Attribute-based perceptual mapping using discriminant analysis in a public sector passenger bus transport company: A case study

SUMMARY This study aims at evaluating the customer expectations in a public sector passenger transport company, a crucial sector in developing countries like India. A questionnaire containing 18 quality characteristics was administered to various customers of three bus depots of one division of a state road transport undertaking in South India. Attribute-based perceptual mapping using discriminant analysis was done to position the three depots and to identify their strengths and weaknesses. The findings would help prioritize different parameters and also provide guidelines for managers to focus on and to improve. Copyright © 2012 John Wiley & Sons, Ltd.

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