Abstract
The existence of a good quality public transport system is considered as the backbone of transportation infrastructure in densely populated cities. The people’s intentions to use a public transport system are influenced by how they perceive the service quality dimensions. Metro-bus service in Lahore was started in 2013 in order to provide state of the art public transport system to the people. To ensure its success and sustainability it is essential to make improvements in its service quality seeking the perceptions of its current users and potential users. Therefore, this study aims to assess the passenger’s attitudes towards service quality attributes of metro-bus using results of a questionnaire survey and make suggestions for its future potential. An objective oriented questionnaire was designed and conducted at selected locations and total collected samples were 328. Analysis of results revealed that users have positive attitudes with most of the service quality attributes. Reliability, friendliness and instrumental dimensions of service quality are significant in determining the passenger’s preference towards metro-bus service. Gender, vehicle ownership and characteristics of access mode are also having significant influence in this aspect. These findings would be helpful in making appropriate policies regarding improvements in service quality of metro-bus.
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