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<p>There are a lot of studies that show that the quality of public transportation services, like how easy it is to get information, how comfortable and safe it is, how friendly the staff is, how reliable it is, and how easy it is to use, are all related to how satisfied people are with their trips. But the effect of each factor can change depending on the situation. This study uses Fuzzy Set Qualitative Comparative Analysis (fsQCA) to investigate how different combinations of service attributes affect passenger satisfaction in Bhopal’s public bus system. It does this by using data from 395 people who answered questions before and after a major service change. The analysis finds four different combinations of factors that lead to high satisfaction, showing that no one factor is enough on its own; instead, satisfaction comes from certain combinations of factors. For instance, good performance and safety perceptions can make up for discomfort, and having access to information and feeling secure can make up for problems with reliability. Paired t-tests showed that there were significant performance improvements (t  = 4.12, <i>p</i> &lt; 0.05), staff behaviour (t  = 4.55, <i>p</i> &lt; 0.01), comfort (t = 9.30, <i>p</i> &lt; 0.05), and overall satisfaction (t =  3.00, <i>p</i> &lt; 0.05). However, there was no significant change in information availability (<i>p</i> = 0.13). The results show how useful a configurational approach can be for figuring out how people think about things that are hard to understand, and they give practical ideas for making public transportation better by making all its services better.</p>

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Assessing public transport travel satisfaction through a configurational method: a case study of Bhopal

  • 期刊论文

  • 发表日期：

    2025年10月22日

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  • Arjun Singh Lodhi,
  • Anuj Jaiswal

摘要

There are a lot of studies that show that the quality of public transportation services, like how easy it is to get information, how comfortable and safe it is, how friendly the staff is, how reliable it is, and how easy it is to use, are all related to how satisfied people are with their trips. But the effect of each factor can change depending on the situation. This study uses Fuzzy Set Qualitative Comparative Analysis (fsQCA) to investigate how different combinations of service attributes affect passenger satisfaction in Bhopal’s public bus system. It does this by using data from 395 people who answered questions before and after a major service change. The analysis finds four different combinations of factors that lead to high satisfaction, showing that no one factor is enough on its own; instead, satisfaction comes from certain combinations of factors. For instance, good performance and safety perceptions can make up for discomfort, and having access to information and feeling secure can make up for problems with reliability. Paired t-tests showed that there were significant performance improvements (t  = 4.12, p < 0.05), staff behaviour (t  = 4.55, p < 0.01), comfort (t = 9.30, p < 0.05), and overall satisfaction (t =  3.00, p < 0.05). However, there was no significant change in information availability (p = 0.13). The results show how useful a configurational approach can be for figuring out how people think about things that are hard to understand, and they give practical ideas for making public transportation better by making all its services better.