Comparative Analysis of Service Quality Dimensions and Passenger Satisfaction for BRTS between Rajkot and Surat City

Abstract

The objective of this paper is to examine and compare Passenger
satisfaction between Rajkot and Surat through various service
quality variables related to Bus Rapid Transit Service (BRTS).
Satisfaction was measured through Tangible, Personnel, reliability
and comfort. A questionnaire was given and view of 547 passengers
was taken and evaluated which include 258 from Rajkot and 289
from Surat. The outcome of the paper suggests that Surat
passengers are more satisfied compare to Rajkot passengers.
Tangible service is only dimension where there is no significant
difference between Surat passengers and Rajkot Passengers while
for the remaining variables there are significant difference between
Surat and Rajkot Passengers. Findings are discussed and presented
along with its implications.