Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System

Abstract

Jeepneys are the most accessible and affordable public transportation in urban areas of the Philippines. The goal of this research was to explore passenger satisfaction with the overall service quality of a jeepney. A total of 600 jeepney passengers voluntarily answered an online questionnaire consisting of 59 questions. Different factors such as Passenger Expectation, Cleanliness and Comfort, Ambiance, Safety, Driver Behavior, Service Adequacy, Route Efficiency, Information Materials, Value for Money, Passenger Satisfaction, and Future Intentions were examined simultaneously by utilizing the structural equation modeling (SEM) approach. SEM indicated that safety was found to have the highest effect on passenger satisfaction, followed by the driver’s behavior, value for money, service adequacy, and information materials. This is the first complete study that explores passenger satisfaction with the overall service quality of jeepneys. The findings of this study can be utilized by the government and jeepney operators to enhance the overall service quality by focusing on safety and the behavior of drivers. This would result in increased passenger satisfaction and, consequently, a positive intention on using the mode of transportation.