A RECSA approach to measuring intercity bus service quality bridging the gap between expectations and performance

https://doi.org/10.31130/ud-jst.2025.23(10C).655E

Tóm tắt: 43 | PDF: 39

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Author

  • Vu Van-Huy
    VNU University of Engineering and Technology, Hanoi, Vietnam
    Dinh Nguyen Tung Khanh
    VNU University of Engineering and Technology, Hanoi, Vietnam
    Nguyen Minh Tam
    VNU University of Engineering and Technology, Hanoi, Vietnam
    Chu Thanh Long
    VNU University of Engineering and Technology, Hanoi, Vietnam

Từ khóa:

Intercity bus
Service quality
RECSA
Expectations
Performance

Tóm tắt

This study evaluates the quality of intercity bus services in Hanoi, Vietnam, from passengers’ perspectives using the RECSA framework to measure gaps between expectations and perceptions. A questionnaire survey was conducted at major intercity bus terminals, including Giap Bat, My Dinh, and Yen Nghia, to collect data on five core service dimensions: reliability, extent of services, comfort, safety, and affordability. From 240 collected responses, 199 valid samples were analyzed. Paired-sample t-tests identified significant differences between expectations and experiences, especially in reliability, affordability, and comfort. The results revealed significant differences between passengers' expectations and actual service experiences, particularly in the areas of reliability, affordability, and comfort. The findings suggest that a more consistent and comfortable service offering, alongside fair pricing, is crucial for meeting passenger expectations and improving overall service quality. The study offers practical insights for bus operators, policymakers, and planners to enhance intercity bus services and customer satisfaction.

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Oct 31, 2025
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Van-Huy, V., D. N. T. Khanh, N. M. Tam, và C. T. Long. “A RECSA Approach to Measuring Intercity Bus Service Quality Bridging the Gap Between Expectations and Performance”. Tạp Chí Khoa học Và Công nghệ - Đại học Đà Nẵng, vol 23, số p.h 10C, Tháng Mười 2025, tr 1-6, doi:10.31130/ud-jst.2025.23(10C).655E.

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