DKV_SERVQUAL_responses_2022

This dataset contains the raw survey responses used to validate the SERVQUAL model in the context of the public transport system in Debrecen, Hungary (DKV Debreceni Közlekedési Zrt.). The data collection was conducted in 2022 via an online questionnaire involving 213 regular passengers of the city's integrated bus, tram, and trolleybus network.The dataset includes: * Expectation (E) and Perception (P) scores: 24 service quality items measured on a 5-point Likert scale (1 = not at all important/poor; 5 = extremely important/excellent). * Five Quality Dimensions: Items are categorized into Reliability (digital solutions), Assurance (system reliability), Tangibles (physical environment), Empathy (accessibility), and Responsiveness (staff interaction). * Demographic data: Basic passenger usage patterns and transport mode preferences