Service Quality and Personal Attitudes as Predictors of Overall Satisfaction with Public Buses: A Case Study in Kathmandu, Nepal

Abstract

This study analyzes the effects of certain variables on bus service quality (SQ) and how SQ and personal attitudes affect satisfaction with public buses. A total of 552 responses were collected using a questionnaire that captured socioeconomic and trip characteristics, satisfaction ratings for SQ attributes, and the personal attitudes of consumers. Factor analysis was used to uncover unobserved latent features and to generate two measurement models: for SQ and for personal attitudes of bus users. Three latent variables (“information, safety and security”, “comfort”, and “accessibility/availability”) were observed that signify SQ. Simultaneously, two latent variables (perceived value, and behavioral intention and involvement) were obtained representing the attitude of customers. A structural equation modeling method was employed to compute interconnections among these variables. Information and safety and security had a major influence on SQ followed by comfort and accessibility/availability. Similarly, perceived value had a greater impact on personal attitudes than that on behavioral intention and involvement. Findings also show that evaluating overall SQ is better explained when consumers rate the service quality of buses after knowing about the various attributes. Findings revealed that the overall satisfaction of customers with bus services was influenced more by SQ-related attributes than by personal attitudes. The study also provided insights into public bus service quality improvements that must be emphasized and enhanced to increase ridership. This understanding of connections among SQ, personal attitudes, and overall satisfaction can assist transit officials in developing effective strategies and investment plans to meet the needs of passengers and boost customer satisfaction with public buses.