Customers' perception on public transport and service standards in the case of island nation like the Maldives / Mohamed Nazim

Introduction to the study

This paper presents the research and analysis process showing that in transport system customers have a specific perception of service quality, as an indicator of transport system. Determining satisfactory level of service quality implies knowledge of travel demand and travel behaviour. There are a lot of elements that define the transport system quality. The goal of this paper is to identify the public transport systems service quality elements that should be primarily acted on, to increase the level of service quality from transport system users (public transport users and non- users) point of view, with minimal investment.
The paper describes a specifically defined research methodology for determining service quality elements that should be primarily acted on, from the transport system users point of view. Methodology involves the use of Importance Performance Analysis (IPA) which is upgraded with the state preferences analysis. Presented methodology, which is used to determine user perception of service quality, can be universal. This methodology can be applied in other cities, with additional research that must precede its use.

Keywords: Perception, Service standards, Public transport, Hulhumale, Maldives