Quality Expectations of Transport Services and Willingness to Pay: Case of KSRTC

Road transport brings about greater mobility in the country. Data was collected from commuters and opinion makers in seven districts of Karnataka, to understand their perceptions about the quality of transport services. The attributes considered are: comfort and convenience, schedule and operations, crew behavior, cost and other aspects. This paper deals with the differences in expectations in the level of quality of service of different categories of commuters based on the various demographic characteristics. The findings of the study are expected to help the transport operators in designing specific services with sharper focus on different commuter categories.