Assgn 3 literature review

Public transportation: Definition: Public transportation is a shared passenger transport service which is available for use by the general public, as distinct from modes such as taxicab,

Literature review

a Public transportation:

Definition:

Public transportation is a shared passenger transport service which is available for use

by the general public, as distinct from modes such as taxicab, carpooling or hired buses which are not shared by strangers without private arrangement

Public transport modes include buses, trolleybuses, trams and trains, rapid transit (metro/subways/undergrounds etc) and ferries Public transport between cities is dominated

by airlines, coaches, and intercity rail High-speed rail networks are being developed in many parts of the world

Most public transport runs to a scheduled timetable with the most frequent services running to a headway Share taxi offers on-demand services in many parts of the world and some services will wait until the vehicle is full before it starts Paratransit is sometimes used in areas of low-demand and for people who need a door-to-door service

Urban public transport may be provided by one or more private transport operators or

by a transit authority Public transport services are usually funded by government subsidies and fares charged to each passenger Services are normally regulated and possibly subsidized from local or national tax revenue Fully subsidized, zero-fare (free) services operate in some towns and cities

There are some popular public transportation in Hanoi:

 Car & motorcycle: The relative affordability of vehicle hire makes the latter a popular

option Having your own set of wheels gives you maximum flexibility to visit remote regions and stop when and where you please

 Bus & Tram: Vietnam has an extensive network of dirt-cheap buses that reach the

far-flung corners of the country Until recently, few foreign travellers used them because of

safety concerns and overcharging, but the situation has improved dramatically with modern buses and fixed-price ticket offices at most bus stations

 Train: The 2600km Vietnamese railway system, operated by Vietnam Railways (Duong

Sat Viet Nam; 04-747 0308; www.vr.com.vn), runs along the coast between HCMC and Hanoi, and links the capital with Hai Phong and northern towns While sometimes even slower than buses, trains offer a more relaxing way to get around and more room than the jam-packed buses The trains are also considered safer than the country’s kamikaze bus fleet

b Service quality

Definition:

From the viewpoint of business administration, service quality is an achievement in customer service It reflects at each service encounter Customers form service expectations from past experiences, word of mouth and advertisement In general, Customers compare perceived service with expected service in which if the former falls short of the latter the customers are disappointed

The accurate measurement of an objective aspect of customer service requires the use of carefully predefined criteria

The measurement of subjective aspects of customer service depends on the conformity of the expected benefit with the perceived result This in turns depends upon the customer's expectation in terms of service, they might receive and the service provider's ability and talent

to present this expected service Successful Companies add benefits to their offering that not only satisfy the customers but also surprise and delight them Delighting customers is a matter

of exceeding their expectations

Pre-defined objective criteria may be unattainable in practice, in which case, the best possible achievable result becomes the ideal The objective ideal may still be poor, in subjective terms

Service quality can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer satisfaction)

Measuring service quality:

 Measuring subjective elements of service quality

 Measuring objective elements of service quality

c Quality of public transportation means and infrastructure

Quality of vehicle:

 ENGINE AND TRANSMISSION: We check each vehicles engine and transmission

to ensure that all is in correct working order Our inspection includes engine functionality, cooling system, fluid levels, belts and hoses, etc

 EXTERIOR AND INTERIOR: We check the overall exterior condition for dents, scratches and other damage Damage that compromises the reliability of the vehicle is fixed We clean the interior of the vehicle and verify that all controls are functioning correctly

 STEERING AND BRAKING: The steering system and brake system are vital for the safety of the vehicle A thorough and detailed check is carried out and any necessary repairs are performed to provide safe and reliable driving

 ELECTRICAL SYSTEM: We inspect the electrical system (battery, lights, wipers, switches, electrical controls, etc) and recondition or substitute any problematic components

Vehicles used in the way public services are not currently being met the needs and wants of passengers

Customers do not appreciate the quality of the vehicles With buses, customers feel uncomfortable with the smell in the car, missing handrails designed for sure, the car have not runs smoothly yet The train noise is too large, gate design not safe … Ministry of Transport has no checking quality of vehicles using in public transportation Currently, many facilities still ineligible activities, and that is one of the causes of poor quality of service, not bring satisfaction to customers It even was the cause of the tragic accident.

Transport infrastructure

Definition: Infrastructure is the fixed installations that allow a vehicle to operate It consists of a way, a terminal and facilities for parking and maintenance For rail, pipeline, road and cable transport, the entire way the vehicle travels must be built

up Air and water craft are able to avoid this, since the airway and seaway do not need

to be built up However, they require fixed infrastructure at terminals

Terminals such as airports, ports and stations, are locations where passengers and freight can be transferred from one vehicle or mode to another For passenger transport, terminals are integrating different modes to allow riders to interchange to take advantage of each mode's advantages For instance, airport rail links connect airports to the city centers and suburbs The terminals for automobiles are parking lots, while buses and coaches can operates from simple stops For freight, terminals act as transshipment points, though some cargo is transported directly from the point of production to the point of use

The financing of infrastructure can either be public or private Transport is often a natural monopoly and a necessity for the public; roads, and in some countries railways and airports are funded through taxation New infrastructure projects can involve large spending, and are often financed through debt Many infrastructure owners therefore impose usage fees, such as landing fees at airports, or toll plazas on roads Independent

of this, authorities may impose taxes on the purchase or use of vehicles

Transport infrastructure is improving in Hanoi than 20 years ago Many streets are open and upgrade but traffic jams still exist a lot That is the reason why many people choose personal vehicles instead of public transportation to be active in the movement On many roads in Hanoi, infrastructure is poor; there are many narrow roads unsuitable for public transport The railway system is not improved; many roads were much worn and damaged This affects the safety of the user.

 Wikipedia, 2013 Public transport [online] Available at: <http://en.wikipedia.org/ wiki/Public_transport> [Accessed 10 October 2013]

 Lonelyolanet, 2013 Getting around [online] Available at:

<http://www.lonelyplanet.com/vietnam/transport/getting-around> [Accessed 8 October 2013]

 Japanesevehicles, 2013 Quality check [online] Available at:

<http://en.wikipedia.org/wiki/Service_quality> [Accessed 10 October 2013]

 Peter Kenzelmann Kundenbindung German, 3 Auflage, Berlin: Cornelsen Verlag

Skriptor GmbH & Co KG 2008

 Gabriel Schneider, Ingrid K Geiger ve Johannes Scheuring Prozess- und Qualitätsmanagement: Grundlagen der Prozessgestaltung und Qualitätsverbesserung mit zahlreichen Beispielen, Repetitionsfragen und Antworten German, s 194 Verlag: Compendio Bildungsmedien; Auflage: 1., Aufl.

(September 2008)