ArticleUtilities policy2022
Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic.
Article in Utilities policy, 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 10 papers.
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Who cites it
10 citing papers in PubMed.
- The impact of green innovation initiatives on competitiveness and financial performance of the land transport industry.Heliyon · 2023Article
- Article
- Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines.Utilities policy · 2023Article
- Article
- Research on the service quality of emergency medical language services during major unexpected public health events.Frontiers in public health · 2023Article
- Understanding the perceived behavior of public utility bus passengers during the era of COVID-19 pandemic in the Philippines: Application of social exchange theory and theory of planned behavior.Research in transportation business & management · 2022Article
- The efficacy of stress coping strategies in Taiwan's public utilities during the COVID-19 pandemic.Utilities policy · 2022Article
- Article
- Factors Affecting Perceived Effectiveness of Government Response towards COVID-19 Vaccination in Occidental Mindoro, Philippines.Healthcare (Basel, Switzerland) · 2022Article
- Preference analysis on the online learning attributes among senior high school students during the COVID-19 pandemic: A conjoint analysis approach.Evaluation and program planning · 2022Article
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Authors and funding
7 authors.
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Abstract
The implementation of lockdown due to the COVID-19 pandemic has affected most businesses worldwide. The transportation business, specifically in the Philippines, has been heavily affected since only the healthcare and essential workers were allowed to leave their homes during the early stage of the pandemic. This paper aimed to explore the service quality of Public Utility Vehicles (PUV) in the Philippines during the COVID-19 pandemic utilizing the SERVQUAL dimensions. A total of 564 participants answered an online questionnaire using the convenience sampling approach, consisting of 58 questions. Structural equation modelling (SEM) was applied to derive the causal relationships between SERVQUAL dimensions, COVID-19 safety protocol, and customer satisfaction simultaneously. Out of the six dimensions, the SEM indicated that COVID-19 protocols, tangibility, and assurance variables were found to significantly affect PUV service quality and thus, customer satisfaction. This study is one of the first complete studies that analyzed the PUV service quality during the COVID-19 pandemic. The findings could provide the government with an evaluation of the compliance of PUVs to the imposed COVID-19 protocols. Furthermore, the framework of this study could also be applied and extended in evaluating PUV worldwide.
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