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Public transport service quality and sustainable development: a community stakeholder perspective

Author

Listed:
  • Linda Too

    (Mirvac School of Sustainable Development, Bond University, Gold Coast, QLD, Australia)

  • George Earl

    (Mirvac School of Sustainable Development, Bond University, Gold Coast, QLD, Australia)

Abstract

A key element in achieving sustainability's triple-bottom-line goals is a good public transport system. Many studies have shown the relationship between effective public transport services and sustainable development at the city level. The purpose of this study is to introduce and use a SERVQUAL framework to measure public transport services within a master-planned community in Australia. The stakeholder survey findings suggest a wide gap between community expectations of public transport services and the actual service quality provided. This was consistent across all commuter groups. In particular, the findings have been useful in shedding broad light on the areas where improvements are needed most, i.e. responsiveness and reliability of services, to encourage greater use of public transport within the community level. Copyright © 2009 John Wiley & Sons, Ltd and ERP Environment.

Suggested Citation

  • Linda Too & George Earl, 2010. "Public transport service quality and sustainable development: a community stakeholder perspective," Sustainable Development, John Wiley & Sons, Ltd., vol. 18(1), pages 51-61.
    • Handle: RePEc:wly:sustdv:v:18:y:2010:i:1:p:51-61
    DOI: 10.1002/sd.412
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    Citations

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    Cited by:

    1. Alessandro Vitale & Giuseppe Guido & Daniele Rogano, 2016. "A smartphone based DSS platform for assessing transit service attributes," Public Transport, Springer, vol. 8(2), pages 315-340, September.
    2. Benedetto Barabino & Nicola Aldo Cabras & Claudio Conversano & Alessandro Olivo, 2020. "An Integrated Approach to Select Key Quality Indicators in Transit Services," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 149(3), pages 1045-1080, June.
    3. Smith, T.W. & Axon, C.J. & Darton, R.C., 2013. "A methodology for measuring the sustainability of car transport systems," Transport Policy, Elsevier, vol. 30(C), pages 308-317.
    4. Jia, Tao & Liu, Wenxuan & Liu, Xintao, 2021. "A cross-city exploratory analysis of the robustness of bus transit networks using open-source data," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 580(C).
    5. Redman, Lauren & Friman, Margareta & Gärling, Tommy & Hartig, Terry, 2013. "Quality attributes of public transport that attract car users: A research review," Transport Policy, Elsevier, vol. 25(C), pages 119-127.
    6. Alejandro Sánchez-Atondo & Leonel García & Julio Calderón-Ramírez & José Manuel Gutiérrez-Moreno & Alejandro Mungaray-Moctezuma, 2020. "Understanding Public Transport Ridership in Developing Countries to Promote Sustainable Urban Mobility: A Case Study of Mexicali, Mexico," Sustainability, MDPI, vol. 12(8), pages 1-21, April.
    7. Bellizzi, Maria Grazia & dell'Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2020. "Heterogeneity in desired bus service quality from users’ and potential users’ perspective," Transportation Research Part A: Policy and Practice, Elsevier, vol. 132(C), pages 365-377.
    8. Andrey Sergeevich Mikhaylov & Ivan Sergeevich Gumenuk & Anna Alekseevna Mikhaylova, 2016. "Russian public transport system: the customers’ feedback on the service provision," Public Transport, Springer, vol. 8(1), pages 125-141, March.
    9. Nkurunziza, Alphonse & Zuidgeest, Mark & Brussel, Mark & Van den Bosch, Frans, 2012. "Spatial variation of transit service quality preferences in Dar-es-Salaam," Journal of Transport Geography, Elsevier, vol. 24(C), pages 12-21.
    10. Muxin Zhang & Younghwan Pan, 2021. "Design of Sustainable Senior-Friendly Community Transportation Services," Sustainability, MDPI, vol. 13(23), pages 1-18, November.
    11. Christopher Adesola Wojuade & Feyikemi Christianah Onatade, 2020. "Service Quality and Passengers’ Satisfaction of Airline Operations in Nigeria," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 6(9), pages 865-873, 09-2020.
    12. Andrew Sudmant & Vincent Viguié & Quentin Lepetit & Lucy Oates & Abhijit Datey & Andy Gouldson & David Watling, 2021. "Fair weather forecasting? The shortcomings of big data for sustainable development, a case study from Hubballi‐Dharwad, India," Sustainable Development, John Wiley & Sons, Ltd., vol. 29(6), pages 1237-1248, November.

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