Perceived Service Quality of Public Transport

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  • Topic: Transport in Singapore, Mass Rapid Transit, Quality of service
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AB213: RESEARCH METHODS
Nanyang Technological University|
Nanyang Business School|
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A Research OnPerceived Service Quality of Public Transport(PART I)| Prepared For:Dr. Sunanda SangwanPrepared By:Ng Choon Heong 081296K05Ng Shi Hui 081047L05Yojit N Govindani 081479G05 Tutorial group: 7Project group: 125 September 2009|

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ABSTRACT

This report begins with an explanation of the current situation which leads to the formulation of the research problem, which is to conduct a research on the perceived service quality of public transport. The current situation, as revealed through secondary research, includes the increase in resident population, average daily ridership, economic condition, aging population and the strategic aim of the government. Literature review is undertaken subsequently, which yielded further insights into the determinants of perceived service quality of public transport. These determinants include physical environment, convenience and fares. Our group will examine how these determinants are likely to contribute to the perceived service quality of public transport. A conceptual framework which shows all the hypotheses to be tested in this research is included at the end of the report. Following our research findings to be presented in Part 2 of the report, we will make recommendations with regard to quality improvement of public transport so as to achieve our research objective.

LIST OF TABLES AND FIGURES
Figure 1.1: Resident Population1
Table 1.1: Average Daily Ridership (‘000 passenger-trips)2
Figure 1.2: Old Age Support Ratio3
Table 1.2: Gross Domestic Product (GDP) of Singapore4
Table 2: SMRT Network Capacity12
Figure 2: Conceptual Framework13

CONTENTS
ABSTRACTi
LIST OF TABLES AND FIGURESii
CONTENTSiii
CHAPTER 1: INTRODUCTION1
1.1Research Problem1
1.2Research Objectives6
CHAPTER 2: LITERATURE REVIEW7
2.1Physical Environment7
2.1.1Crowd Management8
2.1.2Cleanliness8
2.1.3Passenger Courtesy9
2.2Convenience10
2.2.1Frequency10
2.2.2Routes11
2.3Fares11
2.4Interfering Variables12
2.5Conceptual Framework13
BIBLIOGRAPY14

A Research On
Perceived Service Quality of
Public Transport

CHAPTER 1: INTRODUCTION
1.1Research Problem
The idea of an efficient public transport system has many different meanings in different regions of the world. In the developing countries, efficiency could be simply in the form of ferrying people to their destination. In developed countries like Singapore, it takes on several other complex issues in the form of customer convenience and service standards. With a changing demographic and lifestyle patterns in the Singapore society, there is a need to serve diversified travel needs (Beirão and Cabrala, 2007). Two current demographic trends include an increase in resident population and an aging population (Singapore Statistics, 2008).

Increase in Resident Population & Average Daily Ridership Figure 1.1 shows an 11.28% increase in Resident Population from 2,013,600 in 1970 to 3,642,700 in 2008. Figure 1.1: Resident Population |

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Source: Singapore Statistics, 2008
The increase in resident population exerts additional pressure on transport infrastructure (Murray, 2001). Moreover, average daily ridership as shown in Table 1.1 for MRT has increased over the years from 2004 (709,000 passenger-trips) to 2008 (1,720,000 passenger-trips). On the other hand, average daily ridership for bus has increased since year 2006 (2,853,000 passenger-trips) after a period of decline between 2001 and 2005. The average daily ridership for taxi, however, has declined at the start of year 2006 (945,000 passenger-trips). This decline coincided with the start of the slowdown in real GDP growth in 2006 as shown in Table 1.2 (p. 4).

Table 1.1: Average Daily Ridership (‘000 passenger-trips)
Year | MRT| % Change (MRT)| Bus| % Change (Bus)|...
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