Predicting And Analyzing Public Bus Service Quality In Dhaka City

Abstract

The role of public buses as a primary mode of transportation in Dhaka City is crucial. Due to its affordability, the majority of the city's inhabitants, who belong to the middle and lower classes, heavily rely on bus services. However, despite this heavy reliance, people are generally dissatisfied with the quality of bus services. Nonetheless, due to the lack of viable alternatives, they continue to use buses as their primary means of transportation. Given the current and future conditions of bus services, it is crucial to assess the existing service and strive for improvements in quality. This study aims to investigate the key factors that affect bus service quality and explore overall passenger satisfaction. A simple methodology was employed, involving a questionnaire survey to collect data for analysis. The survey was conducted at 15 major locations in Dhaka City, utilizing a well-structured questionnaire consisting of 46 service attributes. Participants were asked to provide their opinions on various aspects of public bus service quality, as well as demographic information. After careful scrutiny, a total of 926 respondents' data were considered for analysis. The study revealed that overall passenger satisfaction with bus services was unsatisfactory, with 64% of respondents rating the quality of service as poor or very poor. The results of this study will greatly assist service providers in identifying areas requiring modification to enhance bus service quality. By addressing these areas, they can improve user satisfaction, retain existing customers, and attract new users to the service.