Public Transportation and Urban Tourism Transformation: A Case Study of Pantai Indah Kapuk (PIK) Jakarta

Purpose– The purpose of this paper is to test a model of service quality of public land transport services, especially paratransit services.Design/methodology/approach– This study used quantitative approach. Data were collected through a survey method using questionnaire. The respondents of the study are 880 passengers of paratransit services in Indonesia. Exploratory factor analysis and confirmatory factor analysis were performed in order to identify the dimensions of service quality and test the convergent and discriminant validity of the dimensions. Cronbach’sαanalysis was carried out to test the reliability of the dimensions. In addition, criterion-based validity and the stability of the service quality model were also tested.Findings– A model of service quality of public land transport, namely P-TRANSQUAL, was tested. P-TRANSQUAL consists of four dimensions, which are comfort, tangible, personnel, and reliability. The model has been proven to have good validity, reliability, and stability for measuring service quality of paratransit services in Indonesia.Research limitations/implications– This research was carried out in a single developing country, namely Indonesia. Hence, the stability of the model needs to be tested in different cultures.Practical implications– Public transport managers can use P-TRANSQUAL to monitor, measure, and improve the service quality of the public transport they manage.Originality/value– This paper has tested a new model of service quality for public transport services, especially paratransit services.

The article considers the ways of introducing state supervision over the quality of public passenger transport services, in accordance with the provisions of the “National Transport Strategy of Ukraine for the period until 2030”, approved by the Resolution of the Cabinet of Ministers of Ukraine dated December 27, 2024 No. 1550 [1], in order to approximate the requirements of the transport legislation of Ukraine to the requirements of the EU. In accordance with the provisions of the Strategy [1], today the transport industry of Ukraine as a whole satisfies only the basic needs of the population and the economy in terms of volume, but not in quality. The current state of the transport industry does not fully meet the requirements for the effective implementation of Ukraine’s European integration course and the integration of the national transport network into the Trans-European Transport Network. The introduction of state supervision over the quality of public passenger transport services will contribute to the gradual integration of Ukraine into the EU internal market not only by improving the quality of public transport services in transport, but also by effectively implementing administrative reform, combating corruption, transparency of decision-making, clear delineation of functions and distribution of powers between executive authorities and business entities, ensuring the creation of equal conditions for the provision of public transport services transport services. In order to implement effective state supervision over the quality of public passenger transport services, in accordance with the provisions of the Strategy, it is necessary to develop and implement a mechanism of market surveillance (control) over the quality of their provision on the basis of the requirements of standards that establish criteria for the quality of public passenger transport services. State supervision over the quality of public passenger transport services will contribute to the approximation of the requirements of the transport legislation of Ukraine to the requirements of the EU. Keywords: quality, services, public passenger transport, state supervision, national transport strategy, EU, key directions, problems, ways of development.

This paper reports on commuters’ perceptions of bus and mini bus taxi service using an alternate to the most popular and commonly used service quality (SERVQUAL) instrument, namely The regional estuarine and coastal systems of the Americas (RECSA). From face-to-face interviews using a structured questionnaire to survey a convenience sample of 690 commuters at specifically selected mini-bus taxi and bus ranks using a commuter intercept survey, it was ascertained that overall the perceived quality of public bus transport services exceeded that of minibus taxis, despite the minibus taxis being the dominant mode of public transport. All the RECSA dimensions of transport service quality influenced the respondents’ perception of public bus service quality, whereas only three, namely reliability, affordability and extent of the service, influenced their perception of the minibus taxis service quality. To improve public road transport service quality, service providers should among others, implement scheduling systems to improve the punctuality of the service, invest in communication systems, introduce a comfort rating system, improve the arrival times at destinations and reduce journey length. They should also improve the condition of the minibus taxi shelters, increase the frequency of the service on certain routes especially during peak periods on weekdays, take commuters closer to their destination through modal integration and elimination of transfers, improve commuter safety, more especially by changing driver behaviour through focused safety and driver training programmes, and improve affordability and provide value for money service. The findings could also serve to inform public transport policy makers and providers, since a public transportation model and policy based on improving the perceived service dimensions is likely to increase the demand for public bus and minibus taxi transport and, reduce the use of private motor cars, thereby addressing the public road transport conundrum in Johannesburg in particular, and South Africa in general. Key words: Public transport service, minibus taxi service, public bus service transport service quality.

