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Incorporating passenger perspectives on the quality of ground public transport is paramount for enhancing urban mobility. This study champions the idea of making service quality perception the linchpin of urban transport policy formulation, thereby underscoring a user-centric methodology for cultivating sustainable transportation habits. By integrating passenger feedback, cities can effectively bolster user loyalty and entice new riders to embrace public transport. The research based on the importance of evaluating quality indicators within multimodal systems, which is essential for deciphering the spectrum of passenger sentiments. For urban transport to truly cater to citizen expectations, it is imperative to harmonize city authority ambitions, operator capabilities, and public desires, thereby creating sustainable urban ecosystems. At the heart of this approach lies a holistic planning system that encompasses operator-provided quality, regulator-set target quality, perceived quality, and desired quality. The study places emphasis on formalized assessment processes, acknowledging that passengers make rational choices, gravitating towards the most advantageous travel options. Integrating perceived quality indicators is invaluable for fostering informed management decision-making, which benefits both city administrations in strategic planning and transport companies in route and service optimization. Therefore, a comprehensive, user-centered quality assessment mechanism is pivotal for enhancing efficiency and satisfaction in urban transport, ultimately fostering a more sustainable and user-friendly urban environment.