Psychological analysis of intercity bus passenger satisfaction using Q methodology

Abstract There is a significant decline in the number of intercity bus users in developing countries that makes company owners and service providers very concerned. Intercity bus service quality (BSQ) is significantly contributed to passenger satisfaction. Identification and improvement of the main criteria influencing the level of satisfaction are important to attract more passengers to public transport systems. In this regard, this paper aims to employ a Q-methodology to psychologically analyze the viewpoints of intercity bus passengers regarding the provided intercity BSQ. For this purpose, twenty-nine intercity bus users were surveyed based on the thirty-five statements. Finally, four distinct perspectives were derived that reflect the intercity bus passengers’ expectations. Perspectives A and B focused significantly on travel safety, travel time and terminal accessibility while perspectives C and D focused more on travel comfort. The findings also demonstrated that intercity bus passengers were less sensitive to staff behavior.