Service quality assessment of transport network vehicle services among users in selected cities of Metro Manila / by Switzell D. Paquegs, Rhea Gean S. Ramos and Ana Marie M. Reyes.
Material type:
TextLanguage: English Publication details: Indang, Cavite, 2018. Cavite State University- Main Campus,Description: xvi, 56 p. : 28 cm. illustrationsContent type: - text
- unmediated
- volume
- 658.812 P19 2018
- College of Economics, Management, and Development Studies (CEMDS)
| Item type | Current library | Collection | Call number | Materials specified | URL | Status | Notes | Date due | Barcode |
|---|---|---|---|---|---|---|---|---|---|
Theses / Manuscripts
|
Ladislao N. Diwa Memorial Library Theses Section | Non-fiction | 658.812 P19 2018 (Browse shelf(Opens below)) | Link to resource | Room use only | T-7320 | 00011833 |
Thesis (Bachelor of Science in Business Management Major in Marketing Management) Cavite State University
Includes bibliographical references.
College of Economics, Management, and Development Studies (CEMDS)
PAQUEGS, SWITZELL D., RAMOS, RHEA GEAN S., and REYES, ANA MARIE Service Quality Assessment of TNVS Among Users. Undergraduate Thesis. Bachelor of Science in Business Management major in Marketing Management. Cavite State University, Indang, Cavite. January 2018. Adviser: Mr. Gener T. Cueno.
The study assessed the service quality of the transport network vehicle service (TNVS) based on the perception of its users. TNVS covered vehicles that provide pre-arranged transportation services for compensation, using an online-based application or platform technology to connect passengers with drivers using their personal vehicles. Specifically, the study aimed to: (a) describe the soc o-de ographic profile of the TNVS users in selected cities of Manila; (b) determine the travel behavior of TNVS users; (c) measure the TNVS' quality as perceived by the users; (d) compare the service quality perception of users towards TNV services when grouped based on their socio-demographic profile and; (e) compare the service quality perception of users towards TNV services when grouped based on their travel behavior. Four hundred commuters from the different cities of Metro Manila (i.e .Pasay, Makati, and Tagu g) were used and considered as the participants of the study. Descriptive and comparative research designs were used in the study. Descriptive research was employed to describe the demographic profile of the participants as well as their avel behavior. A comparative research was done thru the analysis of variance test to compare the differences on the service quality as perceived by the commuters when grouped based on socio-demographic profile and their travel behavior. Results showed that most of the users were millennials who were 18 to 35 years of age, female and employed as agents who worked for business process outsourcing
companies, house developers and automobile providers with the average monthly net income of P 10,001 — P 17,000. Results showed that among the transport network companies, services of Grab was considered the frequently availed service wherein participants were willing to spend as lower as P 200.00 to avail and enjoy the a faster mode of transportation, occasionally. In addition, the result of the analysis of services revealed that in terms of monthly income of the users' there was a significance difference in the perception towards the TNVS reliability when grouped based on the socio-demographic profile. This means that the perception would vary the commuters with higher average monthly net income or less.
In terms of travel behavior of users', there was significance difference in the perception towards the TNVS responsiveness, tangibility, assurance, reliability and empathy when grouped based on the users' travel behavior. This refers that the perception would vary whether the commuters' behaviors on TNC-TNVS availed and their reasons to avail.
Submitted copy to the University Library. 02/06/2018 T-7320