Bài viết Tác động của chất lượng dịch vụ xe buýt đến sự hài lòng của hành khách ở Việt Nam – mô hình phương trình cấu trúc nhỏ nhất từng phần tập trung nhấn mạnh vai trò của chất lượng dịch vụ xe buýt đô thị Việt Nam. Mô hình phương trình cấu trúc có biến bậc hai được xây dựng trên cơ sở dữ liệu được thu thập từ 858 hành khách sử dụng xe buýt ở hai thành phố, Đà Nẵng và thành phố Hồ Chí Minh. | Tạp chí Khoa học Giao thông vận tải Tập 73 Số 8 10 2020 798-813 Transport and Communications Science Journal EFFECTS OF PERCEIVED SERVICE QUALITY ON BUS PASSENGERS SATISFACTION IN VIET NAM PARTIAL LEAST SQUARES STRUCTURAL EQUATION MODELING APPROACH Tran Thi Phuong Anh1 Nguyen Phuoc Quy Duy1 Phan Cao Tho2 Fumihiko Nakamura3 1 University of Science and Technology The University of Danang No 54 Nguyen Luong Bang Sreet Danang Vietnam 2 University of Technology and Education The University of Danang No 48 Cao Thang Street Danang Vietnam 3 The University of Tokyo No 7 Chome 3-1 Hongo Bunkyo Tokyo Japan ARTICLE INFO TYPE Research Article Received 14 07 2022 Revised 31 08 2022 Accepted 14 10 2022 Published online 15 10 2022 https Corresponding author Email ttpanh@ Tel 84 913021434 Abstract. Passenger satisfaction towards bus service helps to increase their bus use in future and therefore can maintain the number of passengers increase the investment efficiency of bus systems. However few researches on passenger satisfaction were conducted in Vietnam. This study focuses on highlighting the role of service quality of urban bus systems in the context of developing countries. A second-order factors structural equation model was developed based on the data collected from 858 bus passengers in two cities in Vietnam. The findings show that the service quality of the bus system was formed by 4 components including reliability convenience tangibility and personnel. In particular reliability and tangibility play the most important role in creating the overall perception of service quality which in turn has the greatest impact on passenger satisfaction. In addition other factors such as image perceived value perceived safety and health benefits were also found to have significant impacts on passenger satisfaction. Some solutions are also proposed in the study in order to increase passenger satisfaction thereby increasing bus use in future .
