Analysis of service quality factors affecting passenger satisfaction with bus service based on a structural equation modeling: A case study of Ho Chi Minh City

Abstract

This study aims to examine service quality factors and the extent of their influence on passenger satisfaction with public bus transport service. The study will describe the steps of creating a SEM (Structural Equation Modeling) model to demonstrate the service quality - satisfaction relations. Survey data conducted by the Ho Chi Minh Public Transport Management Centre in collaboration with the World Bank consultants from December 2019 to January 2020 includes 3,913 questionnaires on 25 subsidized bus routes. The analysis results from the SEM model indicate that the factors with the strongest impact on satisfaction are availability possibility, service information, fare, service attitude and friendliness with the environment. This result suggests that public transport should focus on improving these service quality factors to ensure a high level of passengers’ satisfaction.