SERVICE QUALITY AND BEHAVIOURAL INSIGHTS: PASSENGER PERSPECTIVES ON GUJARAT'S BUS RAPID TRANSIT SYSTEM

Abstract

This study explores passenger perceptions of service quality and behavioral responses in Gujarat's Bus Rapid Transit System (BRTS). By applying the SERVQUAL model, it evaluates key service quality dimensions, including reliability, tangibles, responsiveness, assurance, and empathy, and their influence on passenger satisfaction and loyalty. The findings reveal that factors such as punctuality, safety, and comfort significantly shape passengers’ behavioral intentions, including repeat usage and word-of-mouth recommendations. Addressing gaps in service quality, such as accessibility for disabled users and complaint resolution, is critical for enhancing passenger trust and system adoption. Policy recommendations include infrastructure improvements, driver training, and effective feedback mechanisms. This study underscores the importance of a passenger-centric approach to improve service quality and foster sustainable urban transportation solutions.