Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation

In the current scenario of globalization, public transportation services (PTS) need to introspect sensitivitytowards the quality of services offered. In this context, this study examined the commuters’ perception onservice quality offered by the public transport services of twin cities of Hyderabad and Secunderabad, India. TheSERVQUAL scale is administered to measure the commuter’s perception on service quality. A survey wasconducted among the commuters who were regularly availing public transport services for travelling. A randomsample of 534 respondents were taken for data collection, among them 512 were finalized for final analysis. Thestudy concluded that the service quality delivery meets the perception of commuters. In general, people of twincities of Hyderabad and Secunderabad are benefited with the service quality delivery by public transport services.This paper brings out a service quality image which can be adopted by other cities whose population depends onpublic transportation services.