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Ph.D.
(Management)
AN IN-DEPTH STUDY OF PASSENGER SATISFACTION
OF BRTS IN GUJARAT STATE

Ph.D. Scholar : Kadia Vaibhav Dineshbhai
Research Supervisor : Dr. Hiren J. Patel

Regi. No.: 15146031002
Abstract :
The objective of this study is to find factors affecting Passenger Satisfaction for the three
cities of Gujarat State namely, Ahmedabad, Rajkot, and Surat. Another objective of the
study is to understand the growth of these three BRTSs and compare their passenger
satisfaction. After going for a detailed literature review, the researcher selected four
variables - service quality, network design, station amenities, and price fairness to
measure passenger satisfaction. Data was collected through filling up questionnaires
from passengers traveling through BRTS in three cities of Gujarat. In this study,
convenience sampling was used for the selection of respondents having an age of more
than 18 years. Data was collected from 1066 respondents which included 430 from
Ahmedabad, 282 from Rajkot, compare dissolution, and 354 from Surat. In the study,
exploratory and Descriptive research is used as a drive of the study to find and analyze
the data.
The structural Equation Model is used to test the hypothesis. Out of the four variables
studied, service quality and price fairness affect passenger satisfaction in Gujarat, while
network design and station amenities are not able to affect passenger satisfaction in
Gujarat. By Post hoc test, it was concluded that there is no significant difference between
passenger satisfaction between Ahmedabad Passengers and Surat Passengers. But
there is a significant difference between passenger satisfaction between Rajkot
Passengers & Ahmedabad Passengers as well as between Rajkot Passengers & Surat
Passengers.
Key words: BRTS, Comfort, Network Design, Passenger Satisfaction, Personnel, Price
Fairness, Public Transport, Reliability, Service Quality, Station Amenities, Structural
Equation Modelling, Tangible,

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