Perceived Service Quality of Public Transport
AB213: RESEARCH METHODS Nanyang Technological University | Nanyang Business School | | A Research OnPerceived Service Quality of Public Transport(PART I) | Prepared For:Dr. Sunanda SangwanPrepared By:Ng Choon Heong 081296K05Ng Shi Hui 081047L05Yojit N Govindani 081479G05 Tutorial group: 7Project group: 125 September 2009 | |
ABSTRACT
This report begins with an explanation of the current situation which leads to the formulation of the research problem, which is to conduct a research on the perceived service quality of public transport.
The current situation, as revealed through secondary research, includes the increase in resident population, average daily ridership, economic condition, aging population and the strategic aim of the government.
Literature review is undertaken subsequently, which yielded further insights into the determinants of perceived service quality of public transport.
These determinants include physical environment, convenience and fares. Our group will examine how these determinants are likely to contribute to the perceived service quality of public transport.
A conceptual framework which shows all the hypotheses to be tested in this research is included at the end of the report.
Following our research findings to be presented in Part 2 of the report, we will make recommendations with regard to quality improvement of public transport so as to achieve our research objective.
LIST OF TABLES AND FIGURES Figure 1.1: Resident Population 1 Table 1.1: Average Daily Ridership (‘000 passenger-trips) 2 Figure 1.2: Old Age Support Ratio 3 Table 1.2: Gross Domestic Product (GDP) of Singapore 4 Table 2: SMRT Network Capacity 12 Figure 2: Conceptual Framework 13
CONTENTS ABSTRACT i LIST OF TABLES AND FIGURES ii CONTENTS iii CHAPTER 1: INTRODUCTION 1 1.1 Research Problem 1 1.2 Research Objectives 6 CHAPTER 2: LITERATURE REVIEW 7 2.1 Physical Environment 7 2.1.1 Crowd
ABSTRACT
This report begins with an explanation of the current situation which leads to the formulation of the research problem, which is to conduct a research on the perceived service quality of public transport.
The current situation, as revealed through secondary research, includes the increase in resident population, average daily ridership, economic condition, aging population and the strategic aim of the government.
Literature review is undertaken subsequently, which yielded further insights into the determinants of perceived service quality of public transport.
These determinants include physical environment, convenience and fares. Our group will examine how these determinants are likely to contribute to the perceived service quality of public transport.
A conceptual framework which shows all the hypotheses to be tested in this research is included at the end of the report.
Following our research findings to be presented in Part 2 of the report, we will make recommendations with regard to quality improvement of public transport so as to achieve our research objective.
LIST OF TABLES AND FIGURES Figure 1.1: Resident Population 1 Table 1.1: Average Daily Ridership (‘000 passenger-trips) 2 Figure 1.2: Old Age Support Ratio 3 Table 1.2: Gross Domestic Product (GDP) of Singapore 4 Table 2: SMRT Network Capacity 12 Figure 2: Conceptual Framework 13
CONTENTS ABSTRACT i LIST OF TABLES AND FIGURES ii CONTENTS iii CHAPTER 1: INTRODUCTION 1 1.1 Research Problem 1 1.2 Research Objectives 6 CHAPTER 2: LITERATURE REVIEW 7 2.1 Physical Environment 7 2.1.1 Crowd