Research On The Relationship Between Urban Bus Transport Service Quality And Passenger Satisfaction

This study investigates the relationship between urban bus transport service quality and passenger satisfaction;based on a study on the bus rapid transit system in Ghana.Employing a modified SERVQUAL scale questionnaire and a semi-structured interview guide,the study used both quantitative and qualitative research approaches.A total of 120 completed questionnaires were collected and used in the analysis and face-to-face in-depth interviews were conducted.The modified service quality model gap analysis scale(SERVQUAL)used for this research contained 26 items across five dimensions: reliability,assurance,tangibles,empathy,and responsiveness.An independent sample t-test was used to analyze and compare the mean expectation and perception scores of male and female users of the BRT system‘s service quality delivery.Results showed no significant gender difference was observed between the two groups.Furthermore,the results carried out indicated gaps in three dimensions namely assurance,empathy,responsiveness,and two dimensions namely reliability and tangibles were established to have influenced or have a positive effect with passenger satisfaction.Therefore,the results established that passengers were satisfied on two service quality dimensions which are reliability and tangibles.Meanwhile,they were dissatisfied with three other service quality dimensions,namely assurance,responsiveness and empathy.Based on the current research and literature,the study generalized suggestions on service quality improvement that could serve to inform BRT system service providers and policy makers in the need to improve on the three SERVQUAL dimensions of service delivery from the gap analysis carried out.The results were discussed in line with literature.