Service Quality of Bus Performance in Asia: A Systematic Literature Review and Conceptual Framework
Abstract
:1. Introduction
The Demand for a Systematic Literature Study
2. Material and Methods
2.1. PRISMA
2.2. Resources
2.3. The Systematic Review Process for Selecting Articles
2.3.1. Identification
2.3.2. Screening
2.3.3. Eligibility
2.4. Extraction of Data and Advances Analysis
3. Results
3.1. Background of the Selected Studies and General Findings
3.2. Main Findings
3.2.1. Study Approach
Engineering Approach
Social Science
Authors | Studies Approach | Stakeholder | Service Quality Attributes | |||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
E | SS | IOT | P | O | SF | SH | OT | PL | SC | HD | CV | RL | CF | SS | RT | SD | SP | |
Weng et al. (2018) (China) [36] | X | X | X | X | X | X | X | X | X | X | X | |||||||
Zhang et al. (2017) (China) [37] | X | X | X | X | X | X | X | X | X | X | ||||||||
Saleh et al. (2019) (Indonesia) [38] | X | X | X | X | ||||||||||||||
Wang et al. (2017) (China) [39] | X | X | X | X | X | X | X | X | X | |||||||||
Li et al. (2020) (China) [40] | X | X | X | X | X | X | X | |||||||||||
Al-Hawari et al. (2020) (Jordon) [41] | X | X | X | X | X | X | X | X | X | X | X | X | ||||||
Zuo etal. (2019) (China) [42] | X | X | X | X | X | X | X | X | ||||||||||
Abdullah et al. (2019) (Indonesia) [43] | X | X | X | X | X | |||||||||||||
Liu et al. (2020) (China) [44] | X | X | X | X | X | X | X | X | X | X | X | |||||||
Hou et al. (2020) (China) [45] | X | X | X | X | X | X | X | X | X | |||||||||
Tung and Hoang et al. (2019) (Vietnam) [46] | X | X | X | X | X | X | X | X | ||||||||||
Basu et al. (2020) (India) [47] | X | X | X | X | X | X | ||||||||||||
Shukri et al. (2020) (Malaysia) [48] | X | X | X | X | X | X | ||||||||||||
Wu et al. (2020) (China) [49] | X | X | X | X | X | X | ||||||||||||
Cheng et al. (2018) (China) [50] | X | X | X | X | X | X | X | |||||||||||
Huo et al. (2018) (China) [51] | X | X | X | X | X | X | X | X | X | |||||||||
Wang and Cao (2017) (China) [52] | X | X | X | X | X | X | ||||||||||||
Wei at al. (2020) (China) [53] | X | X | X | X | X | X | X | X | ||||||||||
Zhao et al. (2017) (China) [54] | X | X | X | X | X | X | X | |||||||||||
Zhou et al. (2020) (China) [55] | X | X | X | X | X | X | ||||||||||||
Amrapala and Choocharukul (2019) (Thailand) [56] | X | X | X | X | X | X | X | X | ||||||||||
Ponrahono et al. (2017) (Malaysia) [57] | X | X | X | X | X | X | ||||||||||||
Minhans et al. (2020) (Malaysia) [58] | X | X | X | X | X | X | X | X | X | X | X | |||||||
Mou et al. (2020) (China) [59] | X | X | X | X | X | X | X | X | X | X | X | |||||||
Wang et al. (2020) (Japan) [60] | X | X | X | X | X | X | X | X | ||||||||||
Gogoi (2019) (India) [61] | X | X | X | X | X | X | ||||||||||||
Cui et al. (2020) (China) [62] | X | X | X | X | X | |||||||||||||
Ngadiman et al. (2020) (Malaysia) [63] | X | X | X | X | X | X | X | X | ||||||||||
Purba et al. (2017) (Indonesia) [64] | X | X | X | X | X | X | ||||||||||||
Norhisham et al. (2019) (Malaysia) [65] | X | X | X | X | X | X | X | X | X | |||||||||
Borhan et al. (2019) (Malaysia) [66] | X | X | X | X | X | X | X | X | X | X | ||||||||
Canitez et al. (2018) (Turkey) [67] | X | X | X | X | X | X | X | X | ||||||||||
Li and Wang (2018) (China) [68] | X | X | X | |||||||||||||||
Zhao et al. (2020) (China) [69] | X | X | X | X | X | X | X | X | ||||||||||
Suman et al. (2017) (India) [70] | X | X | X | X | X | X | X | X | ||||||||||
Sharma and Pandit (2021) (India) [71] | X | X | X | X | X | X | X | |||||||||||
