| dc.description.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. | en_US |
