How to cite this paper
Priyanto, K., Ricardianto, P., Gunawan, A., Ikawati, I., Ra-harjo, E., Cahyono, S., Tursilarini, T., Hidayatulloh, A., Purnama, A & Endri, E. (2023). Passenger perception of commuter line service quality in Indonesia.International Journal of Data and Network Science, 7(4), 1729-1738.
Refrences
Ali, F., Dey, B. L., & Filieri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines. International Journal of Quality & Reliability Management, 32(5), 486-502.
Bakti, I. G. M. Y., Rakhmawati, T., Sumaedi, S., & Damayanti, S. (2020). Railway commuter line passengers’ perceived service quality: hedonic and utilitarian framework. Transportation Research Procedia, 48, 207-217.
Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: applying a SERVQUAL model. International Journal of Health Care Quality Assurance., 23(7), 658–673.
Chou, J. S., & Kim, C. (2009). A structural equation analysis of the QSL relationship with passenger riding experience on high-speed rail: An empirical study of Taiwan and Korea. Expert Systems with Applications, 36(3), 6945–6955.
Collins, C., Hasan, S., & Ukkusuri, S. V. (2013). A novel transit rider satisfaction metric: Rider sentiments measured from online social media data. Journal of Public Transportation, 16(2), 21-45.
Colquit, J. A., LePine, J. A., & Wesson, M. J. (2015). Organizational Behavior, Improving Performance and Commitment in the Workplace (14th Eds). New York: McGraw-Hill Education.
Cronin, J., & Taylor, S. (2014). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, pp. 56, 55–68.
Currie, G., Delbosc, A., & Mahmoud, S. (2013). Factors influencing young people's perceptions of personal safety on pub-lic transport. Journal of Public Transportation, 16(1), 1-19.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investiga-tion of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.
De Ona, J., de Oña, R., Eboli, L., & Mazzulla, G. (2015). Heterogeneity in perceptions of service quality among groups of railway passengers. International Journal of Sustainable Transportation, 9(8), 612-626.
Dziekan, K. (2008). Ease-of-use in public transportation: A user perspective on information and orientation aspects. (Doctoral dissertation, KTH: School of Architecture and the Built Environment (ABE), Transport and Economics, Traffic and Logistics).
Eboli, L., & Mazzulla, G. (2012). Performance indicators for an objective measure of public transport service quality. Eu-ropean Transport - Trasporti Europei, 51, 1–21.
Eboli, L., Mazzulla, G., & Pungillo, G. (2016). Measuring bus comfort levels by using instantaneous acceleration values. Transportation Research Procedia, 18, 27-34.
Fan, Y., Guthrie, A., & Levinson, D. (2016). Waiting time perceptions at transit stops and stations: Effects of basic ameni-ties, gender, and security. Transportation Research Part A: Policy and Practice, pp. 88, 251–264.
Farris, P. W., Bendle, N., Pfeifer, P., & Reibstein, D. (2010). Marketing Metrics: The Definitive Guide to Measuring Mar-keting Performance. New Jersey: Pearson Education.
Fatmawatie, N., & Endri, E. (2022). Implementation of the principles of financial governance in service compa-nies. Journal of Governance & Regulation, 11(4), 33–45. https://doi.org/10.22495/jgrv11i4art4
Hailuddin, H., Suryatni, M., Yuliadi, I., Canon, S., Syafrudin, S., & Endri, E. (2022). Beach Area Development Strategy as the Prime Tourism Area in Indonesia. Journal of Environmental Management and Tourism, 13(2), 414-426.
Haustein, S., Siren, A., Framke, E., Bell, D., Pokriefke, E., Alauzet, A., & O’Neill, D. (2013). Demographic change and transport.
Imaz, A., Habib, K. M. N., Shalaby, A., & Idris, A. O. (2015). Investigating the factors affecting transit user loyalty. Pub-lic Transport, 7(1), 39-60.
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. International Journal of Data and Network Science, 6(2), 497-508. DOI: 10.5267/j.ijdns.2021.12.004
Irfan, S. M., Kee, D. M. H., & Shahbaz, S. (2012). Service quality and rail transport in Pakistan: A passenger perspective. World Applied Sciences Journal, 18(3), 361–369.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction, and loyalty in the automobile repair services sec-tor. International Journal of Quality & Reliability Management, 32(3), 250-269.