Deb and Ahmed (2018) (India) [72] | X | X | X | X | X | X | X | X | X | X | ||||||||
Esmailpour et al. (2020) (Iran) [73] | X | X | X | X | X | X | X | X | X | |||||||||
Cheranchery and Maitra (2018) (India) [74] | X | X | X | X | X | X | X | |||||||||||
Nguyen-Phuoc et al. (2021) (Vietnam) [75] | X | X | X | X | X | X | ||||||||||||
Wu et al. (2017) (China) [76] | X | X | X | X | X | X | X | X | X | X | ||||||||
Studies Approach | Stakeholder | Attribute of service quality | ||||||||||||||||
E = Engineering | P = Passenger | SF = Service frequency | SC = Service coverage | CF = Comfort | SP = Speed | |||||||||||||
SS = Social Science | O = Operators | SH = Service hours | HD = Headway | SS = Safety and Security | ||||||||||||||
IOT = Internet of thing | OT = On time performance | CV = Convenience | RT = Route and Time travelled | |||||||||||||||
PL = Passenger load | RL = Reliability | SD = Schedule |
Internet of Things (IoT)
3.2.2. Stakeholder
Passenger
Operators
3.2.3. Service Quality Attribute
Service Frequency
Service Hours
On Time Performance
Passenger Load
Service Coverage
Headways
Convenience
Reliability
Comfort
Safety and Security
Routes and Time Travelled
Schedule
Speed
3.3. Conceptual Frameworks for Service Quality
4. Discussion
5. Limitation and Future Research
6. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
References
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Database Search String | |
---|---|
SCOPUS | TITLE-ABS-KEY((“urban” OR “town” OR “ city” OR “ transport’’ OR “urban transport” OR “city transport” OR “public transport”) AND (“bus *” OR “urban bus *” OR “town bus *” OR “city bus *” OR “bus * service *” OR “stage bus *” OR “transit bus” OR “rapid bus *”) AND (“service *” OR “quality *” OR “service * quality *” OR “S” OR “quality * of service *” OR “level * of service *” OR “quality * standard” OR “quality * classif *” OR “service * performance” OR “bus capacity *” OR “service * attribute *” |
Science Direct | TS = ((“transport” OR “urban transport” OR “city transport” OR “public transport”) AND (“bus” OR “urban bus” OR “city bus” OR “bus service”) AND (“Service quality” OR “quality of service” OR “Level of Service” OR “service performance” OR “Bus capacity” OR “service Attribute”)) |
Criteria | Eligibility | Exclusion |
---|---|---|
Type of literature | Journal (research articles) | Journal (review), book series, book, book chapter, conference proceedings |
Language | English | Non-English |
Timeline | Between 2021 and 2017 | <2017 |
Countries and Regions | Asian countries | Non-Asian countries |
Subject area | Engineering, social science, computer science and environmental science | Other than Engineering, social science, computer science, and environmental science |
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Bakar, M.F.A.; Norhisham, S.; Katman, H.Y.; Fai, C.M.; Azlan, N.N.I.M.; Samsudin, N.S.S. Service Quality of Bus Performance in Asia: A Systematic Literature Review and Conceptual Framework. Sustainability 2022, 14, 7998. https://doi.org/10.3390/su14137998
Bakar MFA, Norhisham S, Katman HY, Fai CM, Azlan NNIM, Samsudin NSS. Service Quality of Bus Performance in Asia: A Systematic Literature Review and Conceptual Framework. Sustainability. 2022; 14(13):7998. https://doi.org/10.3390/su14137998
Chicago/Turabian StyleBakar, Muhammad Fadhlullah Abu, Shuhairy Norhisham, Herda Yati Katman, Chow Ming Fai, Nor Najwa Irina Mohd Azlan, and Nur Sarah Shaziah Samsudin. 2022. "Service Quality of Bus Performance in Asia: A Systematic Literature Review and Conceptual Framework" Sustainability 14, no. 13: 7998. https://doi.org/10.3390/su14137998