Authors: Mukesh Verma; Anjali Awasthi
Addresses: CIISE, Concordia University, EV 7.640, 1515, Ste Catherine Street W., Montreal, Canada ' CIISE, Concordia University, EV 7.640, 1515, Ste Catherine Street W., Montreal, Canada
Abstract: Public transportation is vital to city's economy and public health. It has always been an important part of human life, which has aided not only in travel time savings but also giving a medium of leisure and health in more ways than one. In this paper, we address the subject of bikesharing with focus on customer satisfaction and quality. A SERVQUAL-based approach is proposed to measure bikesharing service quality. Five dimensions namely tangibility, reliability, empathy, assurance and responsiveness are investigated. A questionnaire study with users of bikesharing service called BIXI in Montreal is conducted. Three hundred and thirteen responses are received. SERVQUAL and compliment/complaint analysis is done to identify areas of improvement or negative gaps where customer perceptions are lower than expectations. Suggestions to cover these service quality gaps are provided.
Keywords: bikesharing; service quality; gap analysis; compliment/complaints analysis; SERVQUAL.
International Journal of Productivity and Quality Management, 2020 Vol.29 No.1, pp.45 - 61
Accepted: 06 Nov 2018
Published online: 10 Jan 2020 *