M. V. Praveen, K. Sravana |
Abstract
Public transport plays a vital role in promoting sustainable mobility and equitable access, yet service quality often varies significantly across operators. In Kerala, the two primary public transport providers, the state-owned KSRTC and privately owned buses, exhibit differences in service delivery, but comparative studies from the passenger’s perspective remain limited. This study addresses the gap by evaluating 12 service quality dimensions, categorised into general service quality (GSQ) – cleanliness, convenience, crew behaviour, empathy, information quality, and reliability – and specific service quality (SSQ) – schedule design, journey comfort, travel safety, grievance redressal, economy, and station ambience. A structured questionnaire was administered to 686 respondents (434 private bus users and 252 KSRTC users). Using descriptive statistics, one-sample t-tests, and Cohen’s d effect size, the study assessed satisfaction relative to a neutral benchmark. Findings indicate consistent underperformance in key areas such as crew behaviour, information quality, grievance redressal, and station ambience. Notably, no dimension achieved high satisfaction levels, revealing a significant mismatch between passenger expectations and actual service, even in a consumer-aware region. The study highlights the urgent need for both KSRTC and private operators to enhance responsiveness and consistency, offering critical insights for policymakers aiming to improve public transport safety, comfort, and reliability.
Keywords: General Service Quality, Specific Service Quality, Public Transportation, KSRTC, Private Buses, Passenger Perception, Passenger Satisfaction
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