Expectations and Perceptions of Passengers on Service Quality with Reference to Public Transport Undertakings

Abstract

The purpose of this qualitative study is to ascertain the expectations and perceptions of passengers using public transport undertakings. A sample of 200 respondents was selected for the study. The various dimensions that are considered include assurance, empathy, reliability, responsiveness, tangibles and comfort. The study reveals that there is highest gap in comfort dimension and lowest gap in responsiveness and empathy dimensions. Chi-square test has been used to compare the satisfaction of the respondents on the basis of gender and occupation. The test results reveal that the satisfaction is different for male and female passengers as well as across occupations of the passengers.

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