TY - JOUR
T1 - Service quality of bus performance in Asia
T2 - a systematic literature review and conceptual framework
AU - Bakar, Muhammad Fadhlullah Abu
AU - Norhisham, Shuhairy
AU - Katman, Herda Yati
AU - Fai, Chow Ming
AU - Azlan, Nor Najwa Irina Mohd
AU - Samsudin, Nur Sarah Shaziah
N1 - Funding Information:
Acknowledgments: The authors are grateful to the support from Yayasan Canselor Universiti TenagaNasionalforfacilitatingthisresearchunderresearchgrant(202101012YCU,202101015YCU and202101018YCU),providingascholarshipforpostgraduatestudiesandBOLDPublicationFund (J510050002—IC-6BOLDREFRESH2025—CENTREOFEXCELLENCE).Authorssincerelythanksto Institute of Energy Infrastructure (IEI) and Innovation Research Management Centre (IRMC), UniversitiTenagaNasionalaswell.
Funding Information:
This research was funded by Yayasan Canselor Universiti Tenaga Nasional, grant numbers: 202101012YCU, 202101015YCU and 202101018YCU. The APC was funded by BOLD Publication Fund (J510050002—IC-6 BOLDREFRESH2025—CENTRE OF EXCELLENCE) by Universiti Tenaga Nasional. The authors are grateful to the support from Yayasan Canselor Universiti Tenaga Nasional for facilitating this research under research grant (202101012YCU, 202101015YCU and 202101018YCU), providing a scholarship for postgraduate studies and BOLD Publication Fund (J510050002—IC-6 BOLDREFRESH2025—CENTRE OF EXCELLENCE). Authors sincerely thanks to Institute of Energy Infrastructure (IEI) and Innovation Research Management Centre (IRMC), Universiti Tenaga Nasional as well.
Publisher Copyright:
© 2022 by the authors. Licensee MDPI, Basel, Switzerland.
PY - 2022/7/1
Y1 - 2022/7/1
N2 - Bus services have played a significant role in public transportation, especially in urban areas throughout the years. Since bus services compete greatly with other types of public transportation, such as e-hailing services and private vehicles, they have recently attracted scholars to conduct many relevant studies. However, research in assessing public transport networks in urban areas by researchers by using systematic literature review is lacking. There are definitive gaps between quality standards set by the transportation regulatory authority and what bus operators can provide based on their obligations. Therefore, the present study had concentrated on the service quality of bus services in Asia by using the systematic literature review of articles. This study was based on previous studies, specifically on service quality of performance. Several previous studies were selected by using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRIMSA) approach. SCOPUS and Science Direct were chosen as the main journal database. Through this approach, 41 articles were selected for further analysis. This study was focused on three primary themes: study approach, stakeholders, and service quality attributes. An advanced analysis on these primary themes was used to formulate another 18 sub-themes. All themes and sub-themes which reflected the significant impacts of service quality towards bus services were discussed in detail. This study addressed several qualities of bus services and bus performance in regard to the improvement of urban transportation polices. Several recommendations that can provide necessary knowledge and information for future research were also presented.
AB - Bus services have played a significant role in public transportation, especially in urban areas throughout the years. Since bus services compete greatly with other types of public transportation, such as e-hailing services and private vehicles, they have recently attracted scholars to conduct many relevant studies. However, research in assessing public transport networks in urban areas by researchers by using systematic literature review is lacking. There are definitive gaps between quality standards set by the transportation regulatory authority and what bus operators can provide based on their obligations. Therefore, the present study had concentrated on the service quality of bus services in Asia by using the systematic literature review of articles. This study was based on previous studies, specifically on service quality of performance. Several previous studies were selected by using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRIMSA) approach. SCOPUS and Science Direct were chosen as the main journal database. Through this approach, 41 articles were selected for further analysis. This study was focused on three primary themes: study approach, stakeholders, and service quality attributes. An advanced analysis on these primary themes was used to formulate another 18 sub-themes. All themes and sub-themes which reflected the significant impacts of service quality towards bus services were discussed in detail. This study addressed several qualities of bus services and bus performance in regard to the improvement of urban transportation polices. Several recommendations that can provide necessary knowledge and information for future research were also presented.
KW - bus services
KW - public transportation
KW - quality of services
KW - systematic literature review
KW - urban transportation
UR - http://www.scopus.com/inward/record.url?scp=85133538297&partnerID=8YFLogxK
U2 - 10.3390/su14137998
DO - 10.3390/su14137998
M3 - Review Article
AN - SCOPUS:85133538297
SN - 2071-1050
VL - 14
JO - Sustainability
JF - Sustainability
IS - 13
M1 - 7998
ER -
