ASSESSMENT OF SERVICE QUALITY AND EFFICIENCY OF BUS RAPID TRANSIT SYSTEM

Transportation is an indistinguishable component of any society. Provision of luxury transportation at favorable rates to general public is the need of the day for societal comfort. Research has been done to assess the service and efficiency level of(Bus Rapid Transit)BRT system by evaluating initial parameters including passenger’s attitudes towards quality, safety, security, and service provided by Metro bus Lahore as well as identifying problems encountered by passengers. In Pakistan, local transportation play significant role for travelers to commute whereas the vast transportation system of Lahore and construction of Metro Bus Transit System with consideration to balance demands of traffic has provided safer, economical and secure public transport system to the people. This research has been carried out from Shahdara to Gujjumata. The questionnaire-based survey was conducted. which was comprised of questions according to problems, needs of passengers and indicators which were set to identify the service quality of Metro Bus. It is revealed from analysis that majority of people are satisfied from service quality, punctuality, accessibility and efficiency provided by BRT system. It is also observed that this service is user-friendly for physically impaired persons. Dissatisfaction level was also observed on low seating capacity in buses, security, safety of users on board. This research suggests concerned authority to improve, enhance current passenger services and provide better services so that current users can enjoy services and attract new passengers to use Metro bus as well as imply international best practices in Pakistan urban transport.