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Measurement modelling of the perceived service quality of intercity bus terminal

机译：城际巴士总站感知服务质量的测量建模

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摘要

There is a tendency on decreasing effectiveness on the use of intercity bus as result of relocation, this is indicated from passengers' reluctance for transit in the terminal. This research aims to develop monitoring and service evaluation indicators in intercity bus terminal. This research is to test quality of service factors out of 19 indicators. This research is conducted in Makassar Metro Terminal. The data is collected through survey to 350 passengers. Results of Exploratory factor analysis (EFA) classify the indicators into 5 factors, namely: Terminal Performance, Connectivity, Ease of Transfer, Operator Performance, Reliability service. Confirmatory Factor Analysis (CFA) is used to confirm the formed factors. Results of the CFA show that the Connectivity and Ease of Transfer have quite high factor loading each of which is by 0,93 and 0,9 compared to 3 other factors so that two factors are the priority in improving terminal service performance.
机译：由于搬迁，城际巴士的使用效率有降低的趋势，这是由于乘客不愿在终点站过境而表明的。这项研究旨在开发城际巴士总站的监控和服务评估指标。这项研究是为了从19个指标中测试服务质量因素。这项研究是在望加锡地铁站进行的。通过调查收集了350位乘客的数据。探索性因素分析（EFA）的结果将指标分为5个因素，即：终端性能，连接性，易转性，运营商性能，可靠性服务。确认性因素分析（CFA）用于确认形成的因素。 CFA的结果表明，与其他3个因素相比，“连接性和易于转移”具有相当高的因素负载，每个因素的负载分别为0.93和0.9，因此，在提高终端服务性能方面应优先考虑两个因素。

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