Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System

Ardvin Kester S. Ong, Yogi Tri Prasetyo (), Andrei Estefanio, Ayen Sienna Tan, Jedrek Charles Videña, Renz Albert Villanueva, Thanatorn Chuenyindee, Kriengkrai Thana, Satria Fadil Persada and Reny Nadlifatin
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Ardvin Kester S. Ong: School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
Yogi Tri Prasetyo: School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
Andrei Estefanio: Young Innovators Research Center, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
Ayen Sienna Tan: Young Innovators Research Center, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
Jedrek Charles Videña: Young Innovators Research Center, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
Renz Albert Villanueva: Young Innovators Research Center, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
Thanatorn Chuenyindee: Department of Industrial Engineering and Aviation Management, Navaminda Kasatriyadhiraj Royal Air Force Academy, Bangkok 10220, Thailand
Kriengkrai Thana: Department of Industrial Engineering and Aviation Management, Navaminda Kasatriyadhiraj Royal Air Force Academy, Bangkok 10220, Thailand
Satria Fadil Persada: Entrepreneurship Department, BINUS Business School Undergraduate Program, Bina Nusantara University, Jakarta 11480, Indonesia
Reny Nadlifatin: Department of Information Systems, Institut Teknologi Sepuluh Nopember, Kampus ITS Sukolilo, Surabaya 60111, Indonesia

Sustainability, 2023, vol. 15, issue 2, 1-18

Abstract: Jeepneys are the most accessible and affordable public transportation in urban areas of the Philippines. The goal of this research was to explore passenger satisfaction with the overall service quality of a jeepney. A total of 600 jeepney passengers voluntarily answered an online questionnaire consisting of 59 questions. Different factors such as Passenger Expectation, Cleanliness and Comfort, Ambiance, Safety, Driver Behavior, Service Adequacy, Route Efficiency, Information Materials, Value for Money, Passenger Satisfaction, and Future Intentions were examined simultaneously by utilizing the structural equation modeling (SEM) approach. SEM indicated that safety was found to have the highest effect on passenger satisfaction, followed by the driver’s behavior, value for money, service adequacy, and information materials. This is the first complete study that explores passenger satisfaction with the overall service quality of jeepneys. The findings of this study can be utilized by the government and jeepney operators to enhance the overall service quality by focusing on safety and the behavior of drivers. This would result in increased passenger satisfaction and, consequently, a positive intention on using the mode of transportation.

Keywords: jeepney; service quality; structural equation modeling; passenger satisfaction (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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