Customer Satisfaction Analysis of the Luxury Long Distance Bus Service in Sri Lanka

Abstract

This study aims at examining the satisfaction levels of the users of the recently implemented luxury long distance bus service in Sri Lanka. This service was introduced to the public by the Ceylon Transport Board (CTB) as way of improving the current poor public bus service in the country. Data was collected through a survey questionnaire among the passengers and was tested using the statistical methods. The too pricey perception group showed a lower satisfaction compared to the fair fare perception group. It was identified that this difference was mostly influenced by the passenger's previous modes of travel. It can be concluded that a fair service is provided to the public for the price charged for the services. The attributes of low satisfaction are mostly terminal related attributes. One way to improve terminal attributes would be to provide feeders to the terminal and increase number of stops along the normal road to increase satisfaction regarding terminal accessibility.