Quality attributes and impact of poor quality in the public transport industry
Mureithi, Agnes Wangeci
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Public transportation is a requisite organ that hugely affects the growth and development of the world today. It is considered the backbone of connectivity that ultimately strengthens productivity and global economic growth. Its important role is in meeting the transportation needs of the population by allowing mobility and free movement of people, goods and services. Involvement of public transport in the development of the economy has contributed towards improving the living standards of the population and therefore becoming an important necessity which upholds a higher fusion of quality standards that realizes gains and benefits from the industry. Poor quality service is a depressing aspect that negatively affects the transportation industry, the environment, the customers and the economy in general. As there exists barriers to achieving quality in transport industry, service quality can be addressed by addressing inadequate aspects in customer satisfaction effectively. The results indicates that, better services from the public transport operators such as station facilities, image, timeliness, cost, safety, consistency, and perceived service quality were positively associated with passenger satisfaction.