Service Quality in Bus Services: An Empirical Study in Tamilnadu

Abstract

Transportation acts as a catalyst in the economic development. In Tamilnadu, the State Road Transport Corporation (SRTC) operates with an objective of connecting all villages and tours inthe state. The SRTC is now facing hectic competition from private fleet operators and othercompetitive service providers. The success and survival of the SRTC rest on its service quality and thepassengers satisfaction. The present study has made an attempt to study the service quality in bus services and passengers satisfaction with the help of structural equation modeling. The non-profitability judgement sampling technique was followed to select 980 samples in Madurai district, Tamilnadu. The response on the questionnaire was only 624. The study conclude that the important service quality factors are service planning, network, safety and cleanliness; comfort and receptivity. The service quality factors with a major effect on passenger satisfaction are service planning and network. The reliability, personnel and information variables have a significant impacton service planning whereas the bus stop availability route characteristics and frequency have a significant impact on network.