Enhancing Passenger Satisfaction in Sri Lankan Urban Bus Transportation: The Critical Role of Service Quality Dimensions

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.