Javid, M. A., Okamura, T., Nakamura, F., & Wang, R. (2013). Comparison of commuters’ satisfaction and preferences with public transport: A case of wagon service in Lahore’. Jordan Journal of Civil Engineering, 7(4), 461–472.
Jen, W., Tu, R., & Lu, T. (2011). Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers. Transportation, 38(2), 321-342.
Joewono, T. B., & Kubota, H. (2007). User satisfaction with paratransit in competition with motorization in Indonesia: an-ticipation of future implications. Transportation, 34(3), 337-354.
Karlsson, J., & Larsson, E. (2010). Passengers’ valuation of quality in public transport with focus on comfort: a study of local and regional buses in the City of Gothenburg—[Master of Science Thesis in Geo and Water Engineering] Chalmers University of Technology.
Khalid, U. A., Bachok, S., Osman, M. M., & Ibrahim, M. (2014). User perceptions of rail public transport services in Kua-la Lumpur, Malaysia: KTM Komuter. Procedia-Social and Behavioral Sciences, 153, 566–573.
Kotler, P., & Caslione, J. A. (2009). How marketers can respond to recession and turbulence. Journal of Customer Behav-iour, 8(2), 187-191.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th Eds.). Upper Saddle River, N.J: Prentice Hall Internation-al.
Lai, W.-T., & Chen, C.-F. (2011). Behavioral intentions of public transit passengers - The roles of service quality, per-ceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325.
Luthans, F. (2015). Organizational Behavior (10 th eds.). New York: McGraw-Hill. Inc.
Mahmoud, M., & Hine, J. (2013). Using AHP to measure the perception gap between current and potential users of bus services. Transportation Planning and Technology, 36(1), 4-23.
Mandhani, J., Nayak, J. K., & Parida, M. (2021). Establishing service quality interrelations for Metro rail transit: Does gender really matter? Transportation Research Part D: Transport and Environment, 97, 102888.
Mansur, S., Saragih, N., Susilawati, S., Udud, Y., & Endri, E. (2021). Consumer Brand Engagement and Brand Communi-cations on Destination Brand Equity Maritime Tourism in Indonesia. Journal of Environmental Management and Tour-ism, 14(4), 1032-1042. https://doi.org/10.14505//jemt.v12.4(52).16
Marinov, M., Agajere, O., Bigotte, M., Proietti, D., & Gerenska, I. (2014). Customer satisfaction factors for light rail: what can we learn from a successful case? Transport Problems, 9, 45–59.
Marteache, N., Bichler, G., & Enriquez, J. (2015). Mind the gap: perceptions of passenger aggression and train car super-vision in a commuter rail system. Journal of Public Transportation, 18(2), 5.
Mwesigwa, R., Tusiime, I., & Ssekiziyivu, B. (2020). Leadership styles, job satisfaction and organizational commitment among academic staff in public universities. Journal of Management Development, 39(2), 253–268.
Nandan, S. (2010). Determinants of customer satisfaction on service quality: A study of railway platforms in India. Jour-nal of Public Transportation, 13(1), 97–113.
Oghojafor, B. E. A., Ladipo, K. A. P., Ighomereho, O. S., & Odunewu, A. V. (2014). Determinants of customer satisfaction and loyalty in the Nigerian telecommunications industry. British Journal of Marketing Studies, 2(5), 67–83.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on The Customer. McGraw-Hill.
Pahala, Y., Widodo, S., Kadarwati., Azhari, M., Muliyati., Lestari, N.I., Madjid, S.A., Sidjabat, S., Limakrisna, N., & En-dri, E. (2021). The effects of service operation engineering and green marketing on consumer buying interest. Uncer-tain Supply Chain Management, 9(3), 603–608. https://doi: 10.5267/j.uscm.2021.5.011
Parasuraman, A. (2010). Service productivity, quality, and innovation. International Journal of Quality and Service Sci-ences, 2(3), 277-286.
Parasuraman, A., Zeithaml, A. V., & Berry, L. L. (2005). Delivering Service Quality: Balancing Customer Perception on Expectation. Free Press.
Park, J. W. (2007). Passenger perceptions of service quality: Korean and Australian case studies. Journal of Air Transport Management, 13(4), 238–242.
