Analysis of the determinants of service quality in the multimodal public transport system of Bhopal city using structural equation modelling (SEM) and factor analysis

The service quality of multimodal public transport system plays a crucial role in maintaining the overall efficiency and sustainability of urban mobility and the seamless integration of transportation. This study evaluates the determinants of service quality in the multimodal public transport system of Bhopal, India, using Structural Equation Modeling (SEM), Factor Analysis, Subgroup Analysis, and Importance-Performance Analysis (IPA). A detailed survey of passengers identified six latent variables: reliability, comfort, safety, accessibility, information, and customer service. SEM analysis revealed significant positive relationships between all six factors and passenger satisfaction, with reliability (beta = 0.358, p < 0.001) and comfort having the strongest influence. Subgroup analysis showed variations in the importance of service quality factors among different age groups, genders, and usage frequencies. The IPA grid identified comfort and accessibility as priority areas for improvement. The findings highlight the importance of prioritizing these factors to enhance passenger satisfaction and promote sustainable urban mobility in developing countries. The study provides actionable insights for policymakers and transit authorities to effectively improve service quality and meet passengers' satisfaction in multimodal public transport systems.