An Exploratory Research on Service Quality of the Urban Public Transport Companies and Sustainable City Logistics

Abstract

Purpose: The aim of this article is to provide an assessment of the results of primary research conducted on the quality of service provided by urban public transportation companies and sustainable city logistics in India.

Methodology: The paper is primary in research. Primarily, survey with a representative sample of 277 respondents were conducted for the purpose of gathering information for the main study. To examine the data, a variety of statistical approaches, namely,descriptive statistics, Exploratory Factor Analysis and Confirmatory Factor Analysis applied.

Findings: According to the findings of this study, respondents are more satisfied with the level of service quality provided by urban public transportation companies, whereas specific service quality characteristics are also seen differently by different employees of the companies related to sustainable logistics. According to the study, customers-orientation and environmental monitoring have significant influence on urban public transportation companies. According to the existing study, public transportation providers should take into account the needs of various passenger while determining fares.

Originality: The existing research will provide wide scope to the researchers and practitioners to carry out a comprehensive analysis on sustainable logistics withurban and rural public transport for future research.