This research examines service quality perceptions in the transportation industry. First, it analyses the theory about service quality conceptualization. Then a modified SERVQUAL instrument is developed, and applied to the inter-city industry using as subject one of the largest Portuguese bus companies: Resende. The present investigation critically analyses SERVQUAL: an instrument that its authours - Parasuraman, Zeithaml, and Berry - want to be general application. It determines the service quality dimensions of the bus industry, and quantifies Resende’s service quality. Five service dimensions are identified: READINESS/RELIABILITY, TRUST, COMFORT, SECURITY, and ACCESS. They are examined in terms of their impact of customers’ overall quality perception and their willingness to recommend the firm to a friend. These variables are found to be affective heavily by two dimensions: trust and comfort. T
| Identifer | oai:union.ndltd.org:up.pt/oai:repositorio-aberto.up.pt:10216/63100 |
| Date | January 1993 |
| Creators | Ribeiro, Jorge Manuel Mendes |
| Source Sets | Universidade do Porto |
| Language | Portuguese |
| Detected Language | English |
| Type | Dissertação |
| Format | application/pdf |
| Rights | openAccess |
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