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Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System

Author

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  • Ardvin Kester S. Ong

    (School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines)

  • Yogi Tri Prasetyo

    (School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines
    International Program in Engineering for Bachelor, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li 32003, Taiwan
    Department of Industrial Engineering and Management, Yuan Ze University, 135 Yuan-Tung Road, Chung-Li 32003, Taiwan)

  • Andrei Estefanio

    (Young Innovators Research Center, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines)

  • Ayen Sienna Tan

    (Young Innovators Research Center, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines)

  • Jedrek Charles Videña

    (Young Innovators Research Center, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines)

  • Renz Albert Villanueva

    (Young Innovators Research Center, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines)

  • Thanatorn Chuenyindee

    (Department of Industrial Engineering and Aviation Management, Navaminda Kasatriyadhiraj Royal Air Force Academy, Bangkok 10220, Thailand)

  • Kriengkrai Thana

    (Department of Industrial Engineering and Aviation Management, Navaminda Kasatriyadhiraj Royal Air Force Academy, Bangkok 10220, Thailand)

  • Satria Fadil Persada

    (Entrepreneurship Department, BINUS Business School Undergraduate Program, Bina Nusantara University, Jakarta 11480, Indonesia)

  • Reny Nadlifatin

    (Department of Information Systems, Institut Teknologi Sepuluh Nopember, Kampus ITS Sukolilo, Surabaya 60111, Indonesia)

Abstract

Jeepneys are the most accessible and affordable public transportation in urban areas of the Philippines. The goal of this research was to explore passenger satisfaction with the overall service quality of a jeepney. A total of 600 jeepney passengers voluntarily answered an online questionnaire consisting of 59 questions. Different factors such as Passenger Expectation, Cleanliness and Comfort, Ambiance, Safety, Driver Behavior, Service Adequacy, Route Efficiency, Information Materials, Value for Money, Passenger Satisfaction, and Future Intentions were examined simultaneously by utilizing the structural equation modeling (SEM) approach. SEM indicated that safety was found to have the highest effect on passenger satisfaction, followed by the driver’s behavior, value for money, service adequacy, and information materials. This is the first complete study that explores passenger satisfaction with the overall service quality of jeepneys. The findings of this study can be utilized by the government and jeepney operators to enhance the overall service quality by focusing on safety and the behavior of drivers. This would result in increased passenger satisfaction and, consequently, a positive intention on using the mode of transportation.

Suggested Citation

  • Ardvin Kester S. Ong & Yogi Tri Prasetyo & Andrei Estefanio & Ayen Sienna Tan & Jedrek Charles Videña & Renz Albert Villanueva & Thanatorn Chuenyindee & Kriengkrai Thana & Satria Fadil Persada & Reny , 2023. "Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System," Sustainability, MDPI, vol. 15(2), pages 1-18, January.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:2:p:1223-:d:1029829
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    Cited by:

    1. Yung-Tsan Jou & Charmine Sheena Saflor & Klint Allen Mariñas & Michael Nayat Young, 2023. "Determining Factors Affecting Perceived Customer Satisfaction on Public Utility Bus System in Occidental Mindoro, Philippines: A Case Study on Service Quality Assessment during Major Disruptions," Sustainability, MDPI, vol. 15(4), pages 1-21, February.
    2. Rickie Mae Gaspar & Yogi Tri Prasetyo & Klint Allen Mariñas & Satria Fadil Persada & Reny Nadlifatin, 2023. "Exploring Consumers’ Intention to Use Bikes and E-Scooters during the COVID-19 Pandemic in the Philippines: An Extended Theory of Planned Behavior Approach with a Consideration of Pro-Environmental Id," Sustainability, MDPI, vol. 15(6), pages 1-16, March.

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