Identifying Passengers Satisfaction in Transportation Quality: An Empirical Study in Bangladesh

Authors

  • Mohammad Rakibul Islam Bhuiyan Lecturer, Department of Management Information Systems, Begum Rokeya University, Rangpur. Author
  • Md. Tariqul Islam Assistant Professor, Department of Management Studies, Patuakhali Science and Technology University. Author
  • S. M. Ashraful Alam Lecturer, Department of Management Information Systems, Begum Rokeya University, Rangpur. Author
  • Nazmus Sakib Sumon Data Analyst, Department of Auxiliary Services, The University of Georgia, Athens, 30605, Georgia, United States of America. Author

DOI:

https://doi.org/10.56567/pmis.v2i1.10

Keywords:

Transportation, Quality, Structural Equation Model (SEM), Passengers’ Satisfaction, Bangladesh

Abstract

Customer satisfaction in transportation quality is a crucial aspect of the transportation industry. This study aims to identify the factors that impact passengers’ satisfaction with transportation quality. A total of 450 data were collected, and 416 were found valid for analysis. The convenience method was applied for collecting data. Various factors like Condition of the vehicle, Fare of the vehicle, Service of the Staff, Security, Schedule of the Vehicle, Number of the Vehicle, Services for the Women, Types of the Bus, and Passengers’ Satisfaction were simultaneously examined by utilizing the SEM approach. From the results, we found that the vehicle’s condition and the passengers’ security are the most significant factors that impact passengers’ satisfaction with transportation quality. Besides these, the fare of the vehicle, service of the staff impact on passengers’ satisfaction. The transportation owner’s, policy makers and government can utilize these findings to enhance the service quality of transportation. Future researchers could further extend this result and combine with other models and theories for upgrading the available structures for measuring passengers’ satisfaction nationwide. Keywords: Transportation, Quality, Structural Equation Model (SEM), Passengers’ Satisfaction, Bangladesh

Author Biographies

  • Mohammad Rakibul Islam Bhuiyan, Lecturer, Department of Management Information Systems, Begum Rokeya University, Rangpur.

    Mohammad Rakibul Islam Bhuiyan completed his BBA and MBA from the University of Dhaka in Management Information Systems Department in 2016 and 2017 respectively. At present, he is rendering his service as a lecturer at Begum Rokeya University, Rangpur in Management Information Systems department since December 2021. Furthermore, he is working as an Assistant Provost at Shaed Mokter Elahi Hall in Begum Rokeya University, Rangpur. He was working as Lecturer at Khaja Yunus Ali University in Sirajgonj for 1.5 years. He also worked as a research assistant, project research associate, teaching assistant and has many notable contributions in different research aspects. His research interest topic is including Digital Economy, Cashless Society, SME, Internet Addiction, E-wallet, Transport Quality and so on.

  • Md. Tariqul Islam, Assistant Professor, Department of Management Studies, Patuakhali Science and Technology University.

    Mr. Md. Tariqul Islam has received BBA and MBA major in Management Information Systems (MIS) from University of Dhaka, Bangladesh in 2012 and 2013 respectively. Currently, he is an Assistant Professor, Department of Management Studies, Faculty of Business Administration, Patuakhali Science and Technology University, Dumki, Patuakhali, Bangladesh since December 2018 where he was a Lecturer before that. Before, he joined in Patuakhali Science and Technology University he was also a Lecturer in BGMEA University of Fashion and Technology, Uttara, Dhaka, Bangladesh. His major research interests are in the fields of technology adoption, digital economy, e-business and so on. Mr. Islam has published about 12 peer reviewed articles and conference papers.

  • S. M. Ashraful Alam, Lecturer, Department of Management Information Systems, Begum Rokeya University, Rangpur.

    S. M. Ashraful Alam received his BBA and MBA degrees from the Department of Management Information Systems, Faculty of Business Studies from the University of Dhaka, Bangladesh, in 2013 and 2014, respectively. He has been working as a lecturer in the Department of Management Information Systems, Faculty of Business Studies, Begum Rokeya University, Rangpur, Bangladesh, since December 2021. His major research interest is in the fields of technology adaption, fintech, digital economy, green tech, and e-health.

  • Nazmus Sakib Sumon, Data Analyst, Department of Auxiliary Services, The University of Georgia, Athens, 30605, Georgia, United States of America.

    Nazmus Sakib Sumon received his undergraduate degree in Management Information Systems in 2018 from The University of Dhaka. Then he completed an MBA in Information Systems in 2020 from The University of Toledo at Ohio, USA. Now he is working as a Data Analyst at the University of Georgia. Besides that, he is also pursuing MS in Analytics from Georgia Institute of Technology (online medium). His research interest is in the area of data analysis and predictive analysis.

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Published

2023-12-31

Issue

Vol. 2 No. 1 (2023)

Section

Original Research

License

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Identifying Passengers Satisfaction in Transportation Quality: An Empirical Study in Bangladesh. (2023). PMIS Review, 2(1), p.27-46. https://doi.org/10.56567/pmis.v2i1.10