Abstract
Public transport system (PTS) is basically an infrastructure-based system consisting of huge fleet of buses, bus stops, fuel stations, maintenance workshops and bus depots. It has to rely on local government authority for construction and maintenance of roads. Being infrastructure-based system, PTS has to spend considerable time and energy in managing its facilities; providing less time to pay attention to the passengers and commuters. Due to this, PTS is often considered as a substandard system and is generally ignored by the citizens as a primary means of transportation. Wherever possible, the passengers prefer personal conveyance such as car, scooters or motorcycle in comparison with PTS. Ever-increasing number of personal vehicles has posed the challenges of managing the traffic congestions, environmental pollution, road accidents, driving stress, etc. On this note, there is a good scope to develop customer-centric model for PTS. The present research is a small step in this direction. Based on a passenger survey, various travelling criteria were identified and they were prioritized using analytical hierarchy process (AHP). This helped to propose customized services to the PTS for various classes of commuters.
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