Vol. 7, Issue 2, Part J (2025)

This study examines passengers’ satisfaction with the Karnataka State Road Transport Corporation (KSRTC), focusing on key aspects such as Financial Performance, Physical Performance, Service Performance, Quality of Service, and Operational Performance, along with the influence of demographic factors. Recognizing the crucial role of public transportation in promoting social equity and economic mobility, the research evaluates important factors affecting passenger satisfaction and analyzes their relationship to passenger characteristics. Data were collected through a structured questionnaire administered to 332 KSRTC passengers across Karnataka. The questionnaire gathered demographic information and satisfaction levels regarding four dependent variables and the impact of schemes. Statistical tools like descriptive analysis, correlation, and regression were employed to explore the relationships between perceived satisfaction and various factors, with SPSS used for data analysis. The results indicate that quality of service, operational reliability, and staff behavior are the primary drivers of passenger satisfaction. Significant differences in satisfaction were observed across demographic groups, especially by age and gender. Furthermore, higher travel frequency is associated with increased satisfaction. These findings provide practical insights for KSRTC management and policymakers to improve services, meet passenger needs, and optimize resource allocation. The study also establishes a foundation for performance monitoring and strategic improvements in Karnataka’s public transportation system. Overall, this research offers a valuable contribution by evaluating recent passenger satisfaction in the context of new transport policies, addressing gaps in the regional transit service literature in Karnataka.