Abstract
This study was conducted to assess the status of the quality of public passenger transport services by bus in Hanoi. Data were collected from regular passengers using buses as a means of transportation in the city, including passengers standing at stations, waiting shelters and on vehicles to make trips and students of some universities who use buses as a means of transportation. We employ descriptive statistics and hierarchical analysis to learn about the topic of research. The results indicate that the quality of public transport services by buses in Hanoi, which was judged by passengers quite well. In particular, the safety level, convenience, security and hygiene is up to 70%, which was higher than the highest quality level. Quality of fast level and reliability are low. Keywords: quality of services, public passenger transport, buses, Vietnam. DOI : 10.7176/RJFA/10-13-04 Publication date :July 31 st 2019
Highlights
Currently, most cities in Vietnam are facing the challenges of infrastructure development and management innovation which provide the public passenger transport services (PPT) with the best facilities for people, ensuring sustainable socio-economic development
The number of personal vehicles involved in traffic is too high while the urban transport infrastructure (UT) has not been improved, which has a significant impact on the efficiency and the quality of PPT services in many cities
These studies use the qualitative assessment of PPT service quality from passenger feedback to analyze and recommend solutions to enhance the efficiency of PPT or propose solutions to ensure sustainable transport development in urban area
Summary
Most cities in Vietnam are facing the challenges of infrastructure development and management innovation which provide the public passenger transport services (PPT) with the best facilities for people, ensuring sustainable socio-economic development. Developed according to the model of service quality gap (SERVQUAL, Service Quality), a number of studies have developed a system to assess the quality of PPT service with different number of targets (based on 5 components: reliability, responsiveness, assurance, empathy and tangibility) by many authors such as Benedetto (2012), Doddy (2009), Verma Meghna and colleagues (2013) These studies use the qualitative assessment of PPT service quality from passenger feedback to analyze and recommend solutions to enhance the efficiency of PPT or propose solutions to ensure sustainable transport development in urban area. Focusing on marketing activities of PPT firms, Bodmer and colleagues (2003) based on studies related to sustainable urban development to analyze the relationship between transport service quality and social responsibility of parties involved This relationship raises requirements in improving service quality and complying with environmental and social safety constraints. The number of questionnaires received was 494 votes (accounting for 90%), there were 22 questionares that passengers were not returned (accounting for 4%); 34 passengers doing questionnaires refused to confirm the general information and did not choose a full evaluation (accounting for 6%)
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