This paper reports a study of the main principles for the formation of public passenger transport service quality standards. The object of the research is public passenger transport services. The task of the study is the development of conceptual foundations for the formation of quality standards using modern innovative technologies. It has been established that the main factor in achieving the quality of public passenger transport services is taking into account innovative technologies and compliance with the criteria and norms of EU standards. Features in the functioning of public passenger transport in the world have been studied, including the use of information platforms for tracking the movement of transport routes, Internet applications, ensuring safety and compliance with environmental requirements. The criteria that serve as indicators of improving the efficiency of the quality of services have been defined, among the main ones are the availability of transportation, comfort, frequency of traffic, and waiting time, quality of service, as well as safety. A system of forming the quality of public passenger transport services has been proposed, which involves determining the needs and requirements of consumers of public passenger transport services, ensures the development of measures to improve the quality of services and their certification. A comprehensive approach to the formation of the quality of public passenger transport services based on the introduction of innovative technologies has been formed, which could make it possible to determine the level of their innovative development, as well as ways to improve it. This approach takes into account the relationship between implemented measures, measuring the level of service quality and the distribution of obligations to ensure the level of services determined by quality criteria. This makes it possible to determine the required level of quality of public passenger transport services and to form a relationship between the level of innovative technologies and the stages of the approach. The practical significance of the results is the design of tools that would ensure the improvement of the quality of public passenger transport services.

IntroductionPublic transport systems provide essential mobility service to citizens who do not have access to private cars. Public transport also plays a significant role in minimizing road congestions, air pollution, journey time and energy consumption. Public transport service quality need efficient strategic plans to be able to increase user’s satisfaction and attract non-user’s.ObjectivesTo achieve this target, a combined model of the Analytic Hierarchy Process (AHP) with Multi Objective Optimization Method by Ratio Analysis (MOORA) based on grey optimization has been adopted, as a case study, the public bus transport system in Budapest, Hungary has been opted.MethodsThe weight scores of the evaluation criteria are conducted based on transport experts' assessments. When the studies in the literature are reviewed, it is observed that the success of the MOORA technique about decision making is remarkable. Also, there is not an agreed and validated grey MOORA technique in the literature. Thus, an integrated grey AHP and grey MOORA technique is proposed in this study to evaluate the public transport service quality. Grey based multi-criteria decision making methods are very useful to decrease the subjectivity of the decision makers.ResultsThe importance of criteria has been computed by conducting grey AHP approach while the alternatives that have been preferred mostly within the certain criteria have been estimated by adopting grey MOORA method. Finally, the findings of the proposed model shed the light on “Provide new buses” as the most desired alternative for developing the service quality of public bus transport in Budapest.ConclusionThe proposed model provides reliable and robust results for improving public transport service quality. The local government representatives in Budapest may use the obtained results in their future strategic plans for developing public bus transport system.

Exploring the mechanism that influences the choice of urban public travel mode is an important policy research topic that can promote urban residents’ pro-environment travel (PET) behaviour and relieve the pressure on urban traffic and environmental problems. By expanding the theory of planned behaviour by considering the effects of the quality of public transport service and individual behaviour, this paper establishes a mixed PET behaviour model. Grounded theory is used to analyse data obtained from in-depth interviews, with the aim of determining the relationships among different attributes of the quality of public transport service and PET. An empirical examination in the form of a questionnaire was conducted in Changsha, China, to obtain the intensity and mechanism of various factors influencing pro-environment behaviour decision-making. The results reveal three new pieces of information. First, the influence of many psychological variables (except subjective norms) is consistent with the prediction results of the theory of planned behaviour (TPB), and the predictions of the model are accurate. More specifically, intention (0.535) and habit (0.354) are key factors in PET behaviour, while attitude (0.527) has the most significant effect on intention towards PET behaviour. Second, the perceived service quality of public transport has a direct and significant impact on intention towards PET behaviour. Satisfaction with public transport service quality exerts a mediating effect on perceived service quality and PET behaviour. More specifically, operation and management (0.808) and vehicle environment (0.809) have the most important influence on intention towards PET behaviour. Last but not least, the extent of the influence of PET behaviour varies based on travellers’ demographic characteristics. The driving age, income and ownership of private cars show the greatest impact. The perceived service quality of public transport and travellers’ social and economic characteristics all play roles in the psychology of travel decisions, and are associated with PET behaviour on several distinct levels. From the perspectives of passenger psychology, public transport service quality and personal attributes of passengers, this paper provides a scientific basis for decision-making in transportation systems and the formulation of traffic intervention strategies to promote voluntary public reductions in carbon-intensive travel behaviour.

