Assessment of Public Bus Transport Service Quality Attributes in Delhi using Importance - Performance Analysis

By : Sahil Yadav

Page No: 532-552

Abstract
The quality of public transport services plays a crucial role in determining their ridership. This study evaluates the service quality of public bus transportation in Delhi through Importance-Performance Analysis (IPA), aiming to identify key attributes that influence passenger satisfaction. Using primary survey data and secondary sources, the study assesses 13 service attributes, including affordability, cleanliness, and others. Inferential tests were applied to examine demographic and travel-related variations in perceived importance. The analysis reveals that while affordability and punctuality are well-performing, critical gaps exist in seating availability, luggage provision, information systems, and driving quality. The Passenger Satisfaction Index (PSI) indicates an overall satisfaction level of 67.64 per cent. Socio-demographic variations reveal that women prioritise safety and cleanliness, younger and employed users emphasise punctuality, while older passengers value comfort and the behaviour of staff. The study recommends fleet expansion, improved infrastructure, better information systems, and gender-sensitive training. Enhancing these attributes could increase ridership and promote sustainable urban mobility in Delhi.

Author
Sahil Yadav, Research Scholar, Jawaharlal Nehru University, New Delhi.
 

DOI: DOI: https://doi.org/10.32381/NL.2025.57.04.8