Published Paper Details:

Services are intangible services that include one person (the service provider) providing an act, performance, or experience to another (the service consumer or customer). Services, unlike tangible things, cannot be handled, touched, or seen before purchasing. Typically, service is an intangible element that can be given through a contact between the service provider and the client or through the service provider's technical systems to the customer. Public transportation is an important component of urban and rural infrastructure. Service quality is an important feature of public transportation that has a direct impact on customer happiness and the overall performance of the system. The level of satisfaction is directly linked to the level of service quality. Passenger service quality is becoming increasingly important, attracting the attention of practitioners, academics, and researchers. Studying service quality in public transportation is a worthwhile task that entails investigating several areas of service delivery within the transportation system. The current study is a critical evaluation of previous studies on the quality of service in road public transit. The purpose of this study is to define the dimensions for evaluating service quality in public transportation, as well as to design a model for evaluating service quality.