A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
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.
Highlights SEM was applied to determine the significant factors for passenger's satisfaction and loyalty. Tangible as a variable was found to be the most significant predictor for future intention to utilize tricycle. Responsiveness as a variable was found to have the second highest effect on passenger satisfaction. Passenger loyalty and future intentions were proven to be substantial once passenger satisfaction is achieved. The findings can be theoretical foundations particularly for enhancing the service quality and satisfaction of tricycle
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.
Highlights SEM was applied to determine the significant factors for passenger's satisfaction and loyalty. Tangible as a variable was found to be the most significant predictor for future intention to utilize tricycle. Responsiveness as a variable was found to have the second highest effect on passenger satisfaction. Passenger loyalty and future intentions were proven to be substantial once passenger satisfaction is achieved. The findings can be theoretical foundations particularly for enhancing the service quality and satisfaction of tricycle
Determining tricycle service quality and satisfaction in the Philippine urban areas: A SERVQUAL approach
Ong, Ardvin Kester S. (author) / Prasetyo, Yogi Tri (author) / Lagura, Fae Coleen (author) / Ramos, Rochelle Nicole (author) / Sigua, Keenan Mark (author) / Villas, Jomy Anne (author) / Nadlifatin, Reny (author) / Young, Michael Nayat (author) / Diaz, John Francis T. (author)
Cities ; 137
2023-04-11
Article (Journal)
Electronic Resource
English
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