Assessing Supply-Side Determinants of Passenger Satisfaction in Long-Distance Expressway Bus Services in Sri Lanka: A Case Study of Southern Expressway

Abstract

The transportation sector plays a vital role in fostering economic growth, societal connectivity, and individual mobility. Long-distance bus services have emerged as a prominent mode of transportation, offering an efficient and cost-effective means of travel for both urban and intercity commuters. This study aims to comprehensively assess and elucidate the supply-side determinants that significantly impact passenger satisfaction with long-distance expressway bus service in Sri Lanka. To ensure the collection of detailed and relevant insights from frequent users of the Southern Expressway's long-distance bus services, a purposive sampling technique was employed. Data collection was guided by variables identified in the literature review, and exploratory factor analysis was used to analyse the sample data. The study identified six salient supply-side factors affecting passenger satisfaction: service quality, comfort, accessibility and convenience, safety and security, cost, and customer service. These factors explained 74% of the total variance, with service quality being the most influential, accounting for 18% of the total variance. The findings recommend upgrading the bus fleet, maintaining cleanliness, optimizing scheduling, enhancing reservation systems, implementing staff training, improving safety measures, ensuring fair pricing, enhancing customer service, raising passenger awareness, and encouraging innovation to improve expressway bus services, attract more passengers, and build a reliable public transport system.