“…Previous studies have examined the performance of mass transit businesses from the perspective of service quality using dimensions such as availability, accessibility, information, time, comfort, safety, and ecological impact (Enimola, Egwu & Nafiu, 2021;Mudenda & Guga, 2017;Chocholac et al 2020). Some other factors explored include comfort, cleanliness (Le-Klähn, Hall & Gerike 2014); line routing (Stopka, Čejka, Kampf, Bartuška, 2015); information about routes (Budiono, 2009); circulation of vehicles (Kampf, Zeman, Beneš, 2015); the overall condition of the vehicles and stops, security (Budiono, 2009); optimising timetables, the availability of space and seats (Le-Klähn, Hall et al, 2014); network coverage, the competence and behaviour of staff, and time efficiency (Guiver, Lumsdon & Weston, 2008). However, these findings have been mostly mixed and inconclusive, and the personal characteristics of commuters, which affect how commuters evaluate service quality, are rarely documented.…”