• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.23 no.5
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• pp.199-221
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• 2024

Transportation jurisdictions are making efforts to enhance the public transportation environment by implementing changes to bus routes, aiming to encourage a transition from private cars to city buses and to promote the use of public transport. However, as living standards improve, citizens are increasingly emphasizing not only mobility but also satisfaction with facility usage. To further boost the city bus services, it is essential to improve user satisfaction by addressing practical conveniences and meeting user demands effectively. This study conducted a satisfaction survey on city bus services targeting Cheongju citizens to assess the current service provision. The survey results indicate that enhancing user satisfaction is crucial for promoting the use of city buses. To identify main factors for improvement from a service perspective, this study analyzed potential enhancement points for city bus service satisfaction using two modified IPA techniques based on the survey results. Attributes were categorized into four aspects according to satisfaction and implicit importance levels. The authors believe that these results can serve as foundational data to formulate service improvement strategies and determine priorities for service enhancements, with the goal of increasing public transportation usage rates.