ABSTRACT
Bus terminal infrastructure significantly facilitates passengers' experience and satisfaction with the intercity transportation process. The dimensions of service quality at intercity bus terminals are investigated in this study. The goal is to identify the indicators of service quality dimensions that are important for the provision of bus terminal infrastructure. A well-structured questionnaire was developed to collect data from 300 randomly selected respondents. The data were analysed using exploratory factor analysis. The study found that the service quality dimensions of responsiveness (prompt complaint handling), assurance (service trustworthiness), and reliability (adherence to schedule) significantly influence passenger perception of bus terminal infrastructure provision. The finding provides insight into improving bus terminal infrastructure to enhance passenger patronage and satisfaction with intercity travel. The finding implies the need to promote intelligent transport infrastructure provision with technological integration for digital operations that will enhance prompt complaint handling, service reliability, and adherence to schedule.
