Abstract

This study evaluates the service quality and customer satisfaction of Niazi Express, a leading transport company in Pakistan. The research uses the SERVQUAL model to examine key factors such as punctuality, cleanliness, pricing, and staff way of behaving that influence customer perceptions. A quantitative approach was adopted, collecting data from 200 passengers and 50 employees through structured surveys. Statistical analysis reveals that punctuality and staff conduct significantly impact customer loyalty, while issues like fare transparency and service inconsistencies remain concerns. Findings indicate that enhancing service quality can improve customer retention and competitiveness. The study recommends improvements in operational efficiency, employee training, and fare policies to align services with passenger expectations. By addressing these areas, Niazi Express can enhance overall customer satisfaction and strengthen its market position. Future research can expand this study by comparing different transport services or incorporating qualitative insights from customer interviews to better understand service quality dynamics.

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