Public Transport Planning and Management in Developing Countries

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“K18880” — 2014/11/6 — 12:31 — page 66 — #76

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Current Scenario of Public Transport (PT) in Developing Countries

Figure 4.1: SERVQUAL Dimension Gaps between Expectations and

Perceptions

Interpretation of the Gap Analysis

Following are three possible outcomes and their interpretation, for the gap analysis done in

Table 4.4:

P-E >0, this implies that the users are satisfied with the level of service being provided.

P-E = 0, this implies that the satisfactory levels are just being touched or reached.

P-E <0, this implies that the satisfaction levels are low.

An average of the perception and expectation scores of each of the dimensions in the ques-