Importance performance analysis for evaluating city bus service quality in Addis Ababa, Ethiopia

References

• Abreha, D. A. (2007). Analyzing public transport performance using efficiency measures and spatial analysis; the case of Addis Ababa, Ethiopia. International Institute for Geo-Information Science and Earth Observation.
   Google Scholar
• Agarwal, S. (2016). Measuring the efficiency of public transport sector in India. An Application of Data Envelopment Analysis. https://doi.org/10.21648/arthavij/2009/v51/i2/115392
   Google Scholar
• Allen, J., Bellizzi, M. G., Eboli, L., Forciniti, C., & Mazzulla, G. (2020). Identifying strategies for improving airport services: Introduction of the Gap-IPA to an Italian airport case study. Transportation Letters, 1–11. https://doi.org/10.1080/19427867.2020.1861506
   Google Scholar
• Berhan, E. (2013). Performance analysis and route design of Addis Ababa public bus transport. Addis Ababa, Ethiopia. AAiT.
   Google Scholar
• Berhan, E., Beshah, B., & Kitaw, D. (2013). Performance analysis on public bus transport of the city of Addis Ababa. International Journal of Computer Information Systems and Industrial Management Applications, 5, 2150–7988. www.mirlabs.net/ijcisim/index.html
   Google Scholar
• Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. The Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334
   Web of Science ®Google Scholar
• Cassetta, E., & Cartenì, A. (2014). A quality-based approach to public transportation planning: theory and a case study. International Journal of Sustainable Transportation, 8(1), 84–106. https://doi.org/10.1080/15568318.2012.758532
   Web of Science ®Google Scholar
• Eboli, L. A., & Mazzulla, G. (2009). A new customer satisfaction index for evaluating transit service quality. Journal of Public Transportation, 12(3), 21–37. https://doi.org/10.5038/2375-0901.12.3.2
   Google Scholar
• Estrada, M., Salanova, J. M., Medina-Tapia, M., & Robusté, F. (2020). Operational cost and user performance analysis of on-demand bus and taxi systems. Transportation Letters, 1–14. https://doi.org/10.1080/19427867.2020.1861507
   Google Scholar
• Gebeyehu, M. A., & Takano, S. (2007a). Diagnostic Evaluation of Public Transportation Mode Choice in Addis Ababa. Journal of Public Transportation, 10(4), 27–50. https://doi.org/10.1021/ic50162a028
   Google Scholar
• Gebeyehu, M. A., & Takano, S. (2007b). Evaluation of bus routes performance in the city of Addis Ababa Using Stochastic Frontier model. Infrastructure Planning Review, 24(3), 447–457. https://doi.org/10.2208/journalip.24.447
   Google Scholar
• Greene, D. L., & Wegener, M. (1997). Sustainable transport. Journal of Transport Geography, 5(3), 177–190. https://doi.org/10.1016/S0966-6923(97)00013-6
   Google Scholar
• Grujičić, D., Ivanović, I., Jović, J., & Dorić, V. (2014). Customer perception of service quality in public transport. Transport, 29(3), 285–295. https://doi.org/10.3846/16484142.2014.951685
   Web of Science ®Google Scholar
• Gržinić, J. (2007). Concepts of service quality measurement in hotel industry. Economic Thought and Practice-University of Dubrovnik, 1(110), 81–89.
   Google Scholar
• Hafezi, M. H., Shokri, F., & Falamarzi, A. (2013). A novel method for travel system patterns. International Journal of Transportation Engineering, 1(2), 93–100.
   Google Scholar
• Haron, S., Noor, S. M., Farhan, A., & Sadullah, M. Proceedings of International Conference on Advances in Computing. Advances in Intelligent Systems and Computing 2013, 174 AISC(July).
   Google Scholar
• Haron, S., Noor, S., & Sadullah, F., “New dimension of bus service quality performance measure,” In Proceedings of International Conference on Advances in Civil and Environmental Engineering (ACEE 2015) 2015, no. July, p. F–54.
   Google Scholar
• Henning, T., Essakali, M. D., & Oh, J. E. (2011). A framework for Urban transport benchmarking. International Bank for Reconstruction and Development/The World Bank, 78, 12–18. https://openknowledge.worldbank.org/handle/10986/12847
   Google Scholar
• Hwe, S. K., Cheung, R. K., & Wan, Y. W. (2006). Merging bus routes in Hong Kong’s central business district: Analysis and models. Transportation Research Part A: Policy and Practice, 40(10), 918–935. https://doi.org/10.1016/j.tra.2006.03.005
   Web of Science ®Google Scholar
• Iles, R. (2005). Public transport in developing countries. Elsevier Ltd.
