Understanding the user perception of value-added services in long distance super luxury and luxury buses in Sri Lanka

Abstract

Value-adding services in a public transportation play a crucial role in enhancing customer/passenger satisfaction, especially in long-distance bus transportation. There is a lack of studies addressing value-added services and their role in long-distance buses in the Sri Lankan context. Therefore, this study focusses on understanding the value-added services provided in the long-distance buses in selected corridors in Sri Lanka, users’ perception of value-added services in long-distance buses and the relationship between users’ convenience level & value-added services in super luxury and luxury buses in the selected corridors. This study was developed based on passengers’ responses to an online questionnaire focusing on four different corridors. The responses were analysed using descriptive statistics & factor analysis through the data analysis software SPSS. Fourteen different value-added services and 12 variables impacting user satisfaction were identified concerning the value-added services and Exploratory Factor Analysis was used to identify the relevant latent variables/factors.