Commuters' Satisfaction in Service Quality of Public

COMMUTERS’ SATISFACTION IN
SERVICE QUALITY OF PUBLIC

TRICYCLE TRANSPORTATION FROM
POBLACION, MAGSAYSAY TO SAN JOSE
APPLIED RESEARCH 2
RESEARCH PROPOSAL
J E A N E L L E O C H AV E Z
MARIFELLE BISONGA
GENEZA PRANGUE
NICOLE CASTILLO
JELENE VIDAL
J A N U A RY, 2 0 1 9
OUTLINE OF PRESENTATION
I. INTRODUCTION
II. OBJECTIVES
III.METHODOLOGY
I-INTRODUCTION
Public transportation is a shared
passenger transportation service which is
available for use by the general public
(Wagikondi, 2013). It provides service for
people’s daily life that affects different
sectors of a society such as employment,
education and health. Forming the
backbone of any efficient mobility (UTPI,
2015), it became a vital aspect in
economic development of a community.
According to Liao (2013) in a developing country,
numbers of commuters are arising which constitutes
a higher demand of satisfaction. In spite of that, as
public transport organizations grow older and
matured, the quality of service dwindles down with
public being left with no option but to accept what is
offered (Andreassen, 1994). To help this situation the
concept of quality need to be introduced into public
transportation for meeting the quality expectations
of the public (Ancarani & Capaldo, 2001).
Service quality is generally visualized as the sum of customer
perceptions of the service experience (Johns, 1992). . Veena
(2012) stated that it is a matter of knowing customers, designing
services to meet customers’ needs, and finally managing the
service production and delivery process to the customers’
satisfaction. Therefore, recognized as one of the important
areas on which public organizations including transportation
services are focusing in present times (Ancarani & Capaldo,
2001), cited by Ismail (2016).
In Magsaysay, the majority of residences rely on tricycles
for their means of transportation. As San Jose offers more
opportunities and services that Magsaysay lacks, numerous
people travel to this adjacent town to access their
necessities. Thus, this study aims to evaluate the
satisfaction of the commuters from Magsaysay to San Jose
Occidental Mindoro with public tricycle transportation
service quality.
CONCEPTUAL FRAMEWORK
INDEPENDENT VARIABLES DEPENDENT VARIABLES
Profile of the respondents in terms of: Satisfaction of the commuters in

public tricycle transportation in terms
a. Sex of:
b. Age
a. Reliability
c. Occupation
b. Responsiveness
d. Monthly Income c. Assurance
e. Frequency of ride d. Empathy
e. Tangibility
II-OBJECTIVES
1. Determine the profile of the respondents in terms of:
a. Sex
b. Age
c. Occupation
d. Monthly Income
e. Frequency of ride
2. Determine the level of satisfaction of the commuters in public tricycle transportation in terms of:
a. Reliability
b. Responsiveness
c. Assurance
d. Empathy
e. Tangibility
3. Determine the relationship between the profile of the respondents and their level of satisfaction in
public tricycle transportation.
III-METHODOLOGY
Research Site
This research will be conducted in Poblacion, Magsaysay Occidental Mindoro.
Population
The subjects of this study are the commuters of public tricycle transport travelling from Poblacion,
Magsaysay to San Jose. We will conduct this survey with the minimum of 30 respondents.
Sampling Design
This study will use the non-probability sampling, convenience sample to select the most accessible
population members.
Research Design
For this study we will use descriptive survey method to gather information.
Research Instrument
In this study, survey questionnaire method will be used to determine
the service quality of public tricycle transportation and the level of
satisfaction of the commuters. The questionnaire will consist of three
parts, the first part will be the profile of respondents. In the second part
we will determine the customer satisfaction using the five dimension of
service quality (Reliability, Responsive ness, Assurance, Empathy, and
Tangibility) and will be evaluate using a four point Likert scale i.e. not
satisfied (1), less satisfied (2), satisfied (3) and totally satisfied (4). The
questionnaires that we will use in the five dimensions of service quality
is adopted from the research of. To weight the mean of the responses
we will use the instrument by Mushi (2013).
REFERENCES
Ancarani, A., and Capaldo, G. (2001). Management of standardised public services: a
comprehensive approach to quality assessment. Managing Service Quality, 1(5), 331-41.
Andreassen, T. W. (1994). Satisfaction, loyalty, reputation as indicators of customer
orientation in the public sector. International Journal of Public Sector Management, 7(2), 16-34.
Gronroos, 2007. Service management: Customer Management in Service Competition. England: John Wiley &
Sons Limited.
Johns, N. (1992). Quality Management in the Hospital Industry: Part 1. Definition and Specification. International
Journal of Contemporary Hospitality
Liao, J. A. (2013).Overall Improvement for the Design of Motorized Tricycles in the
Philippines—An Ergonomic Study. http://fs.mapua.edu.ph/MapuaLibrary/Thesis/Liao,%
20Jonas%20Rafael%20E.pdf
Manao. (2018). Student Commuters’ Satisfaction. Retrieved January 17, 2019 from
https://www.academia.edu/37540553/STUDENT_COMMUTERS_SATISFACTION
Mushi O. W. (2013). A service quality and customer satisfaction in transport
service industry in Tanzania: A case of Dar express Bus Company Retrieved from: http
://scholar.mzumbe.ac.tz/bitstream/handle/11192/384/MBA%20-%
20Dissertation-Onael%20Walter%20Mushi%20-%202013.pdf?sequence=1
Union Internationale des Transports Publics, (2015).
https://www.uitp.org/news/monthly-focus-economic-impact-public-transport
Venna K.N, Factors Affecting Commuters Satisfaction. Retrieved January 16, 2019 from
https://www.academia.edu/6113180/Factors_affecting_Commuters_satisfaction
https://giphy.com/gifs/thank-you-o4LHcRDeiHims
https://www.mbaknol.com/marketing-management/service-quality/

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COMMUTERS’ SATISFACTION IN

SERVICE QUALITY OF PUBLIC

Profile of the respondents in terms of: Satisfaction of the commuters in

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