Stakeholder perspective on urban transport system service quality (Record no. 39946)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02087naa a2200289uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 1080314294741 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211175405.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 110803s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | WANG, Shu-Mei |
| 9 (RLIN) | 45149 |
| 245 10 - TITLE STATEMENT | |
| Title | Stakeholder perspective on urban transport system service quality |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | nov./dec. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Different transport stakeholders have different needs for transport infrastructure and services. Achieving stakeholder satisfaction implies a total quality management (TQM) that continuously improves service quality. However, few studies have discussed service quality in relation to urban transport systems. This study proposes an instrument based on SERVQUAL for measuring urban transport service quality from a stakeholder perspective. The proposed instrument is developed and tested through exploratory and confirmatory factor analyses. The gaps between stakeholder expectations and actual received and the gaps associated with stakeholders' expectations and the perceptions of these expectations by professionals are examined. Importance-performance analysis is used to construct a service attribute evaluation map for determining resource allocation to improve service quality. The application is illustrated through an empirical study to discuss the managerial implications in the Taipei metropolitan area. The analytical results reveal the existence of gaps and that stakeholders are more concerned with reliability and safety dimensions. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Number 11-12 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Prestação de Serviços |
| 9 (RLIN) | 14321 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Stakeholder |
| 9 (RLIN) | 13425 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Transporte Público |
| 9 (RLIN) | 12143 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Qualidade |
| 9 (RLIN) | 12842 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Avaliação de Desempenho |
| 9 (RLIN) | 12937 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | FENG, Cheng-Min |
| 9 (RLIN) | 45150 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | HSIEH, Cheng-Hsien |
| 9 (RLIN) | 45151 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 11-12, p. 1103-1119 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, nov./dec. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110803 |
| Operator's initials, OID (RLIN) | 1429^b |
| Cataloger's initials, CIN (RLIN) | Geisneer |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110815 |
| Operator's initials, OID (RLIN) | 1500^b |
| Cataloger's initials, CIN (RLIN) | Geisneer |
No items available.
