The Service Quality of Public Transport in Luang Prabang Province, Lao PDR

This study investigates passengers’ satisfaction with public transportation services in Luang Prabang Province, Lao PDR. A total of 336 passengers from the southern and northern bus terminals participated in the study. Data were collected using structured questionnaires and analyzed using mean scores and standard deviations in SPSS.

The results indicate that passengers’ overall satisfaction with public transport services is very good across four key elements: Operational Processes, External Characteristics, Fare Rates, and Facilities. Among these, Operational Processes received the highest satisfaction score, followed by External Characteristics, Fare Rates, and Facilities. The findings suggest that passengers value efficient operations and professional service, while fare transparency and facility improvements remain important areas for enhancement. These insights provide guidance for policymakers and service providers aiming to improve service quality, passenger satisfaction, and ridership in Luang Prabang Province.