SERVICE QUALITY AND PASSENGER SATISFACTION IN PUBLIC BUS TRANSPORTATION: EVIDENCE FROM KALUTARA DISTRICT, SRI LANKA

Abstract

This study examined the service quality and passenger satisfaction in public bus transportation in Kalutara district. A sample of 150 passengers was selected for this study using convenient sampling technique and data were collected through structured questionnaire. Service quality was measured using key dimensions, including consistency, responsiveness, cleanliness, confidence, compassion and accessibility. Correlation and multiple regression analysis were employed to investigate the relationship between the variables. The findings revealed that service quality has a significant impact on passenger satisfaction. In particular, cleanliness and consistency have a statistically significant positive impact on service quality, whereas responsiveness, confidence, compassion and accessibility were found to be statistically insignificant impact on service quality. The study contributes to the literature by clearly distinguishing between service quality and passenger satisfaction and empirically confirming that service quality act as a key antecedent of satisfaction. The findings provide important policy implications for improving public transport services in developing countries.
Keywords:

Bus Service, Service Quality, Passenger Satisfaction, Public Transport