Analyzing the Impact of Service Quality on Public Transport Performance: A Panel Data Analysis with an Online Recommendation System

Abstract

This study aims to examine the effect of various service quality parameters on the schedule-wise performance of intercity bus passenger transit using objective measures through a panel data regression model. The study findings show that service quality parameters such as bus fare and customer rating positively impact the operator's schedule-wise performance. In contrast, travel time hurts performance. The study also finds that bus type insignificantly affects performance, and an increase in bus fare does not impact performance. In summary, this study underscores the importance of service quality in the public transport system. It recommends that operators prioritize service quality parameters such as bus fare and customer rating to enhance their schedule-wise performance. Furthermore, this study offers valuable insights into the factors that affect the performance of intercity bus passenger transit, which can inform policymaking and management decisions in the public transport sector. © 2024 Institute for Transport Studies in the European Economic Integration. All rights reserved.