...
  • 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Benchmarking >Factors that influence the quality of services provided by the bus rapid transit system: A look for user's perception
【24h】

Factors that influence the quality of services provided by the bus rapid transit system: A look for user's perception

机译：影响公交快速交通系统提供的服务质量的因素：寻求用户的感知

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Purpose - This study analyses the factors that can influence the quality of service provided by the bus rapid transit (BRT) system in the state of Pernambuco. It is incipient, considering that the system was implemented in this state in 2014 to the World cup. In this context, the purpose of this paper is to identify the factors considered important for the services provided by this system and their impact on perceived quality. Design/methodology/approach - The authors analyzed the data using exploratory factorial analysis, and linear and quantile regression techniques. Regarding the classification, this research is applied, exploratory, descriptive and in the form of a case study describing the situation experienced by the users of BRT in Pernambuco. Findings - The results showed that it was possible to identify five factors that impact the level of satisfaction of the offered services: fluency in the provision of the service; staff training; physical conditions in the provision of the service; convenience/accessibility; and integration between transport lines. Originality/value - With initial identification, factors 1, 3, 4 and 5 have been found to have an impact on overall service quality in a positive and statistically significant way. Factors 3 and 4 have a different impact with high- and low-quality standard perceived by users, and these should be the guiding elements by companies in establishing actions to improve the services offered.
机译：目的-这项研究分析了可能影响伯南布哥州公交快速运输（BRT）系统提供的服务质量的因素。考虑到该系统已于2014年世界杯足球赛在该州实施，因此尚处于起步阶段。在这种情况下，本文的目的是确定认为对该系统提供的服务重要的因素及其对感知质量的影响。设计/方法/方法-作者使用探索性因子分析以及线性和分位数回归技术分析了数据。关于分类，本研究是应用性，探索性，描述性的，并以案例研究的形式描述了伯南布哥BRT用户所经历的情况。调查结果-结果表明，有可能找出影响所提供服务满意度的五个因素：服务提供的流畅性；员工培训;提供服务时的身体状况；便利/可及性;和运输线之间的整合。原创性/价值-通过初步识别，发现因素1、3、4和5以积极且具有统计意义的方式对整体服务质量产生影响。因素3和4对用户认为的高品质和低品质标准具有不同的影响，这些因素应成为公司制定行动以改善所提供服务的指导要素。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号