MEASURING THE E-SERVICE QUALITY OF PUBLIC

TRANSPORTATION SERVICES: AN EMPIRICAL

STUDY IN HYDERABAD CITY
*S.PRASAD
Research Scholar, Department of Management
Rayalaseema University, Kurnool, Andhrapradesh, India
Email: s7prasad@gmail.com; Mobile No: 99494 33883

ABSTRACT
In Recent times rapid changes in Globalization, Liberalization and Privatization of Government
policies of India changed tremendously over the past few years is witnessing a Business
Reengineering due to the new height of online services and e-commerce industry, huge changes
in consumer demographics, customer expectation and experiences have created demand as well
as opportunities for the online services in Public Transport system. In addition to having a well
designed, highly functioning website or app the Service quality is an important measure for the
success of online Services.

Service quality is a very important concept that organizations must understand in order to remain
competitive in business and hence grow. It is very important for companies to know how to
measure these constructs from the consumers’ perspective in order to better understand their
needs and hence satisfy them. Service quality is considered very important because it leads to
higher customer satisfaction, profitability, reduced cost, customer loyalty and retention. So the
purpose of the study is to examine customers’ perceptions of service quality in Online Public
Transport Services in the Hyderabad city. In this regard a self-completion questionnaire was
developed from the SERVQUAL instrument and distributed using a stratified sampling
technique to determine the online customer’s perceptions of service quality in online public
transportation system. This study contributes to examining service quality in online
transportation Service system using the SERVQUAL model and also provides empirical results
that could guide management dealing with retail activities to take corrective actions that lead to
growth in the company.

Keywords: E-Service Quality, Servqual, Customer Perception, Public Transport Service,    
Service Quality Using Servqual, Empirical Study.