The Determinants of Commuters Perception using Public Transport Services and its impact on Passenger Satisfaction at Hyderabad, Telangana, India

The public city transport is very important for all cities, mainly for all big cities and tourist centres. When inhabitants use public transport vehicles instead of the private cars the environment pollution is reduced and also the noise in the city is lower. Also tourists can appreciate cities and tourist centres with simple and customer friendly public transport. However, in order to keep and attract more passengers, public transport must have high service quality to satisfy and fulfill more wide range of different customer's needs. The purpose of the study is to examine the determinants measuring customers ’satisfaction, especially the impact of the factors on customers ’satisfaction with public transportation in Hyderabad. The data was gathered through structured questionnaire from the commuters of the public transport. A causal cross sectional survey was conducted among 325 random selected passengers using public transportation in Hyderabad. Descriptive and Inferential statistics were used for analysis of the data using SPSS version 22 and under Inferential statistics, multiple regression analysis was used to identify the relationships between factors influencing customer satisfaction and satisfaction of commuters. The results showed that Price has the highest impact on customer satisfaction, followed by Journey comfort, Services provided and Punctuality. Three other factors namely Minimal stoppage, Facilities availability and Station environment were found to be insignificant with customer satisfaction. It was recommended to make the services more affordable and satisfy the requirements of customers as well as to be competent and profitable for the enterprise, flexible and affordable fare rate system should be encouraged and implemented for all routes at different distances.