Reading: Factors Affecting for the Service Quality of Three-Wheeler Transportation in Kurunegala City

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Factors Affecting for the Service Quality of Three-Wheeler Transportation in Kurunegala City

Authors:

S.M. Nuwarapaksha ,

CINEC Campus, Malabe, Sri Lanka, LK
About S.M.
Department of Logistics and Transportation, Faculty of Management and Social Sciences
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C.A. Kankanamge,

CINEC Campus, Malabe, Sri Lanka, LK
About C.A.
Senior Lecturer, Department of Logistics and Transportation, Faculty of Management and Social Sciences
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D.G.N.D. Jayarathna

CINEC Campus, Malabe, Sri Lanka, LK
About D.G.N.D.
Senior Lecturer, Department of Logistics and Transportation, Faculty of Management and Social Sciences
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Abstract

Public Transport service is vital to the wellbeing of any country. Three-wheeler transportation service in Sri Lanka has become poor in quality and unreliable due to the expectations of passengers. Therefore, the scope of this study was limited three-wheeler transportation in Kurunegala city. Quality service is a procedure of total evaluation of service or product. If the service provider is separate from the service it offers, then the passengers regularly get attached to the service quality. Transportation service in Sri Lanka is in poor quality because it does not meet the passenger expectations and needs. Quality three-wheeler service implementation in urban areas is a main concern to regulators as well as to the passengers.

Quantitative research approach has been conducted to analyse data in the study. Therefore, 306 passengers have been used as sample population and then exploratory factor analysis has been used to identify the major quality factors. SPSS version 16.0 has been used to analyse data.

There were 19 independent variables taken by referring to past studies. Next, research objectives were identified, nature of service quality dimensions and overall service quality, relationship between individual factors and service quality and significant factors influencing on service quality of three-wheeler transportation in Kurunegala City.

Finally, researcher evaluated the overall service quality level of three-wheeler service in Kururnegala city and proposed several solutions to increase the service quality related to three-wheeler transportation. This research also provides some recommendations to develop three-wheeler service in near future and recommendations to make a good quality service to the passengers in order to fulfill the passenger satisfaction about service quality of three-wheeler transportation.

How to Cite: Nuwarapaksha SM, Kankanamge CA, Jayarathna DGND. Factors Affecting for the Service Quality of Three-Wheeler Transportation in Kurunegala City. CINEC Academic Journal. 2020;4:32–8. DOI: http://doi.org/10.4038/caj.v4i0.30
Published on 01 Dec 2020.
Peer Reviewed

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