Service quality is used to measure service. Oliver [1981] believed that it is different from satisfaction level. And it is
continuous evaluation of an event by customers. On the other hand, satisfaction level is a temporary response to an event by
customers. A conceptual model of service quality suggested by Parasuraman et al. [1986] encompassed 10 elements which was
considered the most completed and accepted. However, it is also too complicated to be measured. Thus, it was modified to include
only 5 factors, i.e. tangibles, reliability, responsiveness, assurance, and empathy [Parasuraman et al. 1988]. Wakefield [2001] also
mentioned that service quality is the difference between customers’ service expectation and perceived service. We defined service
quality of transportation as the subjective perception during the service process including ticket selling, riding, and arriving
destination. Customer satisfaction is the subjective perception after transportation service process.
Service quality is used to measure service. Oliver [1981] believed that it is different from satisfaction level. And it iscontinuous evaluation of an event by customers. On the other hand, satisfaction level is a temporary response to an event bycustomers. A conceptual model of service quality suggested by Parasuraman et al. [1986] encompassed 10 elements which wasconsidered the most completed and accepted. However, it is also too complicated to be measured. Thus, it was modified to includeonly 5 factors, i.e. tangibles, reliability, responsiveness, assurance, and empathy [Parasuraman et al. 1988]. Wakefield [2001] alsomentioned that service quality is the difference between customers’ service expectation and perceived service. We defined servicequality of transportation as the subjective perception during the service process including ticket selling, riding, and arrivingdestination. Customer satisfaction is the subjective perception after transportation service process.
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