An In Depth Study of Passenger Satisfaction of Brts in Gujarat State

Abstract

The objective of this study is to find factors affecting Passenger Satisfaction for the three cities newlineof the Gujarat State namely, Ahmedabad, Rajkot and Surat. Another objective of the study is to newlineunderstand the growth of these three BRTSs and comparing their passenger satisfaction. After newlinegoing for a detailed literature review, researcher selected four variables - service quality, network newlinedesign, station amenities and price fairness to measure passenger satisfaction. Data was collected newlinethrough filling up questionnaires from passengers travelling through BRTS in three cities of the newlineGujarat. In this study, convenience sampling was used for selection of respondents having age of newlinemore than 18 years. Data was collected from 1066 respondents which included 430 from newlineAhmedabad, 282 from Rajkot and 354 from Surat. In the study, exploratory and descriptive newlineresearch is used as a drive of the study to find and analyze the data. newlineStructural Equation Model is used to test the hypothesis. Out of the four variables studied, newlineservice quality and price fairness affects passenger satisfaction in Gujarat, while network design newlineand station amenities is not able to affect passenger satisfaction in Gujarat. By Post hoc test, it newlinewas concluded that there is no significant difference between passenger satisfaction between newlineAhmedabad Passengers and Surat Passengers. But there is a significant difference between newlinepassenger satisfaction between Rajkot Passengers and Ahmedabad Passengers as well as between newlineRajkot Passengers and Surat Passengers. newline