Table 5 Comparison of overall service performance between two years for a Singapore operator
From: Customer service quality and benchmarking in public transport contracts
Attributes | Coefficient | Attributes | Coefficient |
|---|---|---|---|
Constant | 1.14* (0.22) | Seated part of the way | −0.11 (0.11) |
Fares | −0.04* (0.0066) | Very smooth journey | 0.51* (0.11) |
Travel Times | −0.20* (0.027) | Slightly jerky journey | 0.42* (0.11) |
Waiting Time | −0.41* (0.076) | Information (Reliable) | 0.16 (0.13) |
Very Clean | 0.54* (0.11) | Information (Unreliable) | −0.10 (0.12) |
Moderately Clean | −0.19 (0.12) | Facilities | −0.11 (0.082) |
Temperature just nice | 0.31* (0.11) | Range of Waiting Time | −0.035 (030) |
Seated all the way | 0.65* (0.10) | * denotes statistical significants at 5% level | |
YEAR 1 | YEAR 2 | ||
Components | Data | Components | Data |
Fares | 95 cents | Fares | 120 cents |
Travel Time | 22 mins | Travel Time | 22 mins |
Waiting Time | 8 mins | Waiting Time | 6 mins |
Seat Availability | Standing all the way | Seat Availability | Seated all the way |
Smoothness of Ride | Very smooth journey | Smoothness of Ride | Very smooth journey |
Cleanliness | Moderately Clean | Cleanliness | Very Clean |
Temperature | Just Nice | Temperature | Just Nice |