The public sector passenger transport has been crucial sector for transportation of people in developing countries like India. But there is less emphasis on customer expectations in this sector. This study aims at evaluating the customer expectations of this service sector in India. A...

This paper presents a study of comparison of the importance attached by the service providers’ and the customers’ with respect to eighteen service characteristics towards the public transportation services provided by a bus company. The survey was conducted in three bus depots in one...