ANALYZING PASSENGER'S SATISFACTION ON RECENTLY LAUNCHED BUS SERVICES IN DHAKA CITY THROUGH DISCRETE CHOICE MODEL

Abstract

In Dhaka, the bus transportation system deals with the issues of insecurity, lack of dependability, inefficiency, and challenges in managing the daily mobility needs of its substantial populace. As a result, it becomes imperative to assess the effectiveness of bus service quality (SQ) through the lens of customer experiences. Despite numerous studies delving into the performance of public transportation systems in Bangladesh, there has been limited focus on comprehending how service quality attributes intersect with passenger satisfaction. In this context, this paper undertakes a comparative examination of user perceptions surrounding two recently launched public transport services in Dhaka city. To unravel the relationship of key indicators, a discrete choice model has been used. Constructed from a comprehensive survey of 1140 questionnaires, which assessed passengers' travel experiences and feedback, the choice model serves as the analytical framework. The outcomes of the model analysis sort out the SQ of both Bus Service-1 (BS-1) and Bus Service-2 (BS-2). Particularly, the assessment indicates that BS-1 accumulates an overall rating of "good," while BS-2 attains a "satisfactory" rating, based on a spectrum of preference levels encompassing "excellent," "satisfactory," "good," and "poor." Pertaining to attributes of service, such as travel time, BS-1 receives a positive rating with a coefficient of 0.413, whereas BS-2's rating stands at 0.168. The analysis also accentuates waiting time and mode availability as pivotal contributors to passenger satisfaction. The study's conclusions offer transportation planners a valuable opportunity to formulate strategic transport policies and regulations aimed at elevating service quality to meet specific goals