Perception-Satisfaction Based Quality Assessment of Public Transportation Services using SERVQUAL Model.

Abstract

The performance evaluation of any public transportation mainly depends on the customer satisfaction level of passengers (referred to as customers). To evaluate the performance of any public transport business, a systemic survey-based model is needed, which critically analyzes the customer's requirement and designs the future line of action for improvement. In the present work, an attempt is made to understand better passenger attitudes and the level of passenger satisfaction towardsservices provided by the public bus Maharashtra State Road transportation Corporation in India (MSRTC) using the SERVQUAL model. Further, it focuses on the measures taken by the bus transport industries to improve the level of satisfaction of passengers and to avert their problems to retain the passengers' loyalty. This study aims to identify the causes due to which quality is affected and study the responses from a total of 4000 different respondents.