Working Paper Series

Abstract: Bus is one of the significant segments in Hong Kong public transport. Since 1970s, Hong Kong bus companies have faced keen competition with other modes of transport. The purpose of this study is to identify the connection among Intelligent Transportation System (ITS), service quality and customer satisfaction for Hong Kong bus industry with respect to the 5 components of SERVQUAL by comprehensive literature review. The discussion reveals that ITS can enhance service quality of Hong Kong bus companies, as well as its customer satisfaction. Through ITS, Hong Kong bus companies could improve the performance and increase their competitive advantages to compete with Mass Transit Railway (MTR).