The Service Quality Evaluation and Improvement on Coach Customers of Coach Terminal

Recent reforms have separated the roles coach terminals and coach operators, with the result that coach companies have essentially become customers of the coach terminals they serve in China. Thus, improving the service quality for coach customers will in turn enhance the competitiveness of coach terminals. Based on the service quality model SERVPERF, this paper sets up a service quality evaluation system which includes 5 dimensions and 18 evaluation indicators. Further, the improved IPA method is applied to evaluate priorities to improve the coach terminal service quality with respect to the needs of coach operators. The proposed methodology is applied to a case study in southwestern China, and is demonstrated to be both practical and informative for station operators seeking to improve and promote quality of service to coach customers.

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• Supplemental Notes:
  • This paper was sponsored by TRB committee AP045 Standing Committee on Intermodal Transfer Facilities. Alternate title: Service Quality Evaluation and Improvement for Coach Customers of Coach Terminal
• Corporate Authors:

  Transportation Research Board

  500 Fifth Street, NW
  Washington, DC  United States  20001
• Authors:
  • Wang, Sheng
  • Wang, Yinhai
  • 0000-0002-4180-5628
  • Fan, Genyao
  • Wu, Bingtao
• Conference:
  • Transportation Research Board 95th Annual Meeting
  • Location: Washington DC, United States
  • Date: 2016-1-10 to 2016-1-14
• Date: 2016

Language

• English

Media Info

• Media Type: Digital/other
• Features: Appendices; Figures; References; Tables;
• Pagination: 12p
• Monograph Title: TRB 95th Annual Meeting Compendium of Papers

Subject/Index Terms

• TRT Terms: Bus terminals; Bus transportation; Case studies; Quality of service
• Identifier Terms: SERVPERF scale
• Geographic Terms: China
• Subject Areas: Planning and Forecasting; Public Transportation; Terminals and Facilities; I72: Traffic and Transport Planning;

Filing Info

• Accession Number: 01589831
• Record Type: Publication
• Report/Paper Numbers: 16-3008
• Files: PRP, TRIS, TRB, ATRI
• Created Date: Feb 4 2016 9:24AM