Service Quality Analysis of Intercity Bus Service of Pabna-Dhaka Highway

Abstract

In developing country like Bangladesh, service quality improvement in public transportation is essential. That is why; we need strategic planning & adopting a quality management system for improving it. From the bus passengers viewpoints the public bus performance evaluate here. This paper deals with the quality improvement of the public transport system with take into consideration of the principal variables that dominance the perceived quality by users. Investigate factors that are affecting passengers perceived bus performance through an Ordered Probit Model (OPM). Take advantage of the Ordered Probt Model, data is analysed based on 297 samples raised from visibility survey with bus passengers during service testing period in Pabna to Dhaka route. The results of the study indicate that 79.79% of the respondents were male; 39.70% were aged between 20-29 years, 45.10% respondent indicated level of service as good; 50.50% respondent indicated level of service as moderate; and only 1% respondent indicated level of service of transit bus as bad. The Model (OPM) represent the quality appraisement process founded on a group of predefined variables. These variables choice is essential since they are used to explain the selection process to be modeled. In addition, the results revealed that punctuality & reliability, Seat comfort, noise level, physical appearance, frequency of bus service, seat availability and female harassment have a significant relationship with passengers satisfaction because they have a P-value smaller than α = 0.10 as the significant level is at 10% and Z-value is greater than 1.64. Attempts to improve on service quality to influence passenger’s satisfaction should be directed at those variables. The administration of Pabna city will be benefited from this strategies result consist of useful information to ensure the sustainability of the public transport system.