Abstract
This paper aims to propose and test an extended P-Transqual public transport (PT) passengers’ perceived service quality (PSQ) model. Furthermore, this paper also investigated the contribution of each dimension of the model on overall PSQ. The research used a quantitative approach. A survey was conducted to collect data. The respondents are 177 PT passengers, which are not only paratransit passengers but also minibus passengers, bus passengers, commuter rail passengers, bus rapid transit passengers, mini-taxi with three wheels passengers, and taxi passengers. CFA, SEM, and Cronbach Alpha analysis were employed. The research results show that our proposed model has good goodness of fit, validity, and reliability. Furthermore, it is also found that personnel, tangible, and comfort significantly influence PT passengers’ overall perceived service quality. Personnel dimension has the largest effect on PT passengers’ overall PSQ. However, reliability does not affect PT passengers’ overall PSQ significantly.
Published Version
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