Measurement of passengers service quality in public transportation: servqual analysis

Transport plays an important role in the economic development of the country by creating employment opportunities and sustaining economic activities. The quest for service quality has been an essential strategic component for service firms like buses attempting to succeed and survive in today’s competitive environment. The SERVQUAL model focuses on the difficulty in ensuring a high quality of service for all customers in all situations. SERVQUAL methodology is an analytical approach for evaluating the difference between customers' expectations and perceptions of quality. A comparison of passengers’ perceptions of service quality with their expectations, using paired t-test, showed a statistically not significant difference on all of the 25 attributes examined in this study.