Service quality in Singapore bus service

• Main Authors: Ang, Hui Shan, Zhang, Liyao, Goh, Robin Jin Quan
• Other Authors: Wu, Yuan
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/10154
• Institution: Nanyang Technological University

This study investigates certain aspects of public bus service quality level in Singapore. Firstly, the research seeks to determine the public perception of the current service standards being provided by bus operators. Using the SERVQUAL model, individual service dimensions and variables are then ranked accordingly to the 333 respondents’ ratings in a survey questionnaire. The results show that Singapore public bus operators are not performing up to expectations, especially so in terms of delivering the expected level of reliability and assurance of an excellent public transportation to commuters. The second aspect seeks to investigate the findings of past researches and this research with regards to factors influencing commuters’ perceptions of public bus service quality. In addition to this, research is performed on the adoption of possible features and improvements from foreign bus systems into the Singapore’s system. This research further incorporates the views of SMRT Buses Ltd to achieve a comprehensive outlook of Singapore’s public bus service quality. The understanding of the aspects lacking in Singapore bus service system and commuters’ most desired improvements would aid bus operating companies to formulate and implement strategies to enhance the level of service quality.