Investigating the factors determining service quality in Bhopal’s multimodal public transport system: A factor analysis

Abstract

Multimodal public transport systems are crucial for sustainable urban mobility in growing cities like India. This study investigates the factors determining service quality in Bhopal’s multimodal public transport system using factor analysis. A survey of 650 regular users was conducted to assess service quality perceptions. Exploratory factor analysis revealed six significant factors: integration (22.12 % of variance explained), reliability (14.30 %), comfort (9.38 %), safety (8.07 %), accessibility (6.85 %), and customer service (5.74 %). The factors demonstrated high internal consistency reliability (Cronbach’s alpha > 0.8). Satisfaction levels varied across factors, with accessibility and comfort receiving higher ratings than reliability. Demographic comparisons revealed significant differences based on gender and age. The findings provide insights into the critical factors shaping service quality perceptions and offer a framework for assessment. The results highlight the need for targeted interventions, particularly in areas with lower satisfaction levels. This research contributes to the literature on public transport service quality in developing cities and underscores the importance of considering passenger perspectives in multimodal transport planning and management. This research contributes to the growing body of literature on public transport service quality in developing cities and underscores the importance of considering passenger perspectives in the planning and management of multimodal transport systems.