DEVELOPING A PERFORMANCE IMPORTANCE MATRIX FOR A PUBLIC SECTOR BUS TRANSPORT COMPANY: A CASE STUDY

M. Sezhian, C. Muralidharan (), T. Nambirajan () and S.G. Deshmukh ()
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C. Muralidharan: Annamalai University, Chidambaram - 608002, TamilNadu, India
T. Nambirajan: pondicherry University, Pondicherry - 605014, Pondicherry, India
S.G. Deshmukh: Indian Institute of Technology Delhi, New Delhi - 110016, India

Theoretical and Empirical Researches in Urban Management, 2011, vol. 6, issue 3, 5-14

Abstract: This paper presents a study of comparison of the importance attached by the service providers’ and the customers’ with respect to eighteen service characteristics towards the public transportation services provided by a bus company. The survey was conducted in three bus depots in one division of a state road transport undertaking (SRTU) in south India. The importance the SRTU and the customers attach to these characteristics indicates significant differences. This reveals the existence of a gap between customers’ expectations and the service provided by the company. Finally the customer retention and customer development criteria have been. identified.

Keywords: performance importance matrix; Customer expectations; Public bus transport; Radar chart. (search for similar items in EconPapers)
Date: 2011
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