Enhancing Customer Satisfaction Index for Electric Bus service in Aligarh smart city: A case study on critical attributes and improvement strategies

Rahman Ali Khan; Mushfiq  Humam; Mohammad Farhan  Fazli

doi:10.14419/0xpdx433

Article Summary Abstract References Full Article How to cite

Authors
- Rahman Ali Khan Master of Planning (Urban and Regional) https://orcid.org/0009-0005-4790-5274
- Mushfiq Humam Guest Faculty
- Mohammad Farhan Fazli Professor https://orcid.org/0000-0002-8130-211X
2024-07-04

https://doi.org/10.14419/0xpdx433
Customer Satisfaction; Electric Mobility; Public Transportation; Service Quality.
Abstract

Public transportation serves as a critical infrastructure in developing countries, essential for promoting mobility and sustainability. However, traditional transit systems often contribute to environmental degradation through emissions. Recognising this challenge, nations such as India are actively pursuing strategies to reduce energy consumption and carbon emissions. An important initiative involves integrating electric buses into urban transit systems. To optimise the effectiveness of these electric bus services and encourage greater public transportation usage, it is essential to align service offerings with customer needs and expectations. This research aims to assess customer satisfaction among electric bus users in Aligarh using the Customer Satisfaction Index (CSI) analysis. Critical attributes such as affordability, safety, comfort, and accessibility will be examined to identify areas for improvement. An analysis will be conducted to gain insights into service quality attributes crucial for enhancing customer satisfaction in public transportation operations and the strategies for improving customer satisfaction to be defined.
References
1. Andreassen, T., & Lindestad, B. (1998). The effect of corporate image in the formation of customer loyalty. Journal of Service Market-ing, 1, 82-92. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=The%20effect%20of%20corporate%20image%20in%20the%20formation%20of%20customer%20loyalty.&publication_year=1998&author=T.W.%20Andreassen&author=B.%20Lindestad
2. Andreassen, T., & Lervik, L. (1999). Perceived relative attractiveness today and tomorrow as predictors of future repurchase intention. Journal of Service Research, 2, 164-172. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=Perceived%20relative%20attractiveness%20today%20and%20tomorrow%20as%20predictors%20of%20future%20repurchase%20intention.&publication_year=1999&author=T.W.%20Andreassen&author=L.%20Lervik
3. Barroso, C. C., & Martin, E. A. (1999). Marketing relacional. ESIC Editorial. Retrieved April 02, 2024
4. Central Statistics office. (2017). Energy Statistics Report. New Delhi: Ministry of statistics and programme implementation. Retrieved April 02, 2024, from https://smartnet.niua.org/sites/default/files/resources/energy_statistics_2017r.pdf.pdf
5. Chauhan, k. S. (2023, June 08). The Unplanned Growth of Indian Cities: Unveiling the Urban Mess. Retrieved April 02, 2024, from Times of India: https://timesofindia.indiatimes.com/readersblog/theintersection/the-unplanned-growth-of-indian-cities-unveiling-the-urban-mess-54905/
6. Cronin, J., & Taylor, S. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125-131. Retrieved April 03, 2024, from https://journals.sagepub.com/doi/abs/10.1177/002224299405800110
7. Department of Empowerment of Persons with Disabilities. (2016). The Rights of Persons with Disabilities (RPwD) Act, 2016. New Del-hi: Department of Empowerment of Persons with Disabilities. Retrieved April 02, 2024, from DEPWD: https://depwd.gov.in/acts/#:~:text=Responsibility%20has%20been%20cast%20upon,an%20evolving%20and%20dynamic%20concept.
8. Di Martino, A., Longo, M., Prasad, G., Foiadelli, F., Yaici, W., & Zaninelli, D. (2022). Implementation and Validation Modelling of Energy Demand of Electric Buses for Local Public Transport. In 2022 10th International Conference on Smart Grid (icSmartGrid) (pp. 266-270). Istanbul: IEEE. doi: https://doi.org/10.1109/icSmartGrid55722.2022.9848756
9. District Administration Aligarh. (2023, May 12). Census 2011. Retrieved April 03, 2024, from Aligarh NIC: https://aligarh.nic.in/census/#:~:text=Aligarh%20is%20one%20of%20district,and%2017%2C21%2C893%20are%20females.
