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Service Quality of Bus Performance in Asia: A Systematic Literature Review and Conceptual Framework

Author

Listed:
  • Muhammad Fadhlullah Abu Bakar

    (Department of Civil Engineering, College of Engineering, Universiti Tenaga Nasional, Kajang 43000, Selangor, Malaysia)

  • Shuhairy Norhisham

    (Department of Civil Engineering, College of Engineering, Universiti Tenaga Nasional, Kajang 43000, Selangor, Malaysia
    Institute of Energy Infrastructure (IEI), Universiti Tenaga Nasional, Kajang 43000, Selangor, Malaysia)

  • Herda Yati Katman

    (Department of Civil Engineering, College of Engineering, Universiti Tenaga Nasional, Kajang 43000, Selangor, Malaysia
    Institute of Energy Infrastructure (IEI), Universiti Tenaga Nasional, Kajang 43000, Selangor, Malaysia)

  • Chow Ming Fai

    (Discipline of Civil Engineering, School of Engineering, Monash University Malaysia, Jalan Lagoon Selatan, Bandar Sunway 47500, Selangor, Malaysia)

  • Nor Najwa Irina Mohd Azlan

    (Department of Civil Engineering, College of Engineering, Universiti Tenaga Nasional, Kajang 43000, Selangor, Malaysia)

  • Nur Sarah Shaziah Samsudin

    (Department of Civil Engineering, College of Engineering, Universiti Tenaga Nasional, Kajang 43000, Selangor, Malaysia)

Abstract

Bus services have played a significant role in public transportation, especially in urban areas throughout the years. Since bus services compete greatly with other types of public transportation, such as e-hailing services and private vehicles, they have recently attracted scholars to conduct many relevant studies. However, research in assessing public transport networks in urban areas by researchers by using systematic literature review is lacking. There are definitive gaps between quality standards set by the transportation regulatory authority and what bus operators can provide based on their obligations. Therefore, the present study had concentrated on the service quality of bus services in Asia by using the systematic literature review of articles. This study was based on previous studies, specifically on service quality of performance. Several previous studies were selected by using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRIMSA) approach. SCOPUS and Science Direct were chosen as the main journal database. Through this approach, 41 articles were selected for further analysis. This study was focused on three primary themes: study approach, stakeholders, and service quality attributes. An advanced analysis on these primary themes was used to formulate another 18 sub-themes. All themes and sub-themes which reflected the significant impacts of service quality towards bus services were discussed in detail. This study addressed several qualities of bus services and bus performance in regard to the improvement of urban transportation polices. Several recommendations that can provide necessary knowledge and information for future research were also presented.

Suggested Citation

  • Muhammad Fadhlullah Abu Bakar & Shuhairy Norhisham & Herda Yati Katman & Chow Ming Fai & Nor Najwa Irina Mohd Azlan & Nur Sarah Shaziah Samsudin, 2022. "Service Quality of Bus Performance in Asia: A Systematic Literature Review and Conceptual Framework," Sustainability, MDPI, vol. 14(13), pages 1-21, June.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:13:p:7998-:d:852615
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    References listed on IDEAS

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    1. Aditya Mahatidanar Hidayat & Kasem Choocharukul, 2023. "Passengers’ Intentions to Use Public Transport during the COVID-19 Pandemic: A Case Study of Bangkok and Jakarta," Sustainability, MDPI, vol. 15(6), pages 1-19, March.
    2. Nitin Gupta & Prem Vrat & Ravindra Ojha, 2023. "People Quality Measurement in Service Industry: A New Approach," Metamorphosis: A Journal of Management Research, , vol. 22(1), pages 55-72, June.
    3. Pan Wu & Jinlong Li & Yuzhuang Pian & Xiaochen Li & Zilin Huang & Lunhui Xu & Guilin Li & Ruonan Li, 2022. "How Determinants Affect Transfer Ridership between Metro and Bus Systems: A Multivariate Generalized Poisson Regression Analysis Method," Sustainability, MDPI, vol. 14(15), pages 1-31, August.

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