Passenger Perceptions towards Public Transit Express Buses

Abstract: This study investigates passenger perceptions towards a public transit express bus service, aiming to understand satisfaction levels and identify areas for service improvement. The research surveyed 285 respondents using a convenient sampling method to collect data on their experiences with the express bus service. To analyse the data, the Mann–Whitney U test and Kruskal–Wallis test were employed to examine differences in passenger satisfaction with service quality across independent groups based on gender and age. These non-parametric tests were chosen due to the ordinal nature of the satisfaction data and to account for any non-normality in the distribution of responses. Additionally, an ordered logit model was utilized to investigate the relationship between passenger demographics (gender and age) and perceived service quality. This model helps to understand how these demographic factors influence overall satisfaction with the express bus service. Findings provide valuable insights into passenger satisfaction levels and highlight areas for improvement in the service quality of public transit express buses. Understanding these perceptions is crucial for transit authorities to enhance their services, ensuring better customer satisfaction and more efficient long-distance transport operations. This research contributes to the broader field of public transportation studies by offering a focused analysis of a specific service provider, employing robust statistical methods to ensure reliability and validity of results. Keywords: Public Transportation, Passenger Satisfaction, Express Bus Service, Service Quality, Demographic Analysis JEL Classification Number: L92, R41, R49, D12, C25