Determining tricycle service quality and satisfaction in the Philippine urban areas: A SERVQUAL approach

Abstract

The tricycle is one of the most essential modes of public transportation in the Philippines. The purpose of this study was to determine factors affecting passenger satisfaction with tricycle services by utilizing the SERVQUAL approach. A total of 654 tricycle passengers answered an online questionnaire that consisted of 62 questions. Several factors such as assurance, empathy, reliability, responsiveness, tangibles, passenger expectations, passenger satisfaction, passenger loyalty, and future intentions were analyzed simultaneously by utilizing Structural Equation Modeling (SEM). SEM indicated that responsiveness was found to be the most significant factor in passenger satisfaction, followed by tangibles, empathy, and passenger satisfaction. Interestingly, assurance and reliability were found not to have significant effects on passenger satisfaction. It could be deduced that passengers utilizing the tricycle as a form of public transportation are mainly concerned about the cleanliness of the tricycle and the driver, getting to their needed destination, reduced travel time, convenience, cheap, and reliable. This study is the first complete study that explored the satisfaction of tricycle users in the Philippines. The findings can be utilized as a theoretical foundation particularly for enhancing the service quality and satisfaction of tricycles as public transportation. In addition, the approach can also be utilized to evaluate other vehicles in other countries.