Perceived Assistance Quality of Public Travel Essay


Nanyang Technological University or college

Nanyang Organization School

A Research OnPerceived Service Quality of General public Transport(PART I)| Prepared Pertaining to: Dr . Sunanda SangwanPrepared By: Ng Choon Heong 081296K05Ng Shi Hui 081047L05Yojit And Govindani 081479G05 Tutorial group: 7Project group: 125 September 2009


This record begins with an explanation from the current situation which leads for the formulation in the research issue, which is to conduct a research for the perceived support quality of public transport. The current situation, as unveiled through extra research, involves the increase in resident human population, average daily ridership, financial condition, ageing population as well as the strategic aim of the government. Books review can be undertaken eventually, which produced further information into the determinants of identified service top quality of community transport. These kinds of determinants incorporate physical environment, convenience and fares. Our group is going to examine just how these determinants are likely to contribute to the perceived support quality of public travel. A conceptual framework which usually shows all the hypotheses being tested from this research is included at the end of the report. Following our research findings to become presented in Part 2 of the report, we will make advice with regard to quality improvement of public travel so as to accomplish our research objective.


Physique 1 . one particular: Resident Population1

Table 1 . 1: Normal Daily Ridership (‘000 passenger-trips)2

Figure 1 ) 2: Retirement years Support Ratio3

Table 1 ) 2: Major Domestic Item (GDP) of Singapore4

Table 2: SMRT Network Capacity12

Figure a couple of: Conceptual Framework13






1 . 1Research Problem1

1 . 2Research Objectives6


2 . 1Physical Environment7

2 . 1 . 1Crowd Management8

2 . 1 . 2Cleanliness8

2 . 1 ) 3Passenger Courtesy9

2 . 2Convenience10

2 . 2 . 1Frequency10

2 . 2 . 2Routes11

2 . 3Fares11

2 . 4Interfering Variables12

2 . 5Conceptual Framework13


An investigation On

Identified Service Quality of

General public Transport


1 . 1Research Problem

The concept of an efficient community transport program has many diverse meanings in different regions of the earth. In the growing countries, efficiency could be merely in the form of ferrying people to all their destination. In developed countries like Singapore, it takes on several other complex issues in the form of customer ease and service standards. With a changing market and life-style patterns inside the Singapore society, there is a need to serve varied travel needs (BeirГЈo and Cabrala, 2007). Two current demographic styles include a rise in resident human population and a great aging inhabitants (Singapore Stats, 2008).

Increase in Citizen Population & Average Daily Ridership Physique 1 . 1 shows an 11. 28% increase in Resident Population from 2, 013, 600 in the 1970s to 3, 642, 700 in 2008. Determine 1 . you: Resident Human population


Origin: Singapore Stats, 2008

The rise in citizen population exerts additional pressure on transport infrastructure (Murray, 2001). Additionally, average daily ridership as shown in Table 1 ) 1 pertaining to MRT has grown over the years from 2004 (709, 000 passenger-trips) to 08 (1, 720, 000 passenger-trips). On the other hand, average daily ridership for shuttle bus has increased as year 2006 (2, 853, 000 passenger-trips) after a period of decline between 2001 and 2005. The average daily ridership for taxi, however , features declined at the beginning of year 2006 (945, 000 passenger-trips). This drop coincided together with the start of the slowdown in true GDP progress in 2006 since shown in Table 1 ) 2 (p. 4).

Table 1 ) 1: Typical Daily Ridership (‘000 passenger-trips)

Year | MRT| % Change (MRT)| Bus| % Change (Bus)|...