Application of Servqual in campus shuttle service

Abstract

The study is to apply SERVQUAL scale in assessing campus shuttle bus service. The methodology was opinion survey of simple randomly selected 300 respondents at the two designated stations for the shuttle service. The cronbach’salpha of the attributes ranges from 0.903-0.907. Frequencies, percentage, mean andpaired sample t-testwas used for the data analysis. The results of the study indicates that 55% of the respondents are male; 70.2% are aged between 20-24years; 67.3% use the shuttle every other day; 50.5% use the campus shuttle because of the lower transport fares; 83.7% use the campus shuttle for educational reasons; all the five dimensions have negative gap scores and 17 attributes are statistically significant with p-value<0.005. The study makes recommendations for better service delivery