Developing A Scale to Measure Passengers' Perception of Technology Enabled Service Quality in Public Transportation

Abstract

This research focuses on developing a scale to measure passenger perceptions of technology-enabled service quality (TESQ) in public transportation, specifically focusing on Andhra Pradesh State Road Transport Corporation (APSRTC) bus services. Based on established scale development procedures and insights from service quality and technology adoption literature, this study employs confirmatory factor analysis (CFA) to validate the factor structure of TESQ as perceived by passengers. Data from focus group interviews were used to inform the design of the survey instrument, which was then administered to a sample of 446 APSRTC passengers. The CFA validated a six-factor structure of TESQ: Tangibility, Reliability, Responsiveness, Assurance, Empathy, and Technology-Enabled Service. The study provides model fit indices, construct reliability, and validity tests. The findings emphasize the importance of both traditional and technology-specific aspects of service quality in public transport and contribute to the knowledge related to service quality in technology-integrated settings. This work provides an empirically grounded and validated measurement scale for future research. It provides a practical tool for public transport providers to use when assessing service quality.