10. Eboli, L., & Mazzulla, G. (2007). Service Quality Attributes Affecting Customer Satisfaction for Bus Transit. Journal of Public Trans-portation, 10(03), 21-34. Retrieved April 02, 2024, from https://www.sciencedirect.com/science/article/pii/S1077291X22003009/pdfft?md5=f2da876435ced859bfe212bbd5950165&pid=1-s2.0-S1077291X22003009-main.pdf
11. Eboli, L., & Mazzulla, G. (2008a). An SP Experiment for Measuring Service Quality in Public Transport. Transportation Planning and Technology, 31(5), 509-523. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=An%20SP%20Experiment%20for%20Measuring%20Service%20Quality%20in%20Public%20Transport.&publication_year=2008&author=L.%20Eboli&author=G.%20Mazzulla
12. Eboli, L., & Mazzulla, G. (2008b). Willingness-to-Pay of Public Transport Users for Improvement in Service Quality. European Transport, 38, 107-118. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=Willingness-to-Pay%20of%20Public%20Transport%20Users%20for%20Improvement%20in%20Service%20Quality.&publication_year=2008&author=L.%20Eboli&author=G.%20Mazzulla
13. Eboli, L., & Mazzulla, G. (2009). A New Customer Satisfaction Index for Evaluating Transit Service Quality. Journal of Public Trans-portation, 12(3), 21-37. doi: https://doi.org/10.5038/2375-0901.12.3.2
14. Eklof, J. (2000). European customer satisfaction index pan-European telecommunication sector report based on the pilot studies 1999. Stockholm, Sweden: European organization for quality and European foundation for quality management. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=European%20customer%20satisfaction%20index%20pan-Europe-an%20telecommunication%20sector%20report%20based%20on%20the%20pilot%20studies%201999.&publication_year=2000&author=J.A.%20Eklof
15. Factum Group. (2014, March 13). Customer Satisfaction Index. Retrieved April 02, 2024, from Factum Group: https://www.factum-group.com/solutions/customer-satisfaction-index/
16. Faster Adoption and Manufacturing of Electric and Hybrid Vehicles in India. (2015). Ministry of Heavy Industry & Public Enterprises. New Delhi: Government of India. Retrieved March 24, 2024, from https://dhi.nic.in/sites/default/files/2023-09/OM_FAME_India.PDF
17. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56, 6-21. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=A%20national%20customer%20satisfaction%20barometer%3A%20The%20Swedish%20experience.&publication_year=1992&author=C.%20Fornell
18. Fornell, C., Johnson, M., Anderson, E., Cha, J., & Bryant, B. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, 60, 7-18. Retrieved April 03, 2024, from https://www.scopus.com/inward/record.url?eid=2-s2.0-0030518346&partnerID=10&rel=R3.0.0
19. Fornell, C. V. (2005). The American Customer Satisfaction Index at Ten Years, ACSI 1994-2004. A Summary of Findings: Implications for the Economy, Stock Returns and Management. Michigan: National Quality Research Center, Stephen M. Ross School of Business, University of Michigan. Retrieved April 02, 2024, from https://www.google.co.in/books/edition/The_American_Customer_Satisfaction_Index/lqsOGQAACAAJ?hl=en
20. Friman, M., Edvardsson, B., & Gärling, T. (2001). Frequency of negative critical incidents and satisfaction with public transport ser-vices. Journal of Retailing and Consumer Services, 8(2), 95-104. doi: http://dx.doi.org/10.1016/S0969-6989(00)00003-5
21. Hensher, D. (2001). Service quality as a package: What does it mean to heterogeneous consumers. 9th World Conference on Transport Research (p. N.D.). Seoul, Korea: Korean Society of Transportation and The Korea Transport Institute. Retrieved April 03, 2024, from https://scholar.google.com/scholar?q=Hensher%2C%20D.A.%202001.%20Service%20quality%20as%20a%20package%3A%20What%20does%20it%20mean%20to%20heterogeneous%20consumers.%209th%20World%20Conference%20on%20Transport%20Research%2C%20Seoul%2C%20Korea%2C%2022-27%20
22. Hensher, D., & Prioni, P. (2002). A service quality index for an area-wide contract performance assessment regime. Journal of Transport Economics and PolicY, 36(1), 93-113. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=A%20service%20quality%20index%20for%20an%20area-wide%20contract%20performance%20assessment%20regime.&publication_year=2002&author=D.A.%20Hensher&author=P.%20Prioni
23. Hensher, D., Stopper, P., & Bullock, P. (2003). Service quality-developing a service quality index in the provision of commercial bus contracts. Transportation Research Part A, 37, 499-517. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=Service%20quality-develop-ing%20a%20service%20quality%20index%20in%20the%20provision%20of%20commercial%20bus%20contracts.&publication_year=2003&author=D.A.%20Hensher&author=P.%20Stopper&author=P.%20Bullock
