Global Journal of Medical Research, E: Gynecology and Obstetrics, Volume 23 Issue 3

Evaluating the Satisfaction of Passengers towards Metro Rail Services- Bangladesh Perspective Md. Soleman Mollik α , Dr. Mohammad Zahedul Alam σ & Muslima Akter ρ Corresponding Author α : Lecturer, Department of Business Administration in Marketing, Faculty of Business Studies, Bangladesh University of Professionals, Mirpur Cantonment, Dhaka. e-mail: solemanmollik1993@gmail.com Author σ: Professor, Department of Business Administration in Marketing, Faculty of Business Studies, Bangladesh University of Professionals, Mirpur Cantonment, Dhaka. e-mail: zahedul.alam@bup.edu.bd Author ρ: MBA, Department of Marketing, University of Rajshahi, Rajshahi. e-mail: muslimaakterru151875@gmail.com Abstract- Bangladesh has launched the mass rapid transit (MRT) service for the first time in the transportation sector. The MRT has significantly brought access to instantaneous communication in one of the congested cities, Dhaka. Since the service is a brand-new offering in Bangladesh, there is a complete gap in research in this sector. Therefore, the objective of this study is to evaluate the effects of service quality dimensions on passengers’ satisfaction with MRT in Bangladesh. The researchers used a convenient sampling method and collected primary data from 251 respondents who consumed the MRT service frequently. Using the reliable software Smart PLS 3.0, the data were analyzed. The researchers have examined Cronbach’s alpha, composite reliability, and average variance extracted (AVE) to test the reliability and validity of the collected data. This study finds that the constructs namely tangibility, responsiveness, assurance, hedonic motivation, and price value are significant in determining passengers’ satisfaction with MRT. Price value is more significant followed by hedonic motivation and responsiveness. In contrast, statistics reveal that reliability and empathy are insignificant in nature. The authorized service providers might strengthen the quality of MRT service and passengers’ satisfaction by putting an emphasis on striving to deliver top-notch service. Additionally, the authority should resolve the dissatisfactory constructs in a style to improve the MRT service at an extreme level. Keywords: passengers’ satisfaction, metro rail service, service quality dimensions, bangladesh. I. I ntroduction The Indian metros have most remarkably contributed to the diversion of a significant portion of current passenger traffic from road to the Metros and consequently reduced the number of buses, passenger cars, and other vehicles carrying passengers on its roadways (Bhagyalakshmi & Vasudevan, 2020). Bangladesh has introduced its first metro rail journey which will contribute to making Bangladesh smart from various perspectives (The Daily Star, 28 th December 2022). It also added that this mass rapid transit (MRT) will reduce traffic congestion and air pollution in Dhaka city. It will enable people to move quickly from one place to another. Decision-makers must urgently redirect urban transportation development toward a more sustainable future in order to build greener and more livable cities. The socio-economic development of a country greatly depends on transportation whereas in developing countries, it’s critical where accessibility and mobility are commonly hampered by a lack of adequate levels of transportation services (Luke & Heyns, 2020). The management of public transportation quality has become a focus of in-depth study in recent years (Majumdar et al., 2020). Establishing a sustainable urban transportation system necessitates an all-encompassing integrated approach to decision-making with the shared objective of strengthening an inexpensive, environmentally friendly, people-oriented, and commercially viable transportation system (Goldman & Gorham, 2006). Congestion is a great problem because it has a domino effect on other factors that affect the economy, the environment, and society including poor air quality, traffic accidents, travel delays, and public health issues where metro rail services could be a better alternative to other public transports (Majumdar et al., 2020). It is crucial for managers and authorities to ensure higher levels of customer satisfaction (CS) in public transportation (PT) systems (Buran & Ercek, Global Journal of Management and Business Research ( E ) XXIII Issue III Version I Year 2023 1 © 2023 Global Journals The country, China has introduced the world’s largest high-speed rail (HSR) network expecting that it would have a substantial impact on the country's mobility, accessibility, socioeconomic development, and other factors, particularly at the megaregional level (Chen, 2013). etro rail transits have created a milestone in transportation and communication advance- ments ( Kurniawati, 2023 ). After London first launched an electric train in 1890 (Duffy, 2003), high- speed trains have become an undeniable option for technological, commercial, and socioeconomic success over the passage of time (Fowler, 2023). They also added that many developed nations like Italy, France, Germany, Poland, Netherlands, Spain, and Switzerland have invested in metro or high-speed railways to achieve far-reaching benefits in various aspects. M Australian government emphasized greatly on high- speed rail (HRS) services for urban development (Gharehbaghi et al., 2020).