urgent work. With the aim of achieving that significance, the author chose the thesis topic: “Assessing The Service Quality of Public Passenger Transport by Bus in Ho Chi Minh city” (by the customer satisfaction factor).
Based on the survey data, the author used the exploratory factor analysis (EFA) to assess the factors affecting the quality of bus service and clients using the bus. Research results show that in the five general factors (reliability, security, competence, access, tangibles), the tangibles factor (bus condition and facilities) is the strongest factor that affects the level of customer satisfaction. Other factors also have influences, but the level of impact is less. Therefore, the Ministry of Transportation and other ministries, departments related to public transport service (like bus service) should have a specific and comprehensive look at the process of providing bus service to the public. This is the fundamental solution to bring satisfaction to our customers using this vehicle.
In such a big city as Ho Chi Minh City, it is crucial to improve public transport. However, city residents are still reluctant to use this type of transport because its service quality does not satisfy their requirements. Besides, public passenger transport businesses also don’t understand nor know how to implement stratregies to improve service quality and provide the highest satisfaction to customers. Hereby, the research on factors affecting the bus service quality is a very urgent work. With the aim of achieving that significance, the author chose the thesis topic: “Assessing The Service Quality of Public Passenger Transport by Bus in Ho Chi Minh city” (by the customer satisfaction factor).
Based on the survey data, the author used the exploratory factor analysis (EFA) to assess the factors affecting the quality of bus service and clients using the bus. Research results show that in the five general factors (reliability, security, competence, access, tangibles), the tangibles factor (bus condition and facilities) is the strongest factor that affects the level of customer satisfaction. Other factors also have influences, but the level of impact is less. Therefore, the Ministry of Transportation and other ministries, departments related to public transport service (like bus service) should have a specific and comprehensive look at the process of providing bus service to the public. This is the fundamental solution to bring satisfaction to our customers using this vehicle.
Appears in Collections:[金融與風險管理系(所)] 博碩士論文

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