Comparison of Commuters' Satisfaction and Preferences with Public Transport: A Case of Wagon Service in Lahore

This study aims at making a comparison between different modes' users for satisfaction and preferences with public transportation by taking wagon service in Lahore as a case study. A questionnaire survey was conducted, and structural models were developed for satisfaction with wagon and preferences to use public transportation. Structural model of satisfaction shows that commuters' satisfaction has positive relationship with the improvement of symbolic and functional factors of wagon service. However, increase in cost and time factors tends to decrease satisfaction level. Similarly, symbolic and functional factors of service quality have positive influence on people’s preferences to use public transportation. The results of comparative structural modeling revealed that there is significant difference for standardized estimates of structural equations between different mode users. The models of public transport and motorcycle users have more resemblance with the base model of satisfaction which implies that perceptions of current public transport and potential users are adequate for evaluation of service quality of public transport modes. Moreover, it is found that variation exists between different modes' users for preferences to use public transportation. The findings would be helpful in improving the service quality of wagon service according to satisfaction and preferences of different modes' users.