IMPACT OF PUBLIC URBAN AND SUBURBAN TRANSPORT QUALITY SERVICE CHARACTERISTICS ON PASSENGER SATISFACTION IN TUZLA CANTON
IMPACT OF PUBLIC URBAN AND SUBURBAN TRANSPORT QUALITY SERVICE CHARACTERISTICS ON PASSENGER SATISFACTION IN TUZLA CANTON

Summary/Abstract: Having in mind the growing influx of people into urban areas, the cities themselves are working harder to develop a transport strategy to make life in these areas sustainable. Public urban and suburban transport and its quality has become a significant factor in market competition. The subject matter of the research is the quality of public urban and suburban transport services as a determinant of user satisfaction in the area of Tuzla Canton in the Federation of Bosnia and Herzegovina. Data collection was performed on the basis of convenience sample, with 200 responses collected. Users of public urban and suburban transport services in this study were interviewed at bus stations in Tuzla Canton. By multiple simultaneous regression analysis, the main predictors that determine the level of passenger satisfaction in Tuzla Canton were defined. Therefore, the aim of the research is to examine the impact of the quality of transport services on the level of passenger satisfaction in Tuzla Canton. Based on the results of empirical research, five characteristics of the quality of public urban and suburban transport services statistically significantly determine the level of passenger satisfaction in Tuzla Canton, namely: comfort, reliability, safety, accessibility and passenger care, while the other three characteristics: availability, frequency and environment do not significantly determine passenger satisfaction. Overall, this study provides the methodology developed to assess passenger satisfaction with public transport for the respective area.

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