Quality management

GO GREEN
Business visibility of bicycles in metro cities

Research Paper-1
 Quality management
The SERVQUAL Model in measuring of bicycle service in the metro cities

ABSTRACT

This empirical study is held in the city of New Delhi, the north region of India. The SERVQUAL
model is applied to discover the quality gap of customers’ expectations and perceptions on bicycle
services for public transportation . Citizens of New Delhi state of India showed themselves as
knowledgeable and demanding passengers, having an extensive experience in using public transport
all over the world. The methodology of this study ensured the 92% confidence interval that the
whole population of Delhi city share the opinion of the respondents, while minimizing occasional
results to just 8 percent. The research results suggest that the service environment, which includes
the tangibles dimension, received the largest expectations-perceptions’ gap, while outcome and
process attributes are of moderate satisfaction. Although the factors within the assurance dimension
also negatively influence the overall assessment of the service quality of public transportation in the
city of New Delhi.

1. Introduction customers’ evaluation. Citizens of this begird

According to Nowotarski , it can be said that
quality is directly connected with meeting
requirements, expectations, and needs of
customers. Public transportation services are
the ones used and evaluated by millions of
passengers all over the world on a daily basis.
However, despite the unified principles and
prevalence of this type of service worldwide,
there are significant differences in the
perceive quality of service provided. It is
therefore an interesting research topic to
discover the customers’ expectations and
perceptions on public transportation in the
northern region of India. The article provides
results of a research on E-bicycle services in
NDMC region of New Delhi that is based on
area have extensive experience in public
transportation services. This fact suggests
promising research results with regard to
contribution in the theoretical framework of
customer perceived service quality. Apart
from a clear theoretical value of this study,
the research on cycle transportation for public
in New-Delhi has an important practical
implementation. Getting the city bicycle
services prepared to host thousands of
exacting tourists from all over the world and
the locals themselves is the strategic priority.
It is an endeavour to build an eco-friendly,
clean and green city.
 Quality management
Category Group Reference Indicators Gap Category
point average
gap
Out- come Reliability
attributes
Process Responsiveness
attributes
Assurance

Service Tangibles
environment
 Quality management
Number of respondents, in % Expectations
Group title statement Perceptions Rank
Negative Neutral 4 Positive gap
1 to 3 5 to 7
1. Reliability

1.1 Bicycle stations/stops are well planned

1.2 Bicycles are enabled with GPS

1.3

1.4

1.5 Bicycles easily available on stations

2. Responsiveness

2.1 The rider can select desired stop for

parking the cycle
2.2
2.3
2.4

3. Assurance

3.1
3.2
3.3
4.
Tangibles
4.1

4.2 Cycles are provided with helmets for a

safer ride
4.3 The routes are designed optimally

Methodology
 Quality management
This is a descriptive research to explore the feasibility of bicycle business in Haryana
state. The sample was collected using purposive sampling (non probability sampling

method).

Data collection - As part of the project the study collected primary and secondary
data from various different resources related this topic. In this survey a total of
hundred questionnaires were distributed. The response rate was 100% and accurate

response rate were 90% in all.

Research design and research test (study)