Factors affecting passenger satisfaction levels: a case study of Andhra Pradesh State Road Transport Corporation (India)

The passenger bus services in the state of Andhra Pradesh in India are provided by the Andhra Pradesh State Road Transport Corporation (APSRTC), which is fully owned by the state government. The primary objective of the corporation is to provide an affordable, safe and reliable bus service connecting all the villages and towns in the state. When the service is provided by a state-run organization under monopolistic conditions, it is important to focus on the quality of service and satisfaction levels of the passengers. The satisfaction levels of the passengers depends on numerous factors such as fare, comfort, reliability of service, facilities provided inside the bus and at the bus terminals and bus stops, safety etc. The order of preference of these factors varies across different categories of passengers. The commuters who travel within a city would probably prefer reliability and punctuality over comfort of the journey. Similarly, fares could be more important to certain categories of passengers as compared to travel time. In order to identify various factors that influence different categories of passengers, this study collected data from about 6000 bus passengers in the state of Andhra Pradesh. (a) For the covering entry of this conference, please see ITRD abstract no. E215911.

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  • Publication Date: 2007-8


  • English

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  • Accession Number: 01095011
  • Record Type: Publication
  • Source Agency: ARRB
  • Files: ITRD, ATRI
  • Created Date: Apr 25 2008 8:21AM