Table 6.

Service quality attributes.

Qualitative attributes	Assigned code to the perception data set	Average values of user perception ratings before COVID-19	Average values of user perception ratings after COVID-19
Buses are well maintained	a1	4.5	3.8
Seats are generally clean	a2	4.5	3.5
Seats are comfortable and sufficient leg room is provided	a3	5.2	5.1
Doors and windows are in proper working condition	a4	4.6	4.4
Vehicles are odor free and clean	a5	4.2	3.0
While standing sufficient distance is maintained from the fellow passengers	a6	3.5	3.2
Seats are available while travelling in the buses	a7	3.5	5.6
Staffs are well behaved	a8	4.5	5.5
Some reserved seats are provided for women and older people	a9	4.2	5.7
Very few breakdowns of the vehicles are experienced during journey	a10	5.5	5.6
Adequate travel speed is maintained	a11	4.2	4.4
Buses are punctual	a12	4.6	3.5
When you are travelling with the bus you know exactly when you reached your destination	a13	4.0	3.5
You know how much you have to wait for the bus in a particular bus stop	a14	4.5	3.7
Bus service is Consistent irrespective of the situation	a15	5.3	4.5
Bus fares are justifiable	a16	6.0	6.2
Bus fares are fixed for all the buses	a17	6.5	6.7
Bus service could be easily accessed from your location	a18	4.5	4.7
You feel safe while travelling through bus with respect to theft and other mishaps	a19	4.5	4.7
Buses run safely maintaining all the traffic rules	a20	6.5	6.4
Bus stops are safe and tidy	a21	4.6	4.5
Adequate time is provided for boarding and alighting	a22	4.7	5.5
Overall satisfaction		5.2	4.3