The Inuence of Critical Factors of Service Quality and Customer Satisfaction on Inter-City Bus Transport in Pakistan

Abstract

The purpose of this research is to investigate the inuence of critical success factors of Service Quality on
Intercity Bus Transport Industry and to identify the current barriers to good service quality in the intercity bus
transport industry. It focuses on the measurement of service quality and communication. In this research, the
literature survey dened the service quality “gap” in this industry, identied the role of effective
communication in the service delivery system, measured the variables affecting current service delivery and
prioritized the importance of the factors inuencing service delivery in this industry. The empirical data was
collected using a self-administered questionnaire that was distributed among different bus terminals of
different companies Daewoo, Niazi express, Bilal travels, Skyways and Faisal movers located in Islamabad,
Rawalpindi and Sargodha district.500 questionnaires distributed, 396 questionnaires were received, 4
questionnaire were not properly lled, data analysis was done on 396 questionnaire and yielding a response
rate of 79.2 percent. Data was analyzed by using SPSS relative importance Cronbach's alpha, and AMOS
Structure Equation Modeling. The results of this research pointed to the importance of external
communication in the industry. Specic recommendations are made to improve the productivity, reduce
vacancy rate and maximize the benets to this industry in future.