000			03362nam a2200157Ia 4500
008			180516s9999||||xx |||||||||||||| ||und||
082			_aP TH-2178 _bANN
100			_aAnnem, Sri Navya
245		0	_aAnalysing the quality of public transport using SERVQUAL : a case of Surat (Also available on CD)
260			_c2017
300			_aiii,xii,116p.,CD-ROM
505			_aCONTENTS ACKNOWLEDGEMENT i EXECUTIVE SUMMARY ii 1 RESEARCH PROPOSAL 2 1.1 BACKGROUND 2 1.2 SIGNIFICANCE OF THE STUDY 3 1.3 RESEARCH QUESTION 3 1.4 AIM 3 1.5 OBJECTIVES 3 1.6 CONCEPTUAL FRAMEWORK 4 1.7 SCOPE OF THE STUDY 5 1.8 LIMITATIONS OF THE STUDY 5 2 LITERATURE REVIEW 7 2.1 INTRODUCTION 7 2.2 QUALITY PERCEPTIONS OF PUBLIC TRANSIT 7 2.3 MEASURING TRANSIT QUALITY: 7 2.3.1 PERSPECTIVES OF QUALITY MEASURES: 8 2.4 QUALITY DIMENSIONS: 9 2.5 SERVQUAL APPROACH: 10 2.5.1 SERVQUAL DIMENSIONS: 10 2.5.2 SERVQUAL GAP MODEL 11 2.5.3 APPLICATIONS IN TRANSPORTATION SECTOR: 13 2.5.4 CONCERNS REGARDING SERVQUAL APPROACH: 14 2.6 IMPORTANCE – PERFORMANCE ANALYSIS 17 2.7 INFERENCES 18 3 STUDY AREA PROFILE 21 3.1 INTRODUCTION 21 3.2 GEOGRAPHICAL LOCATION 21 3.3 SOCIO-DEMOGRAPHIC PROFILE 22 3.4 ECONOMIC PROFILE 22 3.5 TRANSPORTATION SYSTEMS IN THE CITY 22 3.6 PUBLIC TRANSIT IN THE CITY 23 3.6.1 SURAT BUS RAPID TRANSIT SYSTEM 24 4 RESEARCH FRAMEWORK 27 4.1 MODIFIED SERVQUAL MODEL 27 4.2 METHODOLOGY 28 5 DATA COLLECTION 31 5.1 QUESTIONNAIRE FORMULATION & PILOT SURVEY 31 5.2 SAMPLING STRATERGY 32 5.2.1 ROUTE SELECTION 33 5.2.2 SAMPLE SIZE 33 5.3 SURVEYED SAMPLE CHARACTERISTICS 34 6 ANALYSIS I: PERCEPTIONS OF PUBLIC TRANSIT PERFORMANCE QUALITY AND IMPORTANCE 37 6.1 OVERALL PERFORMANCE QUALITY PERCEPTIONS 37 6.2 PERCEPTIONS OF BUS RAPID TRANSIT SYSTEM 38 6.2.1 PERCEPTIONS OF PERFORMANCE QUALITY 38 6.2.2 PERCEPTIONS OF IMPORTANCE 40 6.2.3 SERVQUAL GAP MODEL 42 6.3 PERCEPTIONS OF SITILINK AND RAINBOW CITY BUS SERVICES 44 6.3.1 PERCEPTIONS OF PERFORMANCE QUALITY 44 6.3.2 PERCEPTIONS OF IMPORTANCE 47 6.4 COMPARISIONS FROM SERVQUAL GAP MODEL 49 6.5 IMPORTANCE-PERFORMANCE ANALYSIS 51 6.5.1 IMPORTANCE PERFORMANCE ANALYSIS BASED ON QUALITY ATTRIBUTES 51 6.5.2 IMPORTANCE PERFORMANCE ANALYSIS BASED ON SERVQUAL DIMENSIONS 59 7 DERIVED IMPORTANCE METHODS 64 7.1 FACTOR ANALYSIS 64 7.1.1 EXPLORATORY FACTOR ANALYSIS 65 7.2 STRUCTURAL EQUATION MODELLING 66 8 ANALYSIS II: DETERMING THE APPLICABILITY OF SERVQUAL DIMENSIONS 68 8.1 EXPLORATORY FACTOR ANALYSIS 68 8.1.1 EXPLORATORY FACTOR ANALYSIS - BRTS 68 8.1.2 EXPLORATORY FACTOR ANALYSIS – SITILINK CITY BUS 72 8.1.3 EXPLORATORY FACTOR ANALYSIS – RAINBOW CITY BUS 74 8.2 DERIVED DIMENSIONS 76 8.3 STRUCTURAL EQUATION MODELLING 77 8.3.1 CONFIRMATORY FACTOR ANALYSIS 77 8.3.2 MEASUREMENT MODEL (PATH ANALYSIS) 77 8.4 PERFORMANCE QUALITY PERCEPTIONS BASED ON DERIVED DIMENSIONS 82 8.4.1 IMPORTANCE-PERFORMANCE ANALYSIS ON DERIVED DIMENSIONS 85 9 CONCLUSIONS & RECOMMENDATIONS 89 9.1 CONCLUSIONS 89 9.2 RECOMMENDATIONS 90 10 REFERENCES 96 11 ANNEXURES 102 11.1 ANNEXURE-I (Survey Questioner) 102 11.2 ANNEXURE-II 105 11.2.1 PERCEPTION VARIABILITY 105 11.3 ANNEXURE-III (Factor analysis) 110
700			_aSinha, Shalini (Guide)
891			_a2015 Batch
891			_aFP-PG
999			_c52266 _d52266