24. Henze, V. (2018, May 21). E-Buses to Surge Even Faster Than EVs as Conventional Vehicles Fade. Retrieved May 21, 2024, from Bloomberg New Energy Finance: https://about.bnef.com/blog/e-buses-surge-even-faster-evs-conventional-vehicles-fade/#:~:text=We%20now%20think%20EVs%20will,6%25%20to%20global%20electricity%20demand.
25. Hill, N., & Brierley, J. (2003). How to measure customer satisfaction. London: Routledge. doi: https://doi.org/10.4324/9781315253107
26. Ilieska , K. (2013). Customer Satisfaction Index – as a Base for Strategic Marketing Management. TEM Journal, 2(4), 327-331. Re-trieved April 02, 2024, from https://www.temjournal.com/documents/vol2no4/Customer%20Satisfaction%20Index%20–%20as%20a%20Base%20for%20Strategic%20Marketing%20Management.pdf
27. International Energy Agency (IEA). (2021). World Energy Outlook. Paris: International Energy Agency (IEA). Retrieved April 02, 2024, from https://pib.gov.in/PressReleasePage.aspx?PRID=1809204
28. International Energy Agency (IEA). (2022). Tracking Transport. Paris: International Energy Agency (IEA). Retrieved April 2, 2024, from https://www.iea.org/energy-system/transport
29. Iseki, H., & Taylor, B. (2008). Style versus service? An analysis of user perceptions of transit stops and stations in Los Angeles. 87th Annual Meeting of the TRB, 13-17. Retrieved April 02, 2024, from https://trid.trb.org/View/848858
30. Joewono, T. B., & Kubota, H. (2007). User Perceptions of Private Paratransit Operation in Indonesia. Journal of Public Transportation, 10(4), 99-118. Retrieved April 02, 2024, from https://www.sciencedirect.com/science/article/pii/S1077291X22003101/pdfft?md5=dc6b0efa18cfcc7cbbd5dfe9579a6b19&pid=1-s2.0-S1077291X22003101-main.pdf
31. Johnson, M., Gustafsson, A., Andreassen, T., Lervik, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22, 217-245. Retrieved April 03, 2024, from https://www.sciencedirect.com/science/article/pii/S0167487001000307/pdfft?md5=356659125856aebb95e39d700f7b526b&pid=1-s2.0-S0167487001000307-main.pdf
32. Kotler, P. (2001). Kotler on Marketing: How to Create, Win and Dominate Market. New York: Simon & Schuster.
33. Laura, N. (2016). The effect of trust and service quality toward patient satisfaction with customer values intervening variable. Binus Business Review, 7(2), 157-162. doi: 10.21512/bbr.v7i2.1589
34. Lim, J. (2012, December 01). Bus Stands in Malaysia: Significance, Reality, Perceptions & 10 Aspects to Improve On. Retrieved April 02, 2024, from JaphethLim: https://blog.japhethlim.com/index.php/2012/12/01/bus-stands-in-malaysia-significance-reality-perceptions-10-aspects-to-improve-on/
35. Lott, M., & Daly, H. E. (2015). Environmental Sustainability/Climate Change (A62) A62 The Impacts of Transport Sector Decarboni-sation Pathways on Air Quality and Public Health in the United Kingdom. Journal of Transport & Health, 2(2), S37. doi: http://dx.doi.org/10.1016/j.jth.2015.04.550
36. Lu, L., Zhou, W., & Xue, L. (2018, April 04). How Did Shenzhen, China Build World’s Largest Electric Bus Fleet? Retrieved April 02, 2024, from World Resource Institute: https://www.wri.org/insights/how-did-shenzhen-china-build-worlds-largest-electric-bus-fleet
37. Marcucci, E., & Gatta, V. (2007). Quality and public transport service contracts. European Transport, 36, 92-106. Retrieved April 03, 2024, from https://scholar.google.com/scholar_lookup?title=Quality%20and%20public%20transport%20service%20contracts.&publication_year=2007&author=E.%20Marcucci&author=V.%20Gatta
38. Martin, W. B. (1995). Managing Quality Customer Service. California: Crisp Publications Inc. Retrieved April 02, 2024
39. (2015). Ministry of Heavy Industry & Public Enterprises. New Delhi: Government of India. Retrieved March 24, 2024, from https://dhi.nic.in/sites/default/files/2023-09/OM_FAME_India.PDF
40. Ministry of Housing and Urban Affairs. (2015, June 25). Smart Cities. Retrieved April 03, 2024, from MOHUA: https://mohua.gov.in/cms/smart-cit-ies.php#:~:text=The%20Government%20of%20India%20has,Mission%20on%2025%20June%202015.&text=The%20objective%20is%20to%20promote,application%20of%20'Smart'%20Solutions.
41. Ministry of Petroleum and Natural Gas. (2022). Annual Report 2022-23. New Delhi: Government of India. Retrieved April 02, 2024, from https://mopng.gov.in/files/TableManagements/annualreport2223.pdf
