Application of the SERVQUAL Model to evaluate the service quality of Arunachal Pradesh State Transport Service

Abstract

This study aims to evaluate the service quality of the Arunachal Pradesh State Transport Service (APSTS) based on passengers' perceptions and expectations using the SERVQUAL model. A survey of 385 respondents was conducted using a modified SERVQUAL questionnaire to assess their service perception and expectations. Reliability tests, construct validity tests, and Exploratory Factor Analysis (EFA) were performed using IBM SPSS to establish the reliability and validity of the SERVQUAL measurement scale. The analysis of passengers' responses revealed that the perceived service quality of passengers is alarmingly low, and a negative quality gap exists between passengers' perceptions and expectations in all five service quality dimensions. The quality gaps in each dimension are as follows: Tangibles (-2.35), Reliability (-0.86), Responsiveness (-1.84), Assurance (-1.20), and Empathy (-1.96). It indicates that passengers of APSTS are not satisfied with its services and expect more than what they receive from APSTS in all five dimensions of the SERVQUAL model. These findings suggest that the management of APSTS should revise the service quality criteria for each dimension and prioritise the dimensions with the highest quality gap (i.e., tangibles, empathy, and responsiveness) to improve its service quality.