Assessing Inland Waterway Service Quality Using SERVQUAL and IPA Analysis

Abstract

Inland Water Transport (IWT) is recognized as an energy-efficient and environmentally sustainable mode of transport with significant potential for promoting low-carbon mobility. However, despite Kerala’s extensive navigable waterways and policy emphasis on sustainable transport, the modal share of IWT remains limited, highlighting the need to evaluate its service quality. This study assesses the service performance of selected IWT routes in Kerala using a Weighted SERVQUAL framework combined with Importance–Performance Analysis. A total of 408 passenger responses were collected from four representative routes covering urban, semi-urban, and rural contexts. Service Subfactors influencing the performance were identified and performance evaluated across the routes. Study highlights the policy interventions needed to enhance ridership through IPA analysis. The study concludes with identifying and prioritizing the service Subfactors essential to improve passenger satisfaction and encourage a modal shift toward inland water transport in Kerala.