Abstract
The study investigates public transport service attributes that influence overall passengers' satisfaction and ultimately enhancing public transportation ridership in developing countries. An original questionnaire survey to public transport users was designed and conducted in the city of Nairobi, the capital of Kenya, to collect prerequisite information and data to facilitate the analysis. It also provided requisite variables which were used to develop Structural Equation Model (SEM) to elucidate the interrelationship between the observed variables and unobserved variables and their impact to the overall commuters' satisfaction. Unobserved attributes such as Service Quality (SQ), Safety (S) and Travel Cost (TC) were estimated. Level of satisfaction was found to be significantly influenced by Service Quality (SQ), Safety (S), Travel Cost (TC) and the perception on the systems' performance. The study therefore proposed the model to transportation engineers and planners in Nairobi city in the investigation of travel factors that do determine commuters' satisfaction with public transportation services.
