| Factors | symbol of attributes | Statements |
| Tangibility | T1 | The bus stand is attractive. |
| T2 | Bus service providers have up-to-date technology. | |
| T3 | The bus stand has sufficient resources as well as capacity. | |
| T4 | Bus service providers have a professional appearance. | |
| T5 | The bus staffs are smart and wear neat and clean dresses. | |
| Reliability | R1 | The bus always arrives at the destination within a convenient time. |
| R2 | The bus breaks down on the road unnecessarily and wastes time | |
| R3 | The prevailing ticket booking system is convenient for passengers. | |
| R4 | Staffs always meet the passengers’ requirements right the first time. | |
| R5 | Bus service providers insist on error-free service. | |
| Responsiveness | RP1 | Bus staffs always inform passengers of the exact timetable and fees. |
| RP2 | Bus service providers provide timely and efficient service. | |
| RP3 | Good communication always exists between passengers and staff. | |
| RP4 | Bus staffs are always willing to co-operate passengers. | |
| RP5 | Bus service providers are always ready to respond to requests. | |
| Assurance | A1 | Passengers feel safe in dealing with transactions at the ticket counters. |
| A2 | Passengers feel secure when dealing with transactions with staff. | |
| A3 | Bus staffs are always polite. | |
| A4 | Bus staffs have enough knowledge about their jobs. | |
| A5 | Bus staffs inspire passengers to develop their confidence. | |
| Empathy | E1 | Staffs always concentrate on the best interests of their passengers. |
| E2 | Service hours are convenient to the bus passengers. | |
| E3 | Passengers get information about bus services easily. | |
| E4 | Bus passengers find and access the bus stand easily. | |
| E5 | Bus staffs always give individual attention to each passenger. |