Analysis of Factors Affecting Passenger Satisfaction on Service Quality in Public Transportation in Sri Lanka

Abstract

Public Transportation Service is outlined as a shared transportation service utilized by the overall public. Bus and Rail services play the most prominent roles as Public Transportation modes in Sri Lanka. Discrepancies in the quality of service provided by both the rail and bus service, has resulted in a modal shift towards privately owned vehicles. The research is conducted in order to investigate the factors that affect the passenger satisfaction on service quality in public bus and rail transportation services and attempts to identify the necessary actions and improvements to uplift the level of passenger satisfaction towards public transportation service. Using a sample of 300 public transport users, the authors conducted an empirical study on a number of variables representing the service quality in public transportation. Study discusses about the SERVQUAL model in explaining about the passenger satisfaction. Questionnaire was also designed based on the five SERVQUAL dimension; tangibles, reliability, responsiveness, assurance and empathy. Data collected were analyzed using Reliability Test, Descriptive Statistics Analysis, Factor Analysis, Chi-square Test for Association, Hypothesis test and Kruskal Wallis test. Results obtained show that the identified service quality factors affect the passenger satisfaction on Public Transportation. The study provides empirical evidence of the factors affecting passenger satisfaction on service quality in Public Transportation in Sri Lanka. The results would be beneficial for the public transport service providers to identify the gap between the quality of service demanded and the quality of service provided. It will also be useful to economists, law enforcement bodies and policy makers to create and implement new policies and strategies for further development of the public transport service. Study emphasizes the value of Public Transportation and the importance of its improvement for the development of the country