Thesis (B.S.) -- Cagayan State University, 2025.

This study assessed user satisfaction and facility service performance in selected bus terminals in Tuguegarao City, where bus transport plays a vital role in intercity and regional mobility. A mixed-method approach was employed using a descriptive cross-sectional research design that integrated passenger perception analysis and Queueing theory. Data were collected through structured survey questionnaires to measure passenger satisfaction and perceived importance of terminal services, supplemented by on-site observations for ticketing queue data. Importance-Performance Analysis (IPA) and Pearson’s r correlation were applied to identify service gaps and examine the relationship between importance and performance ratings. In addition, the M/M/1 queueing model was utilized to evaluate arrival rates, service rates, queue lengths, waiting times, and system stability. Results indicated that passengers were generally satisfied with terminal cleanliness, safety, information provision, accessibility, and operational efficiency. IPA results showed that most service attributes were positioned in the high-importance—high-performance quadrant, while comfort and amenities required priority improvement in one terminal. Pearson’s correlation revealed a statistically significant positive relationship between perceived importance and performance. Queueing analysis identified unstable system conditions during peak hours when arrival rates exceeded service capacity, resulting in increased waiting times and congestion. The findings highlight the value of integrating service quality assessment with queueing analysis to support data-driven improvements in bus terminal operations and passenger experience.

Keywords: User Satisfaction, Importance-Performance Analysis, M/M/1 Queueing Model, public transportation