MEIHO UNIVERSITY Graduate Institute of Business and Management MASTERS THESIS Solutions for Developing and Maintaining Public Bus Passengers in Ho Chi Minh City In partial fulfillment of the requireme[.]
MEIHO UNIVERSITY Graduate Institute of Business and Management MASTERS THESIS Solutions for Developing and Maintaining Public Bus Passengers in Ho Chi Minh City In partial fulfillment of the requirements for the degree of Masters of Business Administration Advisor: Dr Chih-Shing Tau Graduate Student: Do Viet Khanh December, 2010 ACKNOWLEDGMENTS After a period of study, research and investigation to collect information, the thesis: "Developing and maintaining Solutions for Public Bus Passengers in Ho Chi Minh City" has been successfully implemented I would like to send many thanks to great teachers, family, friends and colleagues, who willingly helped me in the process to implement the topic They are: Dr Chih-Shing Tau, who guides me from the first step of outline to the end to finish this thesis Dr Tau also encouraged and helped me a lot in the investigation to collect data and create the basis for my research in order to better collect and process data; Dr Le Cao Thanh and Ho Chi Minh City University of Industry, my Vietnamese support through the whole studying process; Meiho University and Graduate Institute of Business Management, which has created very good conditions for my study and research to get this good result; Ho Chi Minh City Department of Transport, which helped me thoroughly understand the operation of buses in the area as well as other secondary data; Finally, I sincerely thank Ho Chi Minh City residents, who directly answered interviews questions, and contributed to the research results I Solutions for Developing and Maintaining Public Bus Passengers in Ho Chi Minh City ABSTRACT A key element in achieving sustainability’s triple-bottom-line goals is a good public transport system Many studies have shown the relationship between effective public transport services and sustainable development at the city level However, in Vietnam so far, there have been just a few researches on this issue The purpose of this study is to introduce and use a SERVQUAL framework and exploratory factor analysis, linear regression analytical methods to measure public transport services within a master-planned community in Ho Chi Minh city, Vietnam The stakeholder survey findings suggest a wide gap between community expectations of public transport services and the actual service quality provided This was consistent across all commuter groups In particular, the findings have been useful in shedding broad light on the areas where improvements are needed most; i.e responsiveness, assurance, tangibles, convenience and reliability of services, to encourage greater use of public transport within the community level Keywords: Service Quality, Public Transport, Bus Passengers, Ho Chi Minh, Vietnam II Solutions for Developing and Maintaining Public Bus Passengers in Ho Chi Minh City Contents ACKNOWLEDGMENTS I ABSTRACT II Contents III Tables VI Figures VII Chapter Introduction 1.1 Background and Motivation 1.2 Research Purposes, Objectives and Questions 1.3 Research Scope and Limitations 1.4 Research Procedure 1.5 Definition of Terms Chapter Literature Review 2.1 The Quality Service and Customer Satisfaction 2.1.1 Quality of service 2.1.2 Customer satisfaction 2.2 Overview of Public Passenger Transport 11 2.2.1 General concept 11 2.2.2 Characteristics of the public passenger transport vehicles in urban 12 2.3 Quality of Public Bus Services 13 2.4 Status of Public Transport Passengers in Vietnam 14 2.5 Current Situation of Traffic in Ho Chi Minh City 15 2.5.1 Base network of road traffic 16 2.5.2 The puplic passenger transport in ho chi minh situation 17 2.5.3 Transport buses in HCM city 20 Chapter Research Methodology 25 III 3.1 Research Progress 25 3.2 Methods of Investigation and Interviews 26 3.2.1 Survey methodology 27 3.2.2 Interview method 28 3.3 Research Model 28 3.4 Subject of Investigation and Interview 29 3.5 Data Collection 29 3.6 The Accuracy and Reliability of Data 30 3.7 Analytical Methods 30 Chapter Research Results and Analysis 31 4.1 Descriptive Statistics 31 4.1.1 Descriptive statistics on gender, age, occupation, income, location usually catch the bus, the livel of use of the bus and the time often go bus 31 4.1.2 Descriptive statistics on the factors affecting the satisfaction of customers who use the bus in ho chi minh 33 4.2 Assessing the Credibility of the Scale 33 4.3 Exploratory Factor Analysis (EFA) 34 4.3.1 Exploratory factor analysis the independent variables 34 4.3.2 Exploratory factor analysis the dependent variable (Y) 38 4.3.3 Adjusted research model 39 4.4 Linear Regression 40 Chapter Conclusions and Recommendations 43 5.1 Conclusions 43 5.1.1 Responsiveness and assurance 43 5.1.2 Tangibles 43 5.1.3 Convenience 43 5.2 Recommendations 44 5.2.1 Completing technical infrastructure for bus transport 44 5.2.2 Develop the bus with hight quality, easy to identify and friendly with environment 44 5.2.3 Improve quality 45 IV 5.2.4 Improve management capacity 45 5.2.5 Financial mechanism 45 References 47 Attachment 50 Attachment 51 Attachment 54 V Tables Table Variables of SERVQUAL Scale Table Situation of Traffic Safety HCMC 21 Table Summary of Research Methods 27 Table Descriptive Statistics Results on Age, Gender and Work 31 Table Descriptive Statistics Results on Locations Usually Catch the Bus, Ride the Bus Frequency and Time Usually Catch the Bus 32 Table Descriptive Statistics on the Factors Affecting the Satisfaction of Customers Who Use the Bus in Ho Chi Minh City 33 Table Exploratory Factor Analysis Results of the Independent Variables EFA 35 Table Results of Exploratory Factor Analysis the Dependent Variable 38 Table Summary Results of Regression 40 VI Figures Figure Map of Ho Chi Minh City and Vietnam Figure The Functional and Relationships Model of Customer Satisfaction Figure Causal Model between Quality Perception of Customers with Customer Satisfaction 10 Figure Volume of Passengers Carried by the Transport Industry in Vietnam (million passengers) 14 Figure Volume of Goods Transported by Transport Industry of Vietnam (Thousand tons) 15 Figure Volume of Goods Transport by Road of HCM City (thousand tons) 17 Figure Volume of Passenger Transport by road of HCM City (million people) 18 Figure Volume of Goods Transport by Waterway of HCM City (thousand tons) 18 Figure Volume of Passenger Transport by Waterway of HCM City (million people) 19 Figure 10 Volume of passenger transportation by public transport 2005-2009 ( million paseople) 20 Figure 11 Research Process 26 Figure 12 Research Model 29 Figure 13 Adjustment Model 40 VII ... quality in Ho Chi Minh City The satisfaction of passengers using public bus system in Ho Chi Minh City To propose solutions for maintaining and developing passengers of public buses in Ho Chi Minh, ... 40 VII Solutions for Developing and Maintaining Public Bus Passengers in Ho Chi Minh City Chapter Introduction 1.1 Background and Motivation Ho Chi Minh City has an area of 2095 km2 and a population... results I Solutions for Developing and Maintaining Public Bus Passengers in Ho Chi Minh City ABSTRACT A key element in achieving sustainability’s triple-bottom-line goals is a good public transport