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SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives

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dc.contributor.author Sam, E.F.
dc.contributor.author Hamidu, O.
dc.contributor.author Daniels, S.
dc.date.accessioned 2019-11-28T09:09:54Z
dc.date.available 2019-11-28T09:09:54Z
dc.date.issued 2018
dc.identifier.other 10.1016/j.cstp.2017.12.004
dc.identifier.uri http://ir.uew.edu.gh/xmlui/handle/123456789/341
dc.description Published in Case Studies on Transport Policy en_US
dc.description.abstract Encouraging public transport use implies the need to make it attractive to commuters through regular service quality evaluation and modification. Understanding user expectations of public transport are thus valuable, and the evaluations/perceptions are a useful way to gauge the performance of the public transport for core users. Using the SERVQUAL methodology, this study sought to analyse the core public bus transport users? service quality expectations and perceptions, and its effect on overall satisfaction with public bus transport services in Kumasi. Surveying more than 100 public transport users, the study results are illustrated in the case of Kumasi and are discussed to guide possible bus service quality improvements in the city. Data were analysed using the paired-samples t-test and standard multiple regression techniques. The study findings revealed vast differences between public bus transport service quality expectations and perceptions and a general dissatisfaction with the bus service delivery in the city. The bus service reliability and responsiveness were key to explaining the bus service quality in the city. On the basis of the study findings and international best practices, a number of recommendations were made for the transport operators and the city officials. en_US
dc.language.iso en en_US
dc.publisher Elsevier Ltd en_US
dc.subject Core users en_US
dc.subject Public bus transport en_US
dc.subject Satisfaction en_US
dc.subject Service quality en_US
dc.title SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives en_US
dc.type Article en_US


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