Problem Statement

According to Noor et al. (2014), the studies have emphasized that the comfort,
reliability, accessibility, information and safety are some factors affecting on the
effectiveness of public transport sector. In the Sri Lankan context, Sadeesha et al.
(2019) have highlighted five aspects in bus terminals such as information facility,
safety and security, infrastructure, accessibility and amenities that critically affect on
the passenger satisfaction. Furthermore it has highlighted that the passenger
satisfaction on public transport facilities in Sri Lanka is often considered as critically
low in quality.

Cleanliness in the Sri Lankan bus terminals can be identified as one of aspects that is
concerned in different perspectives under various age groups (Gayani & Djoen,
2014). But lack of cleaning with unpleasant environment of supportive infrastructure
in the bus terminals have created negative image about the comfort and quality to the
passengers during the waiting (Karunarathne, 2014). Apart from that, the differently-
abled accessibility and facilities in public transport or transport terminals, are
insufficient and available amenities also not in well manner (Amal, Tissa, Janaka &
Pradeepa, 2010). Also, unavailability or faulty facility infrastructure allocated for
aged or disabled persons can feel insecure attitude on the public transportation (Noor
et al., 2014).

Under aforementioned poor conditions, the studies of Sadeesha et al. (2019) revealed
that 92% of participants in a survey, were not satisfied because the existing facilities
are not up to standards in the bus terminal in Colombo. Moreover seating facilities
bus time tables and public information, lightings, help desk points, accessibility of
getting on busses parking area, telephone facilities, vending facilities, etc. are major
concerns that need to be improved for better passenger satisfaction (Karunarathne,
2014; Sadeesha et al., 2019).

In such scenario, the progress report of Ministry of Transport & Civil Aviation
(2019) emphasize that the statistics show a rapid increase of individual vehicles up to
2019 in Sri Lanka and the reason for that can be mentioned as the poor quality in
public passenger transportation. Moreover, Steg & Gifford (as cited in Noor et al.,
2014) have discussed in the research regarding the destructive area for social,
economic and environment aspects when migrating people from public transportation
to private transportation.

To overcome that arising issue, National Transport Commission has carried out a
project to construct and renovate the bus terminals for the convenience of passengers
and bus operators in general (Ministry of Transport & Civil Aviation, 2019).
However, Amal et al. (2010) in their report mentioned that some of newly
constructed bus terminals in Sri Lanka have some problems through poor building
designs which affect the terminal facilities and lack of cleaning and maintenance
aspects in the operation stage. To support that opinion, Asitha (2016) highlighted in
the presentation that the basic requirements such as washrooms and sanitary facilities
in bus terminals are not in usable status because of the lack of housekeeping and
maintenance.

This implies that there is a necessity in maintaining facilities in bus terminals to

enhance the passenger satisfaction on public transport in Sri Lanka context.
Furthermore the study of Karunarathne (2014), Seating facilities, shelters with
acceptable level, information signings, telephone facilities, vending facilities, etc. are
some the amenities to be well established and maintained in bus terminals.

SEVANATHA – Urban Resource Center (2002) What Senior Citizens say about
Bus Shelters

We can’t stand and wait for a long time for a bus so we need a place to sit. But there
are no proper bus shelters. The available bus shelters were not properly maintained.
They also do not have roofs and seats.

Bus shelters are often occupied by beggars, drug addicts, and are made dirty.

Bus shelters do not provide any Traveler information

They seem to be not maintained by anyone