IDEAS home Printed from https://ideas.repec.org/a/taf/transr/v30y2009i2p195-217.html
   My bibliography  Save this article

Evaluating City Bus Service Based on Zone of Tolerance of Expectation and Normalized Importance

Author

Listed:
  • Kai‐Chieh Hu

Abstract

Improving the quality of the city bus service is an important topic for public transportation management. One way of measuring this improvement is to measure the gap between the passengers’ expectation and their perception. The expectation can be divided into desired service and adequate service, and the difference between these two is the tolerant zone of expectation. The present study has two purposes. The first is to propose a model for evaluating service quality based on the zone of tolerance of expectation (ZSQ). The second is to build an analytical framework for prioritizing attributes (NIZSQ, normalized importance--ZSQ analysis) through a quadrant analysis based on ZSQ and normalized importance. This research took the Taipei city bus service as an example. The data were collected by means of questionnaires. Statistical analysis was adopted to test the hypotheses. The result showed that the top two priorities for improvement are those attributes that are relevant to the interaction with the passengers, and the support from operations management.

Suggested Citation

  • Kai‐Chieh Hu, 2009. "Evaluating City Bus Service Based on Zone of Tolerance of Expectation and Normalized Importance," Transport Reviews, Taylor & Francis Journals, vol. 30(2), pages 195-217, March.
    • Handle: RePEc:taf:transr:v:30:y:2009:i:2:p:195-217
    DOI: 10.1080/01441640902884780
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/01441640902884780
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/01441640902884780?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Abalo, Javier & Varela, Jesus & Manzano, Vicente, 2007. "Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings," Journal of Business Research, Elsevier, vol. 60(2), pages 115-121, February.
    2. Oliver, Richard L. & Winer, Russell S., 1987. "A framework for the formation and structure of consumer expectations: Review and propositions," Journal of Economic Psychology, Elsevier, vol. 8(4), pages 469-499, December.
    3. Kurt Matzler & Elmar Sauerwein & Kenneth Heischmidt, 2003. "Importance-performance analysis revisited: the role of the factor structure of customer satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 23(2), pages 112-129, March.
    4. Hensher, David A & Daniels, Rhonda, 1995. "Productivity measurement in the urban bus sector," Transport Policy, Elsevier, vol. 2(3), pages 179-194, July.
    5. Paul A. Dion & Rajshekhar Javalgi & Janet Dilorenzo-Aiss, 1998. "An Empirical Assessment Of The Zeithaml, Berry And Parasuraman Service Expectations Model," The Service Industries Journal, Taylor & Francis Journals, vol. 18(4), pages 66-86, October.
    6. Scott E. Sampson & MICHAEL J. SHOWALTER, 1999. "The Performance-Importance Response Function: Observations and Implications," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 1-25, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    2. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    3. Lai, Ivan Ka Wai & Hitchcock, Michael, 2016. "A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis," Tourism Management, Elsevier, vol. 55(C), pages 139-159.
    4. Azzopardi, Ernest & Nash, Robert, 2013. "A critical evaluation of importance–performance analysis," Tourism Management, Elsevier, vol. 35(C), pages 222-233.
    5. Yulu Zhao & Xinye Xu & Gangwei Cai & Zhetao Hu & Yan Hong, 2022. "Promoting Strategies for Healthy Environments in University Halls of Residence under Regular Epidemic Prevention and Control: An Importance—Performance Analysis from Zhejiang, China," IJERPH, MDPI, vol. 19(23), pages 1-19, November.
    6. Wong, R.C.P. & Szeto, W.Y., 2018. "An alternative methodology for evaluating the service quality of urban taxis," Transport Policy, Elsevier, vol. 69(C), pages 132-140.
    7. Ryglová Kateřina & Rašovská Ida & Šácha Jakub, 2017. "Rural Tourism – Evaluating the Quality of Destination," European Countryside, Sciendo, vol. 9(4), pages 769-788, December.
    8. Jih-Kuang Chen, 2021. "A New Approach for Diagonal Line Model of Importance-Performance Analysis: A Case Study of Tourist Satisfaction in China," SAGE Open, , vol. 11(1), pages 21582440219, January.
    9. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    10. Ervin Myftaraj & Azeta Tartaraj, 2015. "The Importance of Discrimination Analysis to Generalize the Results: The Case of Identification the Connections between the Variables and the Relationship Marketing in Banking Sector in Albania," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 4, July.
    11. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    12. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    13. Nyarku Kwamena Minta & Oduro Stephen, 2017. "Importance-Performance Matrix Analysis (IPMA) of Service Quality and Customer Satisfaction in the Ghanaian Banking Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(7), pages 532-550, July.
    14. Asep Saifuddin Chalim & Mauhibur Rakhman & Fadly Usman, 2016. "Improving the Service Quality of Islamic Boarding School based on Importance Performance Analysis Results," Review of Social Sciences, LAR Center Press, vol. 1(2), pages 1-6, February.
    15. Chen, Kuan-Yu, 2014. "Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels," Tourism Management, Elsevier, vol. 40(C), pages 260-272.
    16. Jingjing Lin & Xinyang Li & Jinghan Lin, 2024. "Evaluation of Age-Appropriate Public Seats in Comprehensive Parks and Sustainable Design Strategies Based on the Kano-Importance–Performance Analysis Model," Sustainability, MDPI, vol. 16(16), pages 1-25, August.
    17. Raky Julio & Andres Monzon & Yusak O. Susilo, 2024. "Identifying key elements for user satisfaction of bike-sharing systems: a combination of direct and indirect evaluations," Transportation, Springer, vol. 51(2), pages 407-438, April.
    18. Tsung-Chi Cheng & Chao-Yin Lin & Shu-Chen Wang, 2023. "Exploring factors related to agreement between importance and satisfaction of subjective well-being indicators: evidence from Taiwan," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(3), pages 2811-2839, June.
    19. Yanchun Jin & Yoonseo Park, 2019. "An Integrated Approach to Determining Rural Tourist Satisfaction Factors Using the IPA and Conjoint Analysis," IJERPH, MDPI, vol. 16(20), pages 1-16, October.
    20. Julie Paquette & François Bellavance & Jean-François Cordeau & Gilbert Laporte, 2012. "Measuring quality of service in dial-a-ride operations: the case of a Canadian city," Transportation, Springer, vol. 39(3), pages 539-564, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:transr:v:30:y:2009:i:2:p:195-217. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/TTRV20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.