Evaluation of user’s perceptions regarding performance indicators of intercity bus terminals in Lahore, Pakistan

This study aims to evaluate the intercity bus terminals in metropolitan Lahore, Pakistan. In this regard eleven intercity bus terminals of Lahore (three government-owned & eight privately owned) were selected. Evaluation of performance indicators (PIs) for a sustainable design of intercity bus terminals was conducted with the help of different surveys. Six PIs on user perception were evaluated, i.e., safety and security, access, information, connection and reliability, environment and allied facilities. The bus terminals and PIs were also ranked according to user satisfaction. The results showed that the privately owned intercity bus terminals perform better and are more likely to be sustainable as compared with government-owned terminals. Likewise, the users indicated more satisfaction with the privately owned terminals. In addition, the users rated ‘safety and security’ as the most important among the six PIs. It is recommended to establish standards for sustainable design of intercity bus terminals using the six PIs as measures of performance.