| Summary: | Passenger satisfaction was considered as one of the most significant and primary factors in any service and industry
field because of the direct relationship with passenger’s retention. According to recent study and estimates, the
market share of urban public transport for buses was 41.3%, taxis were 30.6%, and contract car like Grab, Uber was
28.1%. This study work concentrates on the in-Ho Chi Minh city - people satisfaction with the public transportation
system. A survey was set-up to explore the satisfaction for bus passengers. The results show that, most people living
in Ho Chi Minh city satisfy with the Service and Price factor but not satisfy with the Contact factor. The paper results
will help planners and decision makers to utilize this study findings aiming at not only focusing on the important
attributes but also finding the disadvantages in urban transportation to improving the service quality. Besides,
maintaining existing passengers and attracting new passengers, people satisfaction is the important rules to
evaluate the success in public transport. Moreover, the study results will orientate to develop the city more
sustainable through reduce in private cars.
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