| dc.description.abstract | Bus as a means of transport plays a vital role in Dhaka City. For being the cheapest
means of transport, people rely heavily on bus service as most of the city dwellers are
middle class & lower-class people. Although people rely hugely on bus service but
they are not satisfied with the service provided. But still people have to use bus
service as they don't have any other option yet. So, considering the present and future
condition of bus service, it is very important to assess the existing bus service &
improve bus service quality. This study aims to investigate the key service factors
affecting bus service quality and explore overall passenger satisfaction on bus service
quality. For this study, one simple methodology was taken where to collect data by
questionnaire survey & analyze the data. For this study, an interview questionnaire
survey was done at 15 major locations of Dhaka City. The questionnaire included a
total of 46 service attributes. The questionnaire was well structured where people
were asked to give their opinion on different aspects of bus service quality. It also
included demographic data about the respondents. After scrutinizing, data having a
total of 956 respondents were taken for analysis. The overall passenger satisfaction on
bus service was unsatisfactory as 64% of total respondents rated the quality of service
as poor & very poor. The result from the study will be of great help to the service
providers as it will let them know where they do need modification to improve bus
service quality so they can retain current users of the service and attract further users
toward the service | en_US |
