| Title |
A Study on Improvement Plan of City Bus Kindness Service |
| Authors |
이정훈(Lee, Jeong Hun) ; 정헌영(Jung, Hun Young) ; 신강원(Shin, Kangwon) |
| DOI |
https://doi.org/10.12652/Ksce.2017.37.2.0369 |
| Keywords |
대중교통;시내버스;친절서비스;군집분석;다변량 분산분석 Public transportation;City bus;Kindness service;Cluster analysis;Manova |
| Abstract |
The city of Busan implemented the 'Bus Quasi-Public Operating System' as a part of the Public Transit Activation Policy. Although the reorganization of routes and fares had temporarily increased the number of passengers, it is facing a downtrend currently. This implies the limited capability of increasing the use of the city buses only by adjusting the systematic components of the system. Thus, the research aims to analyse the effect of improving the 'kindness service' as an alternative way to vitalize the use of city buses. The analysis uses the survey encompassing sixteen 'kindness service' factors that was collected from the passengers and the drivers of the city buses in Busan, and some of the notable findings are followed. According to the analysis of determining the level of importance on the 'kindness service' factors, four major categories were derived; a category to maintain/reinforce the kindness service, a category to make incremental improvement, a category to encourage improvement, and a category to make focusing improvement. Using the categories, the study then performed the cluster analysis on 33 city bus companies in Busan to determine the differences between the companies. Consequently, the companies were grouped into four; two groups (14 companies) showing more importance on the kindness service while the other two groups (19 companies) showing less. In addition, multivariate an analysis of variance (MANOVA) identified the significant differences of the four categories among the groups of companies, and the findings were taken into consideration on further improvement plans of kindness service in the city buses of Busan. |