Customer satisfaction analysis of the luxury long distance bus service in Sri Lankaaction analysis of the luxury long distance bus service in Sri Lanka | |
| Author | Rambukwella, D. M. W. Kanishka Kasundharani Umayangana Kumarihami |
| Call Number | AIT Caps. Proj. no.CIE-14-42 |
| Subject(s) | Consumer satisfaction--Sri Lanka Bus lines--Sri Lanka |
| Note | A capstone project report submitted in partial fulfillment of the requirements for the degree of Bachelor of Science in Engineering in Civil and Infrastructure Engineering |
| Publisher | Asian Institute of Technology |
| Abstract | This study mainly aims at examining the satisfaction levels of the users of the recently implemented luxury long distance bus service in Sri Lanka and what factors play a vital role in a person’s perception of satisfaction. This service was introduced to the public by the Ceylon Transport Board (CTB) as way of improving the current poor public bus service in the country. As its name suggests, some service attributes and practices instigated by this system is uncustomary in Sri Lanka therefore the fare price of this service is about 3 times higher than that of the usual public bus fare. There is a general belief among the public that the fare charged is unfair. Therefore this study was performed in order to investigate whether the price charged for the services can be justified depending on customer satisfaction. Hypothesis were developed using the related literature which were tested in the analysis to examine similarities between this study and previous studies. Data was collected through a survey questionnaire among the passengers and was tested using the statistical methods; independent t-test, one-way ANOVA with Post Hoc test and Pearson correlation analysis. These methods examined the difference in satisfaction with regard to price perception, different socio demographics and travel characteristics to investigate their effect on an individual’s satisfaction. It was concluded that most of the hypothetical relationships especially those that are related to gender were true for this surveyed group. Female satisfaction was more compared to males, especially where comfort and security was concerned whereas the males satisfaction could be improved by improving the time related attributes of service. The too pricy are perception group showed a lower satisfaction compared to the fair fare perception group. During the analysis it was identified that this difference in was mostly influenced by the passenger’s previous modes of travel. By the means of an individual quality gap and by looking the general overall satisfaction of the attributes it can be concluded that a fair service is provided to the public for the price charged for the services. The attributes of low satisfaction included mostly terminal related attributes. In order to improve the quality of these attributes an importance study is recommended to be carried out to see how viable an investment on these attributes would affect he overall satisfaction of the service user. Other methods to improve terminal attributes would be to provide feeders to the terminal and increase number of stops along the normal road to increase satisfaction regarding terminal accessibility. |
| Year | 2014 |
| Type | Capstone Project |
| School | School of Engineering and Technology (SET) |
| Department | Department of Civil and Infrastucture Engineering (DCIE) |
| Academic Program/FoS | Civil and Infrastructure Engineering (CIE) |
| Chairperson(s) | Santoso, Djoen San; |
| Examination Committee(s) | Kunnawee Kanitpong; |
| Degree | Capstone Project (B.Sc.)-Asian Institute of Technology, 2014 |