Stakeholder Perspective on The Quality of Public Bus Transport Services in Birmingham, United Kingdom

Public transportation comprises all transport facilities in which passengers do not use their personal means of transportation to travel. It includes shared taxis, mini buses, buses, and trains. Public transportation is of essence to passengers, due to the fact that it offers opportunity to move from one location to the other with ease. The survival of any business in today’s competitive world is highly dependent on its performance, which is further determined by the quality of services as delivered to the customer’s organization. Therefore, service quality and customer satisfaction become major issues for various service providers across all the sectors. Based on these, the aim of this study was to investigate the service quality attributes that influence passenger satisfaction of public bus transport services in Birmingham using five bus routes namely 6, 24, 27, x51, and 95. The study employed qualitative and quantitative research approach. Data used were derived from primary data source. Traffic count was conduct to get the population of the study and at the end questionnaire was administered to 334 respondents forming the sample size of the study. At the end, 91.3% (305) of the questionnaires were used to make judgment of the stated objectives. The data generated were analyzed using descriptive statistics, multiple regressions and correlation. The result indicates that all the factors considered in the study determined the service quality of the public bus transport. The study recommended that due to the high level of customer satisfaction observed in the study, national express operators should be encouraged for more improvement in order to enhance organizational performance and achieving competitive advantage.