Park, R. K., & De, P. (2015). An alternative approach to efficiency measurement of seaports. Port Management, 6, 273-292.
Ponrahono, Z., Bachok, S., Osman, M. M., Ibrahim, M., Abdullah, M. F., & Abdullah, A. (2015). Assessing the urban and rural stage bus services disparities in Peninsula Malaysia. Journal of the Malaysian Institute of Planners, 13, 65–84.
Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, 14(4), 374–395.
Ricardianto, P., Yanto, T., Wardhono, D., Fachrial, P., Sari, M., Suryobuwono, A., Perwitasari, E., Gunawan, A., Indriyati, I & Endri, E. (2023). The impact of service quality, ticket price policy, and passenger trust on airport train passenger loyalty.Uncertain Supply Chain Management, 11(1), 307-318. doi 10.5267/j.uscm.2022.9.012
Ricardianto, P., Lermatan, E., Thamrin, M., Abdurachman, E., Subagyo, H., Priadi, A., & Endri, E. (2022). Impact of load-ing and unloading productivity on service user satisfaction. Uncertain Supply Chain Management, 10(3), 845-854.
Ricardianto, P., Wibowo, H., Agusinta, L., Abdurachman, E., Suryobuwono, A., Fachrial, P., Setiawan, A., Rafi, S., Maemunah, S & Endri, E. (2021). Determinants of airport train operational performance. International Journal of Da-ta and Network Science, 6(1), 91-98. doi: 10.5267/j.ijdns.2021.9.019.
Sachdev, S. B., & Verma, H. V. (2004). The relative importance of service quality dimensions: A multisectoral study. Journal of Services Research, 4(1), 76-86.
Saputra, A. D. (2010). Analysis of Train Passenger Responses on Provided Services (Case Study PT Kereta Api Indonesia and Statens Jarnvargar (SJ) AB, Sweden). Service Science Program Karlstad University Spring 2010.
Shen, W., Xiao, W., & Wang, X. (2016). Passenger satisfaction evaluation model for Urban rail transit: A structural equa-tion modeling based on partial least squares. Transport Policy, 46, 20-31.
Shin, D., & Elliott, K. M. (2001). Measuring customers’ overall satisfaction: A multi-attributes assessment. Services Marketing Quarterly, 22(1), 3–19.
Sultana, S., Rouf, K. B. A., Ahmed, S. S., Hossain, M., & Hossain, D. M. (2020). Redesigning the interiors of public buses in Dhaka city: Exploring the gender-based perceptions and preferences of young public bus users. Asian Transport Studies, 6, 100010.
Susilo, Y. O., Joewono, T. B., & Santosa, W. (2010). An exploration of public transport users’ attitudes and preferences towards various policies in Indonesia: some preliminary results. Journal of the Eastern Asia Society for Transportation Studies, 8, 1230-1244.
Tsoukatos, E., & Mastrojianni, E. (2010). Key determinants of service quality in retail banking. EuroMed Journal of Busi-ness., 5(1), 85-100.
Wang, H. W., Peng, Z. R., Lu, Q. C., Sun, D. J., & Bai, C. (2018). Assessing effects of bus service quality on passengers' taxi-hiring Behavior. Transport, 33(4), 1030-1044.
Wong, R. C. P., Szeto, W. Y., Yang, L., Li, Y. C., & Wong, S. C. (2017). Elderly users’ level of satisfaction with public transport services in a high-density and transit-oriented city. Journal of Transport & Health, 7, 209-217.
Wong, R. C. P., Szeto, W. Y., Yang, L., Li, Y. C., & Wong, S. C. (2018). Public transport policy measures for improving elderly mobility. Transport Policy, 63, 73-79.
Wu, H. C., & Ko, Y. J. (2013). Assessment of service quality in the hotel industry. Journal of Quality Assurance in Hospi-tality & Tourism, 14(3), 218-244.
Yanık, S., Aktas, E., & Topcu, Y. I. (2017). Traveler satisfaction in rapid rail systems: The case of Istanbul metro. Interna-tional Journal of Sustainable Transportation, 11(9), 642-658.
Zhen, F., Cao, J., & Tang, J. (2018). Exploring correlates of passenger satisfaction and service improvement priorities of the Shanghai-Nanjing High-Speed Rail. Journal of Transport and Land Use, 11(1), 559-573.
