Evaluating the disability customers’ satisfaction of Public Transportation System in HCMC

Abstract

The research students assessed the customer satisfaction in the public transportation sector by selecting and testing the amended SERVQUAL Model, an expectancy-confirmation model clustering 29 areas into five dimensions. Over three hundred bus passengers, who are the people with disabilities in Ho Chi Minh City, participated in this study. Results showed that the customer satisfaction of people with disability were heavily influenced by age and disability classifications, even though there was no regression found in this paradigm. Furthermore, those respondents demanded the service defects categorized in the Empathy, Tangibles, and Reliability aspects to be revamped the most. Based on the findings, the authors recommended that the administrators who monitor the public transportation system needed to consider to adjust the employee’s attitude towards people with disabilities in short-term period by changing the subsidy mechanism and applying smart-card system to track the volume of passengers; in the long term, enhancing the transportation infrastructures, which means to make it more convenient and accessible for many people, is essential to maintain the customer retention.