The operation of public transportation is a public service. Nepal's only cooperative public transportation system is Sajha Yatayat. Additionally, many public transportation options are operated by private companies. Kathmandu is the capital of Nepal; hence the population and public transportation are under significant strain. Therefore, this location was chosen for the research on passengers' satisfaction with the service quality of public transportation. The survey issued 80 questionnaires to riders of public transportation. 52 surveys were returned. Forty of the samples were valid for analysis. 26 passengers (65%) said that evening and nighttime access to public transportation was extremely limited. In addition, 16 (40%) of respondents felt uneasy riding in public transportation. Similarly, 27 (67.5%) respondents noted poor hygiene, and 22 (55%), dangerous public transportation. However, the majority of passengers are dissatisfied with the accessibility, comfort, cleanliness, and safety of public transportation. Only the transportation fare provides satisfaction to passengers. In order to increase passenger happiness, the relevant authority should be accountable for enhancing the service quality of public transportation.

This paper first proposes scales to evaluate customers’ perceived service quality in public transport then identifies the demographic characteristic factors that may influence customer perceived service quality, as well as identifies any customer perception differences between the subcategories. The manager interview and random sampling method were used to survey 288 consumers of public transport buses. Exploratory and confirmatory factor analyses were used to confirm the scale validity. Thereafter, structural equation modeling, Mann–Whitney U and Kruskal–Wallis tests were used to assess the causal paths and service quality perceptions differences among the subgroups. The three dimensions of functional, convenience and physical environment quality were confirmed as underlying factors to assess customer perceived quality in a public transport setting. Age and owning a driver’s license are factors that directly and positively affect service quality, whereas education was negatively related to perceived quality. In contrast, relationships between being a car user, gender and perceived quality were not supported. The results also showed that younger commuters appear to have lower perceptions of service quality compared to adults. However, the current study does suggest that people with a university education and above may be a better audience for advertising appeals focused on one of these three significant dimensions of service quality. This study adds theoretical knowledge on how to accurately assess opinions of customers’ perception of service quality in public transport services, as well as how to provide sufficient insight on the direct role of demographic characteristics on customers’ perceived service quality.

This paper aims to assess the quality of public road transport service provided by concessionary companies in the municipality of Belém do Pará, the largest Amazon metropolis, considering the dimensions proposed by the current theory of the SERVQUAL Model, and analyze in which dimensions the greatest gaps between expected services and services rendered occur. Data were obtained through the application of 420 forms, whose respondents belong to the population of public road transport users in the municipality and the results of perceptions and expectations obtained in the survey were compared to reach a parameter (gap) for each of the questions. It was found that the quality level of public transport in Belém of Pará is below the expected by users based on the results obtained in the survey. In all five categories analyzed, it was found that the real perception these services is lower than expected, which means that the quality of public transport services is unsatisfactory for those who use public transport in Belém and especially with the worst rate analyzed being associated with courtesy, respect for users and the idea that the employee is interested in the best for the customer. The article empirically contributes to the finding that, despite the vast knowledge of the science of quality management, the practice does not follow the standards and, from a methodological point of view, the adapted SERVQUAL method proves to be effective for conducting the analyses.

Public transportation in the city of Denpasar reached its peak in the 1990s with the latest fleet being minibus-type public passenger cars with a capacity of 8-10 people. Along with the pace of motorization and ease of buying cars and motorbikes, there can be an increase in private vehicle ownership in the community. The interest of the people in Denpasar City's use of public transportation has decreased significantly. The community can finally feel and have perceptions about the difference between the advantages of using private vehicles and the quality of public transportation services. The purpose of this study was to explore public perceptions of the quality of public transport services, by distributing 400 questionnaires in all sub-districts of Denpasar City. Data on respondents' perceptions were analyzed using structural equation modeling (SEM). Based on the results of the analysis, there are seven indicators that shape people's perceptions of the quality of public transport, namely: small fleet availability, long waiting and travel times, less convenience, irregular time headway, low frequency of arrivals, and accessibility. The reduced availability of public transport is caused by long waiting times and low frequency of arrivals. Low accessibility due to long travel time. Thus, the quality of services like this in the community makes the use of public transportation in the city of Denpasar decreased.