Zineldin, M. (2000). Total relationship management (TRM) and total quality management (TQM). Managerial Auditing Journal, 15(1), 20–28.
Bakti, I. G. M. Y., Rakhmawati, T., Sumaedi, S., & Damayanti, S. (2020). Railway commuter line passengers’ perceived service quality: hedonic and utilitarian framework. Transportation Research Procedia, 48, 207-217.
Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: applying a SERVQUAL model. International Journal of Health Care Quality Assurance., 23(7), 658–673.
Chou, J. S., & Kim, C. (2009). A structural equation analysis of the QSL relationship with passenger riding experience on high-speed rail: An empirical study of Taiwan and Korea. Expert Systems with Applications, 36(3), 6945–6955.
Collins, C., Hasan, S., & Ukkusuri, S. V. (2013). A novel transit rider satisfaction metric: Rider sentiments measured from online social media data. Journal of Public Transportation, 16(2), 21-45.
Colquit, J. A., LePine, J. A., & Wesson, M. J. (2015). Organizational Behavior, Improving Performance and Commitment in the Workplace (14th Eds). New York: McGraw-Hill Education.
Cronin, J., & Taylor, S. (2014). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, pp. 56, 55–68.
Currie, G., Delbosc, A., & Mahmoud, S. (2013). Factors influencing young people's perceptions of personal safety on pub-lic transport. Journal of Public Transportation, 16(1), 1-19.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investiga-tion of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.
De Ona, J., de Oña, R., Eboli, L., & Mazzulla, G. (2015). Heterogeneity in perceptions of service quality among groups of railway passengers. International Journal of Sustainable Transportation, 9(8), 612-626.
Dziekan, K. (2008). Ease-of-use in public transportation: A user perspective on information and orientation aspects. (Doctoral dissertation, KTH: School of Architecture and the Built Environment (ABE), Transport and Economics, Traffic and Logistics).
Eboli, L., & Mazzulla, G. (2012). Performance indicators for an objective measure of public transport service quality. Eu-ropean Transport - Trasporti Europei, 51, 1–21.
Eboli, L., Mazzulla, G., & Pungillo, G. (2016). Measuring bus comfort levels by using instantaneous acceleration values. Transportation Research Procedia, 18, 27-34.
Fan, Y., Guthrie, A., & Levinson, D. (2016). Waiting time perceptions at transit stops and stations: Effects of basic ameni-ties, gender, and security. Transportation Research Part A: Policy and Practice, pp. 88, 251–264.
Farris, P. W., Bendle, N., Pfeifer, P., & Reibstein, D. (2010). Marketing Metrics: The Definitive Guide to Measuring Mar-keting Performance. New Jersey: Pearson Education.
Fatmawatie, N., & Endri, E. (2022). Implementation of the principles of financial governance in service compa-nies. Journal of Governance & Regulation, 11(4), 33–45. https://doi.org/10.22495/jgrv11i4art4
Hailuddin, H., Suryatni, M., Yuliadi, I., Canon, S., Syafrudin, S., & Endri, E. (2022). Beach Area Development Strategy as the Prime Tourism Area in Indonesia. Journal of Environmental Management and Tourism, 13(2), 414-426.
Haustein, S., Siren, A., Framke, E., Bell, D., Pokriefke, E., Alauzet, A., & O’Neill, D. (2013). Demographic change and transport.
Imaz, A., Habib, K. M. N., Shalaby, A., & Idris, A. O. (2015). Investigating the factors affecting transit user loyalty. Pub-lic Transport, 7(1), 39-60.
Indrasari, A., Nadjmie, N & Endri, E. (2022). Determinants of satisfaction and loyalty of e-banking users during the COVID-19 pandemic. International Journal of Data and Network Science, 6(2), 497-508. DOI: 10.5267/j.ijdns.2021.12.004
Irfan, S. M., Kee, D. M. H., & Shahbaz, S. (2012). Service quality and rail transport in Pakistan: A passenger perspective. World Applied Sciences Journal, 18(3), 361–369.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction, and loyalty in the automobile repair services sec-tor. International Journal of Quality & Reliability Management, 32(3), 250-269.
