Abstract:
The long-term success of the transportation providers and
customer satisfaction are significantly influenced by the
quality of service provided by urban bus transit. This study
investigates the factors influencing passenger satisfaction in
Sri Lankan urban bus transportation, focusing on service
quality dimensions such as reliability, responsiveness,
assurance, empathy, safety, cleanliness, and comfort. A
survey of 385 passengers was conducted, and correlation
and regression analyses were used to explore the
relationships between these variables and satisfaction
levels. The results reveal that all six dimensions
significantly impact passenger satisfaction, with
responsiveness showing the highest correlation. The
findings suggest that prioritizing these service quality
factors can enhance passenger satisfaction and contribute to
the overall success of bus companies. However, the study's
scope is limited, and further research is needed to explore
additional factors and address methodological constraints.
This research provides valuable insights for transportation
professionals aiming to improve service quality and
strengthen customer relationships in Sri Lanka's urban bus
sector.
