A Service Quality Importance-Performance Gap Analysis of Intercity Bus Transport: Case of Esfahan-Golpayegan Route

Transportation has always been a significant aspect of human life. More specifically, public transport has become a major means of transportation in societies. Among the modes of public transport, intercity bus transport is of critical importance, especially in Iran. In order to prosper, intercity bus transport service quality is crucial. Measuring the service quality level and analysis of the gap between the perceptions of the customers and the performance of the service provider can reveal valuable information to the decision makers. Therefore, in this research, a service quality importance-performance analysis of intercity bus transport for Golpayegan-Esfahan route is performed using SERVQUAL model. The analysis of the results indicate that there is a significant gap between the customers’ expectation and perception in all the 6 dimensions of service quality. Through detailed analysis of 22 factors of service quality, further insight is provided for the decision makers. Finally, some suggestion are made for improving the service quality of the studied case.

Keywords:

Service Quality , Intercity Bus Transport , Importance-Performance Analysis , Esfahan , Golpayegan