| dc.description.abstract | Public Transportation Service is outlined as a
shared transportation service utilized by the overall public.
Bus and Rail services play the most prominent roles as
Public Transportation modes in Sri Lanka. Discrepancies
in the quality of service provided by both the rail and bus
service, has resulted in a modal shift towards privately
owned vehicles. The research is conducted in order to
investigate the factors that affect the passenger satisfaction
on service quality in public bus and rail transportation
services and attempts to identify the necessary actions and
improvements to uplift the level of passenger satisfaction
towards public transportation service. Using a sample
of 300 public transport users, the authors conducted an
empirical study on a number of variables representing the
service quality in public transportation. Study discusses
about the SERVQUAL model in explaining about the
passenger satisfaction. Questionnaire was also designed
based on the five SERVQUAL dimension; tangibles,
reliability, responsiveness, assurance and empathy. Data
collected were analyzed using Reliability Test, Descriptive
Statistics Analysis, Factor Analysis, Chi-square Test
for Association, Hypothesis test and Kruskal Wallis
test. Results obtained show that the identified service
quality factors affect the passenger satisfaction on Public
Transportation. The study provides empirical evidence
of the factors affecting passenger satisfaction on service
quality in Public Transportation in Sri Lanka. The results
would be beneficial for the public transport service
providers to identify the gap between the quality of
service demanded and the quality of service provided. It
will also be useful to economists, law enforcement bodies
and policy makers to create and implement new policies
and strategies for further development of the public
transport service. Study emphasizes the value of Public
Transportation and the importance of its improvement
for the development of the country | en_US |
