Abstract
Continuous improvements of bus services ensure passengers’ well-being. Quality services amalgamated with low price are dominating factors to change passengers’ views in this aspect. With contentions to previous ideology, passengers’ choices stick to a particular bus service provider especially Starline Bus Services (Pvt.) Limited, Bangladesh in compare to other transport (bus) services available on the way of Feni to Chittagong. Hypotheses were set based on fact-finding relationships and justified through 411 sample responses both for loyalty and satisfaction in relation to key predictors like quality service, one stop service, waiting time, price, income, and brand belief and found very convincing roles of the same to develop impregnable brand loyalty of Starline. As a result, those predictors possibly opted to create supremacy in travel service in this region and even considerable factors in future for building loyalty toward passenger travelling services.
Highlights
Passenger travelling services of Bangladesh is historically facing challenges from its inception with the blame of non-consistency of services, but competition tries to keep standard
This study proposed and analyzed the quality service, income, and other key factors and found demanding for passengers’ satisfaction and loyalty
Few unprecedented and neglected factors like passenger’s lifestyle, competition, emergency, service accessibility, cleanliness, staff hospitality, and safe journey etc. were unable to materialize depending on the keen relevancy with Starline services
Summary
Passenger travelling services of Bangladesh is historically facing challenges from its inception with the blame of non-consistency of services, but competition tries to keep standard. From the scenario of transport operations, the general quality of services at all levels by all modes of Bangladesh have been found poor and unreliable succinct with safety & security issues As per the prior considerations, the present study is set for materialization of the absolute dispensations of Starline Bus Services, very regionally at Feni, Bangladesh. From the general state of affairs, the differences from the view point of service indicator characteristics between Starline and other service providers are not obvious to enjoy excessive performance/ flexibility of dominance what they are enjoying . The study tried to explore the reasons behind the passenger’s absolute preference toward Starline through incorporating key service indicator characteristics and to measure the effect of the same on satisfaction and loyalty
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