42. National Electric Mobility Mission Plan (NEMMP). (2020). National Electric Mobility Mission Plan 2020 (NEMMP). New Delhi: Minis-try of Heavy Industries and Public Enterprises, Government of India. Retrieved March 21, 2024, from https://heavyindustries.gov.in/sites/default/files/2023-07/NEMMP-2020.pdf
43. Olio, L. D., Ibeas, A., Cecín, P., & Olio, F. d. (2011). Willingness to pay for improving service quality in a multimodal area. Transpor-tation Research Part C: Emerging Technologies, 9(6), 1060-1070. doi: https://doi.org/10.1016/j.trc.2011.06.004
44. Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implication for future research. Jour-nal of Marketing, 40, 41-50. Retrieved April 03, 2024, from https://journals.sagepub.com/doi/abs/10.1177/002224298504900403
45. Reichheld, F. F., & Sasser, W. E. (1990, September 15). Zero Defections: Quality Comes to Services. Retrieved April 02, 2024, from Harward Business Review: https://hbr.org/1990/09/zero-defections-quality-comes-to-services
46. Shabarien, M. S., Abdullah, M. F., Sufahani, S. F., & Ahmad, W. N. (2023). Customer Satisfaction Index On The Electrical Buses (Electrical Vehicle) In Malaysia: Case Study On The Affordability, Safety and Accessibility. International journal of renewable energy research, 13(2), 757-767. Retrieved April 02, 2024, from https://www.ijrer.org/ijrer/index.php/ijrer/article/view/13798
47. Soltani, S. H., Sham, M., Awang, M., & Yaman, R. (2012). Accessibility for Disabled in Public Transportation Terminal. Procedia - Social and Behavioral Sciences, 35, 89-96. doi: https://doi.org/10.1016/j.sbspro.2012.02.066
48. Teas, R. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57(4), 18-34. Retrieved April 02, 2024, from https://journals.sagepub.com/doi/abs/10.1177/002224299305700402
49. Tiseo, I. (2023). Per capita carbon dioxide (CO₂) emissions from fossil fuels in India from 1970 to 2022. New York: Statista. Retrieved April 02, 2024, from https://www.statista.com/statistics/606019/co2-emissions-india/
50. Tjiptono, F. (2000). Manajemen Jasa (Management -- Information services) (02 ed.). Yogyakarta: Andi Offset. Retrieved April 02, 2024, from https://lib.ui.ac.id/detail?id=20189163&location=lokal
51. Transportation Research Board. (2003a). A Guidebook for Developing a Transit Performance-Measurement System. Transit Cooperative Research Program, Report 88. Washington, D.C: National Academy Press. Retrieved April 02, 2024, from https://scholar.google.com/scholar_lookup?title=A%20Guidebook%20for%20Developing%20a%20Transit%20Performance-Measure-ment%20System.%20Transit%20Cooperative%20Research%20Program%2C%20Report%2088&publication_year=2003&author=Transportation%20Research%20Board
52. Transportation Research Board. (2003b). Transit Capacity and Quality of Service Manual. Transit Cooperative Research Program, Re-port 100. Washington, D.C: National Academy Press. Retrieved April 02, 2024, from https://scholar.google.com/scholar_lookup?title=Transit%20Capacity%20and%20Quality%20of%20Service%20Manual.%20Transit%20Cooperative%20Research%20Program%2C%20Report%20100&publication_year=2003&author=Transportation%20Research%20Board
53. Tyrinopoulos, Y., & Antoniou, C. (2018). Public transit user satisfaction: Variability and policy implications. Transport Policy, 15(4), 260-272. doi: https://doi.org/10.1016/j.tranpol.2008.06.002
54. Urban Mass Transit Company Limited. (2022). Aligarh Comprehensive Mobility Plan. New Delhi: Urban Mass Transit Company Lim-ited. Retrieved April 03, 2024
55. Zeithaml, V., & Bitner, M. (2000). Services Marketing: Integrating Customer Focus across the Firm (02 ed.). Boston: McGraw-Hill. Re-trieved April 02, 2024, from https://www.google.co.in/books/edition/EBOOK_Services_Marketing_Integrating_Cus/ysovEAAAQBAJ?hl=en&gbpv=1&printsec=frontcover
Downloads
How to Cite
Khan, R. A., Humam, M. ., & Fazli, M. F. . (2024). Enhancing Customer Satisfaction Index for Electric Bus service in Aligarh smart city: A case study on critical attributes and improvement strategies. International Journal of Engineering & Technology, 13(2), 235-251. https://doi.org/10.14419/0xpdx433
ACM

ACS

APA

ABNT

Chicago

Harvard

IEEE

MLA

Turabian

Vancouver

Download Citation

Endnote/Zotero/Mendeley (RIS)

BibTeX

Enhancing Customer Satisfaction Index for Electric Bus service in Aligarh smart city: A case study on critical attributes and improvement strategies

Authors

Abstract

References

Downloads

How to Cite

Published