Enhancing Bus Rapid Transit System (BRTS) Passenger Satisfaction through Service Quality at Ahmedabad Janmarg Limited
DOI:
https://doi.org/10.5281/zenodo.10652796Keywords:
bus rapid transit system (brts), public transportation, service quality, passenger satisfaction, servqualAbstract
This research article investigates the relationship between service quality and passengers' satisfaction in the context of Bus Rapid Transit Systems (BRTS). As urbanization accelerates and the demand for efficient public transportation grows, understanding the factors that contribute to passengers' satisfaction becomes imperative for the successful implementation and sustainability of BRTS.
The study employs use of survey to gather comprehensive insights from BRTS passengers. The research framework integrates the SERVQUAL model and other relevant theories to assess the dimensions of service quality, including reliability, responsiveness, assurance, empathy and tangibility.
A structured survey was distributed to a representative sample of BRTS passengers. The analysis explores the relationship between perceived service quality and passengers' satisfaction levels identifying critical factors influencing the overall passenger experience.
This research article aims to contribute to the growing body of knowledge on public transportation management specifically focusing on BRTS. By identifying key factors influencing passengers' satisfaction, transit authorities can implement targeted improvements, ultimately leading to enhanced service quality and a more positive overall transit experience for BRTS users. Findings from this research contribute to the theoretical understanding of service quality in BRTS and provide practical implications for transit authorities and policymakers. Recommendations for enhancing specific service quality dimensions are discussed to improve passenger satisfaction and encourage sustainable ridership.
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Copyright (c) 2023 Vishal B. Khanama, Dr. Vishal B. Javiya
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