Track: Undergraduate Student Paper Competition

Abstract

In the Philippines, the daily commute of Filipinos has always been a challenge, even before the pandemic. The Covid-19 pandemic has substantially impacted the public transportation sector and made commuting even more challenging. The Quezon City Bus Service or QCity Bus Service is one of the initiatives developed by the Quezon City government to overcome the challenges brought about by the pandemic by providing free bus rides. The study aims to identify factors that influence passengers’ satisfaction and determine how physical and perceived attributes impact passenger satisfaction to present relevant findings and recommendations that can help construct a more effective and strategic administration of free public transportation services. The physical factors considered in this study were reliability, frequency, speed, accessibility, information provision, ease of transfers/interchanges, and vehicle condition. Comfort, safety, convenience, and aesthetics were the perceived attributes used in this study. A total of one hundred fifty (150) respondents were taken from commuters who avail of the QCity Bus Service. The questionnaire was categorized into two parts: socio-demographic information and satisfaction rating. The researchers used a 5-point Likert scale to evaluate and quantify the passengers’ satisfaction with the physical and perceived attributes and overall satisfaction with the QCity Bus Service. Descriptive statistics, correlation, and multiple regression analysis will be used to analyze data. The research aims to test the claim that physical attributes have a significant relationship with passenger satisfaction and that perceived attributes have a significant relationship with passenger satisfaction at α = 0.05 level of significance.