A Study of Passenger Satisfaction on Public Transport in Gudalur Town

Year : 2025 | Volume : 12 | Issue : 02 | Page : 17 21
    By

    Sunitha K.C,

  • S. Prakash,

  • R. Preethi,

  • R. John Haziel,

Abstract

This study aims to explore the factors influencing passenger satisfaction with the public transportation system in Gudalur Town, located in the Nilgiris district of Tamil Nadu. Public transportation is a critical service for the town’s residents, providing mobility for daily commutes, education, and access to essential services. The study employs a combination of surveys and interviews to assess commuter satisfaction across several key dimensions, including service reliability, affordability, comfort, safety, and accessibility. Data collected from a diverse group of passengers reveals that while the majority find public transportation affordable and accessible, concerns regarding overcrowding, punctuality, and vehicle maintenance persist. Passengers also expressed a need for improved cleanliness, better behaviour from the staff, and the introduction of modern amenities. Additionally, the study highlights the disparity in services between peak and off-peak hours, with many passengers reporting delays and longer waiting times during busy periods. The study concludes that while the current public transport system in Gudalur meets some of the basic needs of the population, significant improvements are needed to enhance the overall commuter experience. Recommendations for better management, infrastructure development, and service quality are provided to ensure the system can effectively serve the growing needs of the community. The findings from this study are expected to serve as a foundation for local policymakers and transportation authorities to prioritize changes that will improve the efficiency and satisfaction of public transport users in the region.

Keywords: Passenger satisfaction, public transportation, Gudalur, bus services, service reliability, affordability, comfort, safety, punctuality, Nilgiris district

[This article belongs to Trends in Transport Engineering and Applications ]

How to cite this article:
Sunitha K.C, S. Prakash, R. Preethi, R. John Haziel. A Study of Passenger Satisfaction on Public Transport in Gudalur Town. Trends in Transport Engineering and Applications. 2025; 12(02):17-21.
How to cite this URL:
Sunitha K.C, S. Prakash, R. Preethi, R. John Haziel. A Study of Passenger Satisfaction on Public Transport in Gudalur Town. Trends in Transport Engineering and Applications. 2025; 12(02):17-21. Available from: https://journals.stmjournals.com/ttea/article=2025/view=215429


References

1. Kumar R, Rajan P. Evaluating Passenger Satisfaction in Public Transport: A Case Study of Gudalur Town. Journal of Urban Mobility and Transport Studies. 2024; 12(2): 45–58.
2. Tamil Nadu State Transport Corporation (TNSTC). (2023). Annual Performance Report on Public Transport in Rural Tamil Nadu. [Online]. Government of Tamil Nadu. Retrieved from [TNSTC official website].
3. Suresh M, Priya K. Impact of Service Quality on Passenger Satisfaction in Small Town Public Transport Systems. Indian Journal of Transport Research. 2024; 18(1): 77–91.
4. Gudalur Municipality Transport Department. (2023). Public Transport Challenges and Development Strategies in Gudalur Town. Municipal Planning Report, Gudalur.
5. Ravi S, Meenakshi A. Affordability and Accessibility of Public Transport in Hilly Regions: A Study of Gudalur and Ooty. South Indian Journal of Regional Transport Studies. 2024; 10(3): 33–47.
6. Ministry of Road Transport & Highways, Government of India. (2023). State Transport Undertakings: Performance, Challenges, and Future Directions. [Online]. Government of India Report.
7. Vijay T, Karthik B. Public Transport Satisfaction in Semi-Urban Tamil Nadu: Factors Influencing Commuter Experience. Journal of Infrastructure and Transportation Development. 2023; 9(4): 102–117.
8. Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: A multiple- item scale for measuring consumer perceptions of service quality. J Retail. 1988; 64(1): 12–40.
9. Eboli L, Mazzulla G. Performance indicators for an objective measure of public transport service quality. Eur Transp. 2012;(51):1–21.
10. Tyrinopoulos Y, Antoniou C. Public transit user satisfaction: Variability and policy implications. Transp Policy. 2008;15(4):260–72. doi:10.1016/j.tranpol.2008.06.002.

Regular Issue Subscription Original Research
Volume 12
Issue 02
Received 27/04/2025
Accepted 30/04/2025
Published 04/05/2025
Publication Time 7 Days
127

Login


My IP

PlumX Metrics