Javid, M. A., Okamura, T., Nakamura, F., & Wang, R. (2013). Comparison of commuters’ satisfaction and preferences with public transport: A case of wagon service in Lahore’. Jordan Journal of Civil Engineering, 7(4), 461–472.
Jen, W., Tu, R., & Lu, T. (2011). Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers. Transportation, 38(2), 321-342.
Joewono, T. B., & Kubota, H. (2007). User satisfaction with paratransit in competition with motorization in Indonesia: an-ticipation of future implications. Transportation, 34(3), 337-354.
Karlsson, J., & Larsson, E. (2010). Passengers’ valuation of quality in public transport with focus on comfort: a study of local and regional buses in the City of Gothenburg—[Master of Science Thesis in Geo and Water Engineering] Chalmers University of Technology.
Khalid, U. A., Bachok, S., Osman, M. M., & Ibrahim, M. (2014). User perceptions of rail public transport services in Kua-la Lumpur, Malaysia: KTM Komuter. Procedia-Social and Behavioral Sciences, 153, 566–573.
Kotler, P., & Caslione, J. A. (2009). How marketers can respond to recession and turbulence. Journal of Customer Behav-iour, 8(2), 187-191.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th Eds.). Upper Saddle River, N.J: Prentice Hall Internation-al.
Lai, W.-T., & Chen, C.-F. (2011). Behavioral intentions of public transit passengers - The roles of service quality, per-ceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325.
Luthans, F. (2015). Organizational Behavior (10 th eds.). New York: McGraw-Hill. Inc.
Mahmoud, M., & Hine, J. (2013). Using AHP to measure the perception gap between current and potential users of bus services. Transportation Planning and Technology, 36(1), 4-23.
Mandhani, J., Nayak, J. K., & Parida, M. (2021). Establishing service quality interrelations for Metro rail transit: Does gender really matter? Transportation Research Part D: Transport and Environment, 97, 102888.
Mansur, S., Saragih, N., Susilawati, S., Udud, Y., & Endri, E. (2021). Consumer Brand Engagement and Brand Communi-cations on Destination Brand Equity Maritime Tourism in Indonesia. Journal of Environmental Management and Tour-ism, 14(4), 1032-1042. https://doi.org/10.14505//jemt.v12.4(52).16
Marinov, M., Agajere, O., Bigotte, M., Proietti, D., & Gerenska, I. (2014). Customer satisfaction factors for light rail: what can we learn from a successful case? Transport Problems, 9, 45–59.
Marteache, N., Bichler, G., & Enriquez, J. (2015). Mind the gap: perceptions of passenger aggression and train car super-vision in a commuter rail system. Journal of Public Transportation, 18(2), 5.
Mwesigwa, R., Tusiime, I., & Ssekiziyivu, B. (2020). Leadership styles, job satisfaction and organizational commitment among academic staff in public universities. Journal of Management Development, 39(2), 253–268.
Nandan, S. (2010). Determinants of customer satisfaction on service quality: A study of railway platforms in India. Jour-nal of Public Transportation, 13(1), 97–113.
Oghojafor, B. E. A., Ladipo, K. A. P., Ighomereho, O. S., & Odunewu, A. V. (2014). Determinants of customer satisfaction and loyalty in the Nigerian telecommunications industry. British Journal of Marketing Studies, 2(5), 67–83.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on The Customer. McGraw-Hill.
Pahala, Y., Widodo, S., Kadarwati., Azhari, M., Muliyati., Lestari, N.I., Madjid, S.A., Sidjabat, S., Limakrisna, N., & En-dri, E. (2021). The effects of service operation engineering and green marketing on consumer buying interest. Uncer-tain Supply Chain Management, 9(3), 603–608. https://doi: 10.5267/j.uscm.2021.5.011
Parasuraman, A. (2010). Service productivity, quality, and innovation. International Journal of Quality and Service Sci-ences, 2(3), 277-286.
Parasuraman, A., Zeithaml, A. V., & Berry, L. L. (2005). Delivering Service Quality: Balancing Customer Perception on Expectation. Free Press.
Park, J. W. (2007). Passenger perceptions of service quality: Korean and Australian case studies. Journal of Air Transport Management, 13(4), 238–242.
Park, R. K., & De, P. (2015). An alternative approach to efficiency measurement of seaports. Port Management, 6, 273-292.
