Service Quality of Amman BRT Based on User's Perceptions: A Structural Equation Modeling Approach

Esraa H. Al-Haj · Shrooq Alamoush · Motasem M. Darwish

9 citations0/0 files storedKSCE Journal of Civil Engineering

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Transportation Planning and Optimization Customer Service Quality and Loyalty Transportation and Mobility Innovations

Abstract

This study aimed to assess the quality of Bus Rapid Transit (BRT) service in a developing country, implementing this service for the first time, based on service users’ perception. A convenience sample of 425 BRT users were surveyed using a structured QR-based survey. Moreover, to avoid sampling bias toward any specific age group or level of education, participants who had limited familiarity with filling out QR-based surveys received individualized assistance. Structural Equation Modelling (SEM) was used to test the proposed model and assess the relationships between the identified factors and the overall perceived quality of the BRT service. BRT users reported a positive perception of the quality of the service, with over 53% expressing satisfaction. Moreover, 63% and 67% reported feeling safe on the bus and bus stations, respectively. Furthermore, 71% reported appropriate service hours, while over 65% reported adequate frequency. Besides, 62% indicated the availability of services (comfortability) in bus stations. The SEM results indicated accessibility and operational, and safety are essential for predicting the quality of the Amman BRT service. The model goodness fit results indicated a good fit to the data and a reliable factor loadings, where χ 2 /d.f = 3.513, Root Mean Squared Error (RMSEA) = 0.079, Standardized Root Mean Square Residual (SRMR) = 0.057, Comparative Fit Index (CFI) = 0.905, and Tucker-Lewis Index (TLI) = 0.8. These findings highlighted the users related quality factors. Furthermore, the results showed that 80% of the users are student universities within the age group of 18–24, which indicates the need to promote using BRT across other age groups and sectors.

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References

1992Alternative Ways of Assessing Model Fit 1994Testing Structural Equation Models.2006Reporting Structural Equation Modeling and Confirmatory Factor Analysis Results: A Review 1982An Investigation into the Determinants of Customer Satisfaction 2010Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement 2012Quality attributes of public transport that attract car users: A research review 2010The quality of service desired by public transport users 2007Service Quality Attributes Affecting Customer Satisfaction for Bus Transit

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