ASSESSING AND OPTIMIZING PUBLIC TRANSPORT SERVICES USING THE CUSTOMER SATISFACTION INDEX

Public transport is essential for people to commute to school, work, and family homes or to participate in various aspects of life [1]. The increasing standard of living translates into increased expectations regarding the comfort associated with transport [2]. In the era of customer orientation, listening to the customer’s expectations and trying to meet them is essential. This article explores the practical implementation of the Customer Satisfaction Index (CSI) methodology in evaluating and improving the quality of public transport services based on pilot research conducted in a city with a population of less than 200,000. By identifying key factors that passengers value—namely, punctuality, comfort, and information accessibility—this study demonstrates how the CSI can serve as an evaluative tool and a framework for prioritizing corrective measures to enhance service quality. A significant contribution of this research is its illustration of the flexibility of the CSI methodology, which can be dynamically adapted and integrated with modern technologies, including mobile applications, AI-driven analytics, and real-time feedback systems. Such advancements increase the effectiveness of the CSI, allowing transport operators to make data-driven decisions and implement targeted improvements more efficiently. Furthermore, by supplementing the CSI with digital tools, transport operators can respond more quickly to changing passenger needs and operational challenges, fostering a more responsive and adaptive approach to public transport management. The findings provide actionable insights and a replicable framework that can inspire other cities to adopt and modify similar practices, regardless of size. By leveraging the prioritization capabilities of the CSI and its seamless integration with cutting-edge technologies, policymakers and transport operators can optimize resources and focus on the most impactful service enhancements. This study contributes to the broader discourse on sustainable urban mobility by linking traditional quality management tools to technological innovations. It also highlights the CSI’s potential to evolve from a static assessment method into a dynamic instrument for continuous improvement, offering a way for cities worldwide to enhance public transport services while addressing the diverse needs of their passengers.