Assessment Bus Service Quality Across Multiple Locations in Dhaka City Through Questionnaire Surveys.

Abstract

In Dhaka City, public buses play a vital role as the main form of transportation. Most of the city's residents, who are primarily from the middle and lower classes, rely largely on bus services because they are reasonably priced. People are generally unsatisfied with the quality of bus services, despite this strong reliance. Nevertheless, people still primarily utilize buses for transportation because there aren't any good alternatives. It is imperative to evaluate the current service and work toward raising its quality given the circumstances surrounding bus services both now and in the future. Overall passenger satisfaction will be analyzed, and important factors impacting the standard of bus service will be investigated. Using a simple methodology, a questionnaire survey was utilized to gather data for analysis. An organized questionnaire with 29 service attributes was used for the survey, which was conducted at nine key Dhaka City locations. Participants' opinions on various issues relating to bus service quality were solicited in addition to demographic information. Data pertaining to 152 respondents were analyzed after a comprehensive review. According to the report, 54% of respondents thought the quality of the service was low or very poor, indicating that overall passenger satisfaction with bus services was inadequate. The study's findings will be very helpful to service providers in determining what has to be changed in order to improve the quality of bus service. They can increase user satisfaction, draw in new users, and keep hold of current ones by taking care of these issues.