Public Bus Transport Service Quality and Passenger Satisfaction: A Bibliometric Analysis (2000–2022)

The aim of this study is to identify and analyze previous works on the subject of public bus transport service quality and passenger satisfaction. Through a bibliometric analysis that was carried out using the software «VOSviewer» on the scientific database « Scopus», adopting the search keywords “Quality of service”, “Passengers satisfaction” and “Public bus transport”. 1411 documents related to the topic of service quality in public bus transport and passenger satisfaction in the period between 2000 and 2022 were reviewed and analyzed to acquire the status of current research in this field. VOSviewer was used for extracting valuable knowledge from the selected scientific papers and citation networks, co-citations and co-occurrences were visualized in order to clarify the research status on the topic in question. The results of the analysis indicate that there is a need for further research on the relationship that exists between service quality and passenger satisfaction with the public bus service. As well as the need to focus on the specific attributes that affect the overall passenger experience, in order to gain a more complete understanding and identify potential areas for improvement.