Quantifications of service quality factors using the relative importance index method for passenger ferry service in Bangladesh

Abstract

Service Quality (SQ) of passenger ferries greatly influences passengers' travel experience. The purpose of this article is to identify the passenger ferry's SQ factors and evaluate them using the Relative Importance Index (RII) method. After a thorough review of the literature and passenger interviews, 28 distinct SQ elements are identified, categorised into six major groups, and depicted using the Ishikawa (fishbone) diagram. Different SQ factors are ranked according to their relative importance using the relative importance index method. According to the SQ, the groups and factors are prioritised. Based on the study’s findings, recommendations are made to enhance the passenger ferry's SQ. The factors and groups influencing the SQ (those in need of attention) are discussed.