Evaluation of the quality of passenger transportation services of the company bluebus – star

Abstract:

The quality of services is vital for the performance of organizations; it is the only guarantee of being competitive and efficient. The purpose of this article is to evaluate the quality of services of the passenger transportation company BlueBus-Star. The modified Servqual model is applied, specifically the internal and external customer satisfaction questionnaires. The results show a 25% level of dissatisfaction among internal customers and 38% among external customers, the most affected attributes according to the employees’ criteria are working conditions, communication and salary. For external customers the most affected attributes are tangibility, reliability, responsiveness and empathy. This shows the need to implement improvement actions.

Año de publicación:

2021

Keywords:

• Service quality
• Employee satisfaction
• Transportation quality
• SERVQUAL model
• Customer satisfaction

Fuente:

scopus