Passenger customer satisfaction survey and analysis for Colombo local bus system by using impacts score and linear regression method | |
| Author | Theepachelvam, Krishanth |
| Call Number | AIT Caps. Proj. no.CIE-18-55 |
| Subject(s) | Consumer satisfaction--Sri Lanka--Colombo Local transit--Sri Lanka--Colombo Customer services--Quality control |
| Note | A capstone project report submitted in partial fulfillment of the requirements for the degree of Bachelor of Science in Engineering Civil and Infrastructure Engineering |
| Publisher | Asian Institute of Technology |
| Series Statement | Caps. Proj. ; no. CIE-18-55 |
| Abstract | The main aim of the study in this context is probing the satisfaction level of the passengers of the bus service run by the state and to ascertain the factors playing crucial role in an individual's satisfactory level. In fact, this transportation service is widely operated in the country to cater to the general public by Sri Lanka Transport Board. However certain features of the service available are not in line with the traditional expectations as the name suggests. This study is undertaken in order to find out if the services are up to the level of customer satisfaction. Survey questionnaire was the main means of obtaining data from the passengers and was tested by employing impact score technique and linear regression method. Both these tested the varying degrees of satisfaction based on the rate of bus fare, various socio- cultural and other features of travel to examine their impact in this context. It is also highly recommended to venture on an in-depth study to overcome likely setbacks due to low quality service attributes and suggesting the strategic investment to meet the expectations of the customers. On the other hand, it is imperative to enhance terminal facilities in order to increase feeders and facilitate the with more steps enroute. |
| Year | 2018 |
| Corresponding Series Added Entry | Asian Institute of Technology. Caps. Proj. ; no. CIE-18-55 |
| Type | Capstone Project |
| School | School of Engineering and Technology (SET) |
| Department | Department of Civil and Infrastucture Engineering (DCIE) |
| Academic Program/FoS | Civil and Infrastructure Engineering (CIE) |
| Chairperson(s) | Ampol Karoonsoontawong ;Kunnawee Kanitpong (Co-Chairperson); |
| Examination Committee(s) | Surachet Pravinvongvuth; |
| Degree | Capstone Project (B.Sc.)-Asian Institute of Technology, 2018 |