Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation

Kokku Randheer, Ahmed A. AL-Motawa, Prince Vijay. J


In the current scenario of globalization, public transportation services (PTS) need to introspect sensitivity
towards the quality of services offered. In this context, this study examined the commuters’ perception on
service quality offered by the public transport services of twin cities of Hyderabad and Secunderabad, India. The
SERVQUAL scale is administered to measure the commuter’s perception on service quality. A survey was
conducted among the commuters who were regularly availing public transport services for travelling. A random
sample of 534 respondents were taken for data collection, among them 512 were finalized for final analysis. The
study concluded that the service quality delivery meets the perception of commuters. In general, people of twin
cities of Hyderabad and Secunderabad are benefited with the service quality delivery by public transport services.
This paper brings out a service quality image which can be adopted by other cities whose population depends on
public transportation services.

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International Journal of Marketing Studies  ISSN 1918-719X(Print) ISSN 1918-7203(Online)

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