Importance performance analysis for evaluating city bus service quality in Addis Ababa, Ethiopia
Document Type
Journal Article
Publication Date
2022
Subject Area
mode - bus, mode - mass transit, operations - performance, place - africa, planning - service improvement, planning - service quality, planning - surveys, ridership - perceptions
Keywords
Public transport, service quality, Importance Performance Analysis
Abstract
Public bus transport service operators play a significant role in delivering residents’ mass transit services in cities. Thus, measuring their service performance is very important to know their strengths and weaknesses; meet residents’ rapidly growing mobility needs, and provide quality services. This study aims to assess the service quality of public buses in Addis Ababa, emphasizing on Importance-Performance Analysis model. A questionnaire consisting of thirty-one service quality attributes was used using a seven-point Likert scale. A face-to-face survey was conducted with 500 conveniently selected respondents to grasp passengers’ expectations and perceptions of public buses’ service quality in the city. Hence, based on Importance Performance Analysis, Customer Satisfaction Index, and level of Conformity analysis, 58.1% of the attributes are found under concentrate here and low priority quadrant. Therefore, the study suggests transit service operators and concerned stakeholders should provide urgent attention and allocate their resources to these attributes to improve the quality of service and enhance customer satisfaction with delivered services.
Rights
Permission to publish the abstract has been given by Taylor&Francis, copyright remains with them.
Recommended Citation
Girma, M., Woldetensae, B., Nuriye, G., & Lika, T. (2022). Importance performance analysis for evaluating city bus service quality in Addis Ababa, Ethiopia. Urban, Planning and Transport Research, Vol. 10(1), pp. 451-465.
