A Holistic Assessment of Service Quality

This study investigates the impact of the Free Fare Public Transport (FFPT) scheme, specifically targeting women’s mobility, in three southern Indian states: Tamil Nadu, Karnataka, and Telangana. With the introduction of FFPT schemes, these states have become frontrunners in gender-responsive public transport policies, aiming to increase women’s access to education, employment, and other essential services. Despite the growing implementation of FFPT schemes, research on their impact, particularly in terms of gender equity, livelihood outcomes, and service quality, is still limited. This study seeks to fill this gap by conducting a comprehensive evaluation of FFPT schemes using a mixed-methods approach, combining qualitative and quantitative analysis to assess the scheme’s effectiveness.

The study’s first objective is to explore the perceptions of diverse stakeholders namely women beneficiaries, male co-passengers, conductors, drivers, and transport department officials through Focus Group Discussions (FGDs), analyzed using NVivo software. This qualitative data will provide in-depth insights into the experiences and challenges faced by users and service providers. The second objective is to evaluate the perceived service quality and satisfaction of beneficiaries with respect to the FFPT scheme, focusing on key dimensions such as reliability, safety, responsiveness, and empathy. For the quantitative analysis, Structural Equation Modeling (SEM) will be used to examine the relationships between perceived service quality and beneficiary satisfaction. Additionally, the study will employ the Difference-in Differences (DiD) technique to assess the causal impact of FFPT schemes on household livelihoods, comparing outcomes across the treatment states and control states.

This research is significant for policymakers and transport authorities. It offers evidence-based recommendations for enhancing the operational sustainability of FFPT schemes, improving service delivery, and increasing user satisfaction. This study will provide agenda for women-led development by illustrating how public mobility interventions, such as the Free Fare Public Transport (FFPT) scheme, can enhance women’s economic empowerment and social inclusion, thereby advancing gender-responsive governance and fostering a more inclusive and sustainable transportation ecosystem.