Service quality assessment of public bus transportation in Cavite /
by Irish C. Abella and Goldhie Wren A. Barredo.
- Indang, Cavite : Cavite State University- Main Campus, 2022.
- xvi, 113 pages : illustrations ; 28 cm.
Thesis (Bachelor of Science in Industrial Engineering) Cavite State University
Includes bibliographical references.
College of Engineering and Information Technology (CEIT) College of Engineering and Information Technology (CEIT)
ABELLA, IRISH C. and BARREDO, GOLDHIE WREN A. Service Quality Assessment of Public Bus Transportation in Cavite. Undergraduate Thesis. Bachelor of Science in Industrial Engineering. Cavite State University, Indang, Cavite. July 2022. Adviser: Engr. Harry D. Ednacot Jr.
This study was made in order to assess the service quality and identify the service gap that exist in the four public bus transportation in Cavite, namely: Erjohn and Almark, San Agustin, Saulog Transit and Baes Express. This study was conducted from January 2021 to May 2022. A descriptive method of research design was utilized and employed a survey questionnaire to gather data from respondents. The researcher was able to acquire the required number of respondents for this study which is 399, that is 100 percent of the required respondents. Based on the results, the study revealed that the four public bus transportation in Cavite obtained a negative gap score: (Erjohn and Almark: -0.5015, San Agustin: -0.4831, Saulog: -0.4760, Baes Express: -0.6169) which indicates that the four public bus companies' services that their customer perceived were not able to meet their expectation. The study was able to provide recommendations for the service quality improvements. Lastly, a developed service framework was provided for public bus transportation services.