Ponrahono, Z., Bachok, S., Osman, M. M., Ibrahim, M., Abdullah, M. F., & Abdullah, A. (2015). Assessing the urban and rural stage bus services disparities in Peninsula Malaysia. Journal of the Malaysian Institute of Planners, 13, 65–84.
Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, 14(4), 374–395.
Ricardianto, P., Yanto, T., Wardhono, D., Fachrial, P., Sari, M., Suryobuwono, A., Perwitasari, E., Gunawan, A., Indriyati, I & Endri, E. (2023). The impact of service quality, ticket price policy, and passenger trust on airport train passenger loyalty.Uncertain Supply Chain Management, 11(1), 307-318. doi 10.5267/j.uscm.2022.9.012
Ricardianto, P., Lermatan, E., Thamrin, M., Abdurachman, E., Subagyo, H., Priadi, A., & Endri, E. (2022). Impact of load-ing and unloading productivity on service user satisfaction. Uncertain Supply Chain Management, 10(3), 845-854.
Ricardianto, P., Wibowo, H., Agusinta, L., Abdurachman, E., Suryobuwono, A., Fachrial, P., Setiawan, A., Rafi, S., Maemunah, S & Endri, E. (2021). Determinants of airport train operational performance. International Journal of Da-ta and Network Science, 6(1), 91-98. doi: 10.5267/j.ijdns.2021.9.019.
Sachdev, S. B., & Verma, H. V. (2004). The relative importance of service quality dimensions: A multisectoral study. Journal of Services Research, 4(1), 76-86.
Saputra, A. D. (2010). Analysis of Train Passenger Responses on Provided Services (Case Study PT Kereta Api Indonesia and Statens Jarnvargar (SJ) AB, Sweden). Service Science Program Karlstad University Spring 2010.
Shen, W., Xiao, W., & Wang, X. (2016). Passenger satisfaction evaluation model for Urban rail transit: A structural equa-tion modeling based on partial least squares. Transport Policy, 46, 20-31.
Shin, D., & Elliott, K. M. (2001). Measuring customers’ overall satisfaction: A multi-attributes assessment. Services Marketing Quarterly, 22(1), 3–19.
Sultana, S., Rouf, K. B. A., Ahmed, S. S., Hossain, M., & Hossain, D. M. (2020). Redesigning the interiors of public buses in Dhaka city: Exploring the gender-based perceptions and preferences of young public bus users. Asian Transport Studies, 6, 100010.
Susilo, Y. O., Joewono, T. B., & Santosa, W. (2010). An exploration of public transport users’ attitudes and preferences towards various policies in Indonesia: some preliminary results. Journal of the Eastern Asia Society for Transportation Studies, 8, 1230-1244.
Tsoukatos, E., & Mastrojianni, E. (2010). Key determinants of service quality in retail banking. EuroMed Journal of Busi-ness., 5(1), 85-100.
Wang, H. W., Peng, Z. R., Lu, Q. C., Sun, D. J., & Bai, C. (2018). Assessing effects of bus service quality on passengers' taxi-hiring Behavior. Transport, 33(4), 1030-1044.
Wong, R. C. P., Szeto, W. Y., Yang, L., Li, Y. C., & Wong, S. C. (2017). Elderly users’ level of satisfaction with public transport services in a high-density and transit-oriented city. Journal of Transport & Health, 7, 209-217.
Wong, R. C. P., Szeto, W. Y., Yang, L., Li, Y. C., & Wong, S. C. (2018). Public transport policy measures for improving elderly mobility. Transport Policy, 63, 73-79.
Wu, H. C., & Ko, Y. J. (2013). Assessment of service quality in the hotel industry. Journal of Quality Assurance in Hospi-tality & Tourism, 14(3), 218-244.
Yanık, S., Aktas, E., & Topcu, Y. I. (2017). Traveler satisfaction in rapid rail systems: The case of Istanbul metro. Interna-tional Journal of Sustainable Transportation, 11(9), 642-658.
Zhen, F., Cao, J., & Tang, J. (2018). Exploring correlates of passenger satisfaction and service improvement priorities of the Shanghai-Nanjing High-Speed Rail. Journal of Transport and Land Use, 11(1), 559-573.
Zineldin, M. (2000). Total relationship management (TRM) and total quality management (TQM). Managerial Auditing Journal, 15(1), 20–28.