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Measuring Transportation Service Quality: A SERVQUAL-Based Review and Emerging Trends

  • Unique Paper ID: 175776
  • Volume: 11
  • Issue: 11
  • PageNo: 3932-3938
  • Abstract:
  • Service quality is a critical determinant of customer satisfaction and operational success in the transportation sector. The SERVQUAL model was created by Parasuraman, Zeithaml, and Berry in 1988, and it is frequently used to assess the quality of services in five dimensions: assurance, responsiveness, tangibility, empathy, and dependability. This review paper examines how these characteristics affect customer satisfaction and service efficiency by reviewing the current state of research on the use of SERVQUAL in transportation services from the period of last five years. According to studies, passenger satisfaction is significantly impacted by responsiveness and reliability, whereas service perceptions are influenced by tangibility and assurance. The necessity of implementing sustainability, accessibility, and safety within SERVQUAL is highlighted by emerging trends. Future research on digital transformation, smart mobility, and post-pandemic service expectations is recommended by the review, which also identifies research needs. To improve service quality and the passenger experience, this review provides valuable information for researchers, transportation companies, and policymakers.
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Cite This Article

  • ISSN: 2349-6002
  • Volume: 11
  • Issue: 11
  • PageNo: 3932-3938

Measuring Transportation Service Quality: A SERVQUAL-Based Review and Emerging Trends

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Impact Factor
8.01 (Year 2024)
UGC Approved
Journal no 47859

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