2019 Volume 13 Pages 1382-1399
Assessment of passenger satisfaction on bus transportation in Sri Lanka is a timely imperative to upgrade the level of service. The main objectives of this study are: to assess passenger satisfaction with the semi-luxury bus service on the Panadura-Kandy route; to examine important service quality attributes that influence passenger satisfaction; and, to evaluate the significance of these factors in order to determine the quality improvement priorities. The key quality attributes used in this study are fare, cleanliness, comfort, condition, discipline, travel time, loading level, privacy, availability, and safety. According to the results, passengers are dissatisfied with the semi-luxury bus service on the PanaduraKandy route. Overall, passengers are mostly dissatisfied with the loading level during the journey. The study provides a direction for transport regulators to improve service quality by imposing and enforcing rules and regulations to maintain standards of service while enhancing frequency to cater to existing passenger demand.