   Google Scholar
• John, A. M., & John, C. J. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77–79. https://doi.org/10.1177/002224297704100112
   Web of Science ®Google Scholar
• Mercangöz, B. A., Paksoy, M., & Karagülle, A. Ö. (2012). Analyzing the service quality of a fast ferry company by using servqual scores: A case study in Turkey. International Journal of Business and Social Science, 3(24), 84–89. www.ijbssnet.com
   Google Scholar
• Micuda, D., & Cruceru, G. H. E. O. R. G. H. E. (2010). Testing SERVQUAL dimensions on the Romanian banking sector. In Proceedings of the International Conference on RISK MANAGEMENT, ASSESSMENT and MITIGATION, (pp. 329–334).
   Google Scholar
• Mihretie, M. (2013). Urban public bus transport service quality in the city of Addis Ababa case study: Anbessa City Bus Enterprise (ACBE). Addis Ababa University. http://files/48/Mihretie-Urban-Public-Bus-Transport-Service-Quality-in-the-pdf
   Google Scholar
• Muhamad Noor, S., & Nasirun, N. (2013). Service quality and customer satisfaction in a natural monopoly company. Tidsskrift for den Norske laegeforening, 83, 61–68. https://doi.org/10.1007/978-981-4585-45-3
   Google Scholar
• Murray, A. T., Davis, R., Stimson, R. J., & Ferreira, L. (1998). Public transportation access. Transportation Research Part D: Transport and Environment, 3(5), 319–328. https://doi.org/10.1016/S1361-9209(98)00010-8
   Web of Science ®Google Scholar
• Norouzian-Maleki, P., Izadbakhsh, H., Saberi, M., Hussain, O., Jahangoshai Rezaee, M., & GhanbarTehrani, N. (2020). An integrated approach to system dynamics and data envelopment analysis for determining efficient policies and forecasting travel demand in an urban transport system. Transportation Letters, 1–17. https://doi.org/10.1080/19427867.2020.1839716
   Google Scholar
• Ojo, T. K. (2019). Quality of public transport service: An integrative review and research agenda. Transportation Letters, 11(2), 104–116. https://doi.org/10.1080/19427867.2017.1283835
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201–230. https://doi.org/10.1016/0022-4359(94)90033-7
   Web of Science ®Google Scholar
• Putra, A., Jinca, M. Y., Bambang, R., & Agus, T. M. (2014). The satisfaction analysis for the performance of public transport Urban areas. International Refereed Journal of Engineering and Science, 3(8), 38–44. www.irjes.com
   Google Scholar
• Randheer, K., AL-Motawa, A. A., & Vijay, J. P. (2011). Measuring commuters’ perception on service quality using SERVQUAL in public transportation. International Journal of Marketing Studies, 3(1), 21–34. https://doi.org/10.5539/ijms.v3n1p21
   Google Scholar
• Sam, E. F., Hamidu, O., & Daniels, S. (2018). SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives. Case Studies on Transport Policy, 6(1), 25–31. https://doi.org/10.1016/j.cstp.2017.12.004
   Web of Science ®Google Scholar
• Santoso, I., Mulyarto, A. R., & Dan Maharani, S. (2011). Persepsi Konsumen Terhadap Kualitas Bakpao Telo dengan Metode Importance performance analysis. Jurnal Teknologi Pertanian, 12(1), 23–30.
   Google Scholar
• Supranto, J. (1997). Measurement of customer satisfaction. PT, Rineka Cipta.
   Google Scholar
• Van Duong, D., Binns, C. W., Lee, A. H., & Hipgrave, D. B. (2004). Measuring client-perceived quality of maternity services in rural Vietnam. International Journal for Quality in Health Care, 16(6), 447–452. https://doi.org/10.1093/intqhc/mzh073
   PubMed Web of Science ®Google Scholar
• Verma, A., & Ramanayya, T. V. (2014). Public transport planning and management in developing countries. CRC press. Taylor & Francies Group.
   Google Scholar
• Yuda Bakti, I. G. M., & Sumaedi, S. (2015). Quality paper P-TRANSQUAL: A service quality model of public land transport services. International Journal of Quality and Reliability Management, 32(6), 534–558. https://doi.org/10.1108/IJQRM-06-2013-0094
   Google Scholar