Analysing bus users’ perceptions of service quality during the COVID-19 pandemic. A case study of Gran Canaria (Spain)

Abstract

The study examines service quality perceptions among bus users during the COVID-19 pandemic. The analysis uses a survey to gather insights, including a section focused on defining statements to identify latent variables related to COVID protocols for bus services. The identification of these latent variables is carried out through a Principal Component Analysis (PCA) that identifies three latent variables. An ordered logit model is estimated to analyse the effect of the variables considered for the assessment of bus service quality. The results indicate that the bus service quality was perceived as good or very good by bus users during the pandemic. The most influential variables include two of the three identified latent variables, along with age and gender. Drawing from these findings, the establishment of specific protocols for public transport has proven effective in maintaining service quality, as perceived by bus users.