Attribute-based perceptual mapping using discriminant analysis in a public sector passenger bus transport company: A case study

被引：12

作者：

Sezhian, M. Vetrivel ^{[1
]}

Muralidharan, C. ^{[2
]}

Nambirajan, T. ^{[3
]}

Deshmukh, S. G. ^{[4
]}

机构：

[1] Dr Pauls Engn Coll, Dept Mech Engn, Villupuram 605109, Tamil Nadu, India

[2] Annamalai Univ, Dept Mfg Engn, Chidambaram 608002, Tamil Nadu, India

[3] Pondicherry Univ, Dept Management Studies, Pondicherry 605014, Pondicherry, India

[4] Indian Inst Technol Delhi, Dept Mech Engn, New Delhi 110016, India

来源：

JOURNAL OF ADVANCED TRANSPORTATION | 2014年 / 48卷 / 01期

关键词：

public bus transport; customer expectations; discriminant analysis; perceptual mapping; SERVICE; QUALITY;

D O I：

10.1002/atr.200

中图分类号：

TU [建筑科学];

学科分类号：

0813 ;

摘要：

This study aims at evaluating the customer expectations in a public sector passenger transport company, a crucial sector in developing countries like India. A questionnaire containing 18 quality characteristics was administered to various customers of three bus depots of one division of a state road transport undertaking in South India. Attribute-based perceptual mapping using discriminant analysis was done to position the three depots and to identify their strengths and weaknesses. The findings would help prioritize different parameters and also provide guidelines for managers to focus on and to improve. Copyright (c) 2012 John Wiley & Sons, Ltd.

引用

页码：32 / 47

页数：16