Urban public transport plays a critical role in stimulating economic development of any nation since most of the revenues come from cities. The majority of the city dwellers of any country use public transport. The evaluation of public transport service quality provides a valuable feedback to commuter operators to ensure continuous improvement of level of service and to the government to take appropriate measures for enhancing the quality of public transport service. This paper analyses and evaluates service quality of Road Public Transport (RPT) (i.e. minibuses and buses) and Urban Rail Transport (URT) in Dar es Salaam City, Tanzania. Since service quality and its attributes are intangible and vague, a fuzzy evaluation model is developed and applied. The formulated model is composed of Fuzzy Entropy Method (FEM) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). The overall evaluation procedure is as follows: initially, an intensive literature search and experts’ opinions are employed to establish criteria for evaluating the service quality of public transport in Dar es Salaam City. The developed FEM is used to obtain criteria weight. Lastly, the formulated TOPSIS is used to provide an overall ranking of urban public transport service quality. The overall evaluation shows that urban rail transport outperforms road public transport in terms of service quality. Nevertheless, the urban rail transport service in Dar es Salaam City is currently not well developed as it is provided on very limited routes. Thus, the Tanzania government, the rail transport operator i.e. Tanzania Railway Limited (TRL) and the agency responsible for the provision of rail infrastructure i.e. Reli Assets Holding Company (RAHCO) are advised to design and employ Public-Private-Partnership (PPP) schemes i.e. concession contracts to invest more in rolling stocks, locomotives and rail wagons so that the rail transport service is available on many routes of the road public transport to bring fair competition between the two operators.

SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives

This paper examines the attitudes of residents’ toward the quality of existing public transport and it is based on travel mode usage for job-based journeys. The hypothesis tested was that one of the important factors for car usage is a lower evaluation of the quality of public transport services by car users compared to users of alternative means of transport. The case study is based on data gathered from a survey performed in the city of Parnu, Estonia. The Chi Square test (α= 0.05) was used to determine socio-demographic differences between different mode user groups. Mean values of non discrete parameters were compared using the t-test. The authors grouped the statements about public transport quality based on the results of factor analysis and checked them against differences between different groups using the correlation analysis. The quality aspects considered for public transport quality evaluation were: public transport reliability, security, frequency, times of operation, schedule and routes, public transport cost as well as the preference of car usage or walking. The results of the analysis show that overall satisfaction with the quality of the public transport service was high or very high. The opinion of the car user group correlated highly only with preference of car usage. Thus the hypothesis was confirmed partly as car users prefer this mode of transport because of its higher comfort, and they also value the greater independence that a private car can give. The results confirmed the findings of many previous studies investigating the reasons for car usage, although some studies have also pointed out critical attitudes towards the reliability and connection speed of public transport.

The volume of mobility flows are increasing day by day and the condition of the number of people using private transport modes contribute to traffic congestion. With the limited capacity of the road, one of the alternatives solution to reduce congestion is to optimize the use of public transport. The purposes of this study are to determine the factors that influence user’s satisfaction on the quality of public bus transportation service and determine variables that became identifier on the dominant factor affecting user’s satisfaction. The study was conducted for the public bus transportation between districts in the province of Bali, which is among the eight regencies and one municipality, using a questionnaire as a data collection instrument. Service variables determinant of user’s satisfaction in this study, described in 25 questions, which were analyzed using factor analysis. The results showed there were six factors that explain the satisfaction of users of public transport in Bali, with a total diversity of data that can be parsed by 61.436%. These factors are: Safety and comfort, Responsiveness, Capacity, Tangible, Safety, Reliability. The dominant factor affecting public transport user satisfaction is the safety and comfort, with the most influential variable is feeling concerned about the personal safety of users when on the bus.

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