Title of the Paper:Measuring Service Quality of Public Transport Operator in Pune City, Maharashtra India Uses the Critical Incident Technique

This study explores the service quality of public Transporters from user's viewpoints using different techniques such as, the critical incident technique (critical incident technique), e-mail inquiries, and unstructured interviews. The researcher recruited 48 participants, 24 female and 24 male who are the frequent public Transport users. Different participants were asked to report positive and negative incidents or situations in relation to the services provided by their public Transporters mainly considering geographical area of Pune city of Maharashtra, India. This study utilized the conceptual themes of SERVQUAL, a model that has been used by many service industries for evaluating their public services. Data were collected and analyzed from e-mail inquiries and unstructured interviews. Results. Findings revealed that the positive incidents were slightly higher than the negative events. Also women transport users had more positive experiences than men. Further investigations of this study are provided. This study revealed that even though the participants reside in different areas, their positive and negative incidents reveal similar situations. Further research would be expanded to a larger study population and/or compare other public Public transport users outside the Pune. Another possibility could be could be looking the size of the Public transporters and their serving population.