UNRAVELING PASSENGER SATISFACTION IN THE ROAD TRANSPORT INDUSTRY THROUGH A DELPHI TECHNIQUE APPROACH

Аннотация

Passenger satisfaction is a critical determinant of success in the road transport industry, influencing both customer loyalty and operational efficiency. This study employs the Delphi Technique to systematically investigate the factors affecting passenger satisfaction. By engaging a panel of experts through multiple rounds of questionnaires, consensus was reached on key determinants, including service quality, safety, convenience, and customer service. The findings provide a comprehensive understanding of passenger expectations and priorities, offering valuable insights for transport operators aiming to enhance their service offerings. This research highlights the utility of the Delphi Technique in eliciting expert opinions and developing actionable strategies to improve passenger satisfaction in the road transport sector.