Service Quality Assessment of Electric Buses: A PLS-SEM Approach

Kathmandu is facing escalating challenges related to congestion, air pollution and energy consumption due to increase in demand for personalized transportation. Efforts are being made to strengthen the public transport system in Kathmandu and much imitative is introduction of electric vehicles. Development of these buses is expected to augment public transport capacity, create clean environment, and modernize the transportation system. In this context, a study has been undertaken to determine which aspects of service quality are important and to what extent the rider's overall satisfaction with the electric bus can be achieved with these aspects of service quality. Partial least square structural equation modeling (PLS-SEM) integrated with the necessary condition analysis is used to analyze the service quality and overall satisfaction of riders. 388 data were collected using the customer satisfaction questionnaire, which captured satisfaction ratings of service quality attributes, socio-demographic characteristics, and trip characteristics. After the analysis, among the latent construct of service quality it was observed that riders ‘overall satisfaction with electric buses is highly influenced by latent constructs comfort followed by security, availability, and time & reliability. Between latent construct of personal attitude, riders’ overall satisfaction is mostly affected by involvement than that of perceived value. Improving these latent constructs can boost the rider’s overall satisfaction. This study will assist electric bus operators and researchers in identifying key attributes for improving service quality and attracting more riders to public buses. Additionally, it will provide public authorities, policymakers, and researchers with essential insights into making electric buses, a sustainable and low-emission public transport option, more appealing.