Scaling up public transport usage: a systematic literature review of service quality, satisfaction and attitude towards bus transport systems in developing countries

Abstract Urban sprawl driven by urbanisation has contributed to a sharp rise in privately owned vehicles and competition for restricted resource space. The utilisation of private vehicles has increased, particularly in developing countries, and this phenomenon leads to many negative externalities, including traffic congestion and emissions. To encourage the use of sustainable modes such as public transport, it is essential for policymakers and transport authorities to carefully examine the determinants influencing public transport usage and apply successful policies and procedures. This review offers a valuable understanding of the contemporary knowledge regarding the determinants influencing bus transport usage. It systematically reviews 104 papers published since 2000 on service quality, satisfaction, and attitudes towards bus transport. The review shows that safety, security, comfort, reliability and accessibility are the most substantial determinants shaping users' views on service quality and satisfaction. This is particularly evident in situations like waiting at the bus stop, being on board the bus, and specific instances while walking to their destination. The results indicate that challenges with first-mile and last-mile connectivity are apparent, and further exploration in the context of developing countries is needed to understand these challenges, necessitating further investigation. It also demonstrates instrumental aspects such as convenience and social-symbolic aspects such as social standing, influencing attitudes towards public transport usage. It concludes by suggesting potential paths for future research and discusses the impacts of the results on policy decisions.