A structural equation modeling on assessing public transport service quality

Literature on public transport quality of service has determined several latent characteristics of transport services that would encourage more ridership. This research uses structural equations modeling (SEM) to measure customer satisfaction in public transport. The public transport service analyzed is the jeepney service being used by the students in the University of the Philippines Diliman campus. To calibrate the model, data collected from a survey addressed to a sample of UP Diliman students were used. Results suggests that vehicle attributes and network reliability and availability are the two latent constructs that has the greatest effect on the overall service quality. Result of this study will be beneficial for transport agencies and planners to identify the attributes that should be prioritized in improving public transport service