DEVELOPING A NEW SCALE FOR SERVICE QUALITY IN INTERCITY BUSES: IBUSQUAL

Abstract

Service quality is an important output for most industries. Since occupancy rates are very important for intercity bus companies (IBCs), the perception of service quality (SQ) is critical. Despite this, it is apparent that scale studies measuring the perception of SQ in bus companies are insufficient. In this context, the aim of this study is to develop a scale that can evaluate the SQ of IBCs. Quantitative research method was used in the study. Data were collected with survey from intercity bus users and a pretest (n: 153) and then a main study (n: 461) were conducted. As a result of the analysis, it was determined that the IBUSQUAL scale comprises seven dimensions (employee behavior (EB), office services (OS), promised service (PS), rest area (BRA), passenger interactions (PI), free shuttle services (FSS), and bus comfort (BC)) and 30 items. The fit indices of IBUSQUAL were reliable, and construct validity, reliability, and discriminant validity were ensured. The scale is important in terms of revealing that passenger interaction should also be taken into account to measure the SQ perception of IBCs.