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dc.contributor.authorGhimire, Krishna
dc.contributor.authorKhanal, Basu
dc.date.accessioned2019-10-28T11:45:54Z
dc.date.available2019-10-28T11:45:54Z
dc.date.issued2019
dc.identifier.urihttp://hdl.handle.net/11250/2624864
dc.descriptionMaster's thesis Business Administration BE501 - University of Agder 2019nb_NO
dc.description.abstractThe use of hybrid electric buses (HEBs) in public transit is one of the global attention received topics in this 21st century because of its environment friendly nature. This study focusses on effect of bus service quality dimensions such as bus driver's quality, bus tangible and empathy to determine customer satisfaction level of bus service in Kristiansand region. Structural equation model is used for an empirical investigation to find out the association of perceived bus service quality dimensions with word of mouth mediated by perceived value and customer satisfaction. A total of 276 valid university student responses were used for data analysis in this study. Customer satisfaction is one of the crucial elements which was acknowledged in every service sector in this modern era. Customer satisfaction level with the use of electric buses is studied in this paper. This is one of the global topics where most of the world global transportcompanies are researching to promote the use of the electric vehicle to decrease the environmental impact of fossils fuels and global warming. The parliament of Norway targets to sold zero-emission electric vehicles by 2025. The structural modeling equation analysis results depict that except bus driver's quality other bus service quality dimension (bus tangible and empathy) leads to higher satisfaction to a customer while using HEBs which is also positively associated with word of mouth. This means there is a high adaption of HEBs among the users or commuters in Norway. The finding of this study may be practical for bus operators, Kristiansand kommune, Ruter Norge, Boreal Norge AS and other all companies related to transport. Keywords: Hybrid electric bus, Bustangible, Bus driver’s quality, Empathy, Customer satisfaction, Word of mouth, Bus service, Structural equation modellingnb_NO
dc.language.isoengnb_NO
dc.publisherUniversitetet i Agder ; University of Agdernb_NO
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 Internasjonal*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/deed.no*
dc.subjectBE501nb_NO
dc.subjectHybrid electric busnb_NO
dc.subjectBus tangiblenb_NO
dc.subjectBus driver’s qualitynb_NO
dc.subjectEmpathynb_NO
dc.subjectCustomer satisfactionnb_NO
dc.subjectWord of mouthnb_NO
dc.subjectBus servicenb_NO
dc.subjectStructural equation modellingnb_NO
dc.titlePASSENGER SATISFACTION WITH HYBRID ELECTRIC BUS SERVICE IN NORWAY : A PLS Structural Equation Modelling Approachnb_NO
dc.typeMaster thesisnb_NO
dc.subject.nsiVDP::Samfunnsvitenskap: 200::Økonomi: 210::Bedriftsøkonomi: 213nb_NO
dc.source.pagenumber28 p.nb_NO


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Attribution-NonCommercial-NoDerivatives 4.0 Internasjonal
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