Effects on Service Quality Following Regulatory Reforms in Public Transport in Malta

This paper presents the results of a qualitative study on bus and car users in order to analyse the effects of a major reform in the public transport system on service quality. The case study of Malta is used following the decision by the Government to implement a major reform which saw the islands’ monopolistic regime being replaced by competitive tendering. In this process Government introduced new service level requirements and obligations on the new operator, which started operations in July 2011. The study uses mixed methods to collect information about perceived quality of public transport services from non and infrequent bus users using a structured approach and perception of service quality from bus users using an exploratory approach. In both cases there are signs of improved service quality following the reform, however much needs to be done in areas related to punctuality, frequency, waiting time and trip duration. Through this study bus users were also able to identify the key factors of service quality. This study is intended to help operators to understand better the factors affecting bus use, the perception of bus service performance over a period of time and the need for necessary actions to support existing customers and attract new ones. This study highlights the importance of understanding the expectations of service level and the need for policies and measures that are mostly going to motivate those willing to change and reduce their use of the car.