Critical Analysis of Customer Satisfaction in Public Bus Transportation Services using SERVQUAL Model

Abstract

A well performing public transport system can contribute to reduce traffic congestion, improved air quality and increased mobility for the population. Public authorities, transport agencies and private operators need to work together to continuously improve the performance of public transport. To evaluate the performance of any public transport business, a systemic survey-based model is needed which analyze the customers requirement critically. In the present work, an attempt is made to have better understanding of passenger attitude and the level of passengers satisfaction towards services provided by public bus transportation system (MSRTC) using the SERVQUAL model. Response surface model (RSM) is effectively utilized in integration with SERVQUAL model to better judge the performance. This study attempts to elicit the opinion of the passengers about the quality and types of services provided and grievances if any. Furthermore, the integrated framework of this study can enhance public transport performance and give customer satisfaction.