Identifying Passengers Satisfaction in Transportation Quality: An Empirical Study in Bangladesh

Abstract

Customer satisfaction in transportation quality is a crucial aspect of the transportation industry. This study aims to identify the factors that impact passengers’ satisfaction with transportation quality. A total of 450 data were collected, and 416 were found valid for analysis. The convenience method was applied for collecting data. Various factors like Condition of the vehicle, Fare of the vehicle, Service of the Staff, Security, Schedule of the Vehicle, Number of the Vehicle, Services for the Women, Types of the Bus, and Passengers’ Satisfaction were simultaneously examined by utilizing the SEM approach. From the results, we found that the vehicle’s condition and the passengers’ security are the most significant factors that impact passengers’ satisfaction with transportation quality. Besides these, the fare of the vehicle, service of the staff impact on passengers’ satisfaction. The transportation owner’s, policy makers and government can utilize these findings to enhance the service quality of transportation. Future researchers could further extend this result and combine with other models and theories for upgrading the available structures for measuring passengers’ satisfaction nationwide.