文章基本信息

标题：Measurement modelling of the perceived service quality of intercity bus terminal
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作者：Ashari Abdullah ; Ananto Yudono ; Sakti Adji Adisasmita 等
期刊名称：MATEC Web of Conferences
电子版ISSN：2261-236X
出版年度：2018
卷号：181
DOI：10.1051/matecconf/201818110003
语种：English
出版社：EDP Sciences
摘要：There is a tendency on decreasing effectiveness on the use of intercity bus as result of relocation, this is indicated from passengers' reluctance for transit in the terminal. This research aims to develop monitoring and service evaluation indicators in intercity bus terminal. This research is to test quality of service factors out of 19 indicators. This research is conducted in Makassar Metro Terminal. The data is collected through survey to 350 passengers. Results of Exploratory factor analysis (EFA) classify the indicators into 5 factors, namely: Terminal Performance, Connectivity, Ease of Transfer, Operator Performance, Reliability service. Confirmatory Factor Analysis (CFA) is used to confirm the formed factors. Results of the CFA show that the Connectivity and Ease of Transfer have quite high factor loading each of which is by 0,93 and 0,9 compared to 3 other factors so that two factors are the priority in improving terminal service performance.