Determinants of passenger satisfaction using public transport system in Colombo: a case study on Kottawa - Pettah route

Abstract

This research intends to identify the determinants of passenger satisfaction using the public bus transport system on Kottawa – Pettah Route in Sri Lanka. Data were collected from a structured questionnaire and the sample size is 400. The sampling method was stratified random sampling and a sampling unit is a passenger boarding from the Kottawa bus stand during November 2019. The Factor analysis (FA) was carried out to derive the inferences of the study. It was found that the observed data satisfied all the necessary requirements for FA. Fifteen factors identified as the determinants of satisfaction of passengers using Kottawa – Pettah Route. In view of the above, it is recommended to strictly implement the current laws and regulations, design new laws and regulations, train bus crew, introduce new innovative methods to improve the satisfaction of the passengers using public bus transport system. This will also result in protection and enhancement of the interests of passengers, other road users, drivers, conductors, operators and other stakeholders of public bus transport system in Sri Lanka.