Analysing the service quality of city bus services through Servqual approach : a case of Surat (Softcopy is also available) (Record no. 69968)
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| 000 -LEADER | |
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| fixed length control field | 02991nam a2200181Ia 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 110103s9999||||xx |||||||||||||| ||und|| |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | P TH-2648 |
| Item number | CHO |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Chourasiya, Vasuk (PUT20391) |
| 245 ## - TITLE STATEMENT | |
| Title | Analysing the service quality of city bus services through Servqual approach : a case of Surat (Softcopy is also available) |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Date of publication, distribution, etc | 2022 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | ix,88p. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Contents<br/>Undertaking i<br/>Acknowledgments v<br/>Abstract vii<br/>Table of contents ix<br/>List of figures xiii<br/>List of tables ix<br/>1 Introduction 1<br/>1.1 Background of the Study 1<br/>1.2 Problem Statement 2<br/>1.3 What is Service Quality? 3<br/>1.4 Research Need 3<br/>1.5 Aim of the Study 4<br/>1.6 Objectives of the Study 4<br/>1.7 Research Approach 4<br/>1.8 Research Methodology 6<br/>1.9 Scope 7<br/>1.10 Limitations 7<br/>2 Literature Review 9<br/>2.1 Service Quality Concept 9<br/>2.2 SERVQUAL Model / GAP Model 9<br/>2.2.1 Determinants of the Service Quality by SERVQUAL (1985) 12<br/>2.3 Derived Importance Methods 13<br/>2.3.1 Factor Analysis 13<br/>2.3.2 Exploratory Factor Analysis 14<br/>2.3.3 Reliability Test 15<br/>2.4 Previous studies 15<br/>3 Study Area Profile - Surat 19<br/>3.1 About Surat 19<br/>3.2 Geographical Location 20<br/>3.3 Socio-Demographic Profile 21<br/>3.4 Economic Profile 21<br/>3.5 TransportationinSurat. 21<br/>3.6 Public Transit in Surat (Mass Transit) 22<br/>3.6.1 Surat BRTS 23<br/>3.6.2 City Bus Services 23<br/>3.6.3 High Mobility Corridor 23<br/>3.6.4 Operators running the city bus services under the Sitilink 24<br/>3.6.5 Ridership of the bus services 24<br/>4 Data Collection & Primary Survey 25<br/>4.1 Questionnaire Formulation 26<br/>4.2 Secondary Data 28<br/>4.3 Primary Data 28<br/>4.3.1 Survey Routes Selection 28<br/>4.4 Survey Responses Characteristics 32<br/>5 Data Analysis 33<br/>5.1 Travel Characteristics Analysis 33<br/>5.2 Evaluation Approach 36<br/>5.3 Data Preparation 38<br/>5.4 Overall Service Quality 38<br/>5.5 Service Quality Perception 39<br/>5.6 Service Quality Expectation 41<br/>5.7 SERVQUAL Gap Analysis 44<br/>6 Applicability of SERVQUAL method 47<br/>6.1 Exploratory Factor Analysis – Bus services of Surat 47<br/>6.1.1 Communalities 49<br/>6.1.2 Component Extraction 50<br/>6.1.3 Rotated Component Matrix 52<br/>6.2 Results and Inferences of factor analysis 55<br/>6.2.1 Reliability Analysis for revised dimensions 56<br/>6.3 Influence of socio-economic characteristics on perception 56<br/>6.4 Inferences & Way forward 57<br/>7 Conclusions & Recommendations 61<br/>8 References 63<br/>Appendix 1: Literature Review ................................................................................lix<br/>Appendix 2: Questionnaire Development..............................................................lxiv<br/>Appendix 3: Factor Analysis..................................................................................lxxv<br/>Appendix 4: Gap Analysis.................................................................................. lxxviii<br/><br/> |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Sinha, Shalini (Guide) |
| 890 ## - Country | |
| Country | India |
| 891 ## - Topic | |
| Topic | 2020 Batch |
| 891 ## - Topic | |
| Topic | Faculty of Planning |
| 891 ## - Topic | |
| Topic | FP-PG |
| Withdrawn status | Lost status | Damaged status | Not for loan | Collection code | Withdrawn status | Home library | Current library | Date acquired | Source of acquisition | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
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| Not For Loan | Faculty of Planning | CEPT Library | CEPT Library | 06/10/2022 | Faculty of Planning | P TH-2648 CHO | 024050 | 30/09/2022 | 30/09/2022 | Thesis |