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

2022). To evaluate how efficient and sufficient their services are, PT providers must assess the performance of their service quality (SQ) (Girma et al., 2022). Therefore, public organizations must look into what components of service enhancements may be implemented to both improve the experience of present consumers and draw in new ones. Explore the effects of service quality dimensions on passengers’ satisfaction with MRT in Bangladesh. Following this Introduction, the rest of the parts of this research outline are as follows: the second section presents the pertinent literature, conceptual framework, and hypotheses development. Next, the study details the methodology. Subsequently, the fourth section depicts the findings and discussion on service quality dimensions and passenger satisfaction. Finally, the fifth section highlights the theoretical and practical implications, noting some limitations and signifying actions for imminent research. II. L iterature R eview Global Journal of Management and Business Research ( E ) XXIII Issue III Version I Year 2023 2 © 2023 Global Journals Evaluating the Satisfaction of Passengers towards Metro Rail Services- Bangladesh Perspective Additionally, the performance evaluation is required to take into account the top activities, stakeholder concerns, current and projected demand trends, and unmet service needs (Kuo et al., 2023). Appraisal of performance helps to ensure better economic performance, links- interactions and output from service providers and improves organizational SQ (Chan et al., 2023). Thus, the availability of adequate public transportation becomes more and more important as cities in developing countries expand, especially in big cities with rapid population expansion. According to Kilibarda et al. (2016), and Ricardian to et al., (2023), the quality of service delivery, which is regarded as the most crucial factor in both consumer attitudes and customer loyalty, has a considerable impact on customer satisfaction. The first step in improving customer satisfaction is to assess the grade of the services offered (Hamid & Baharudin, 2023). As a result, it is critical for public entities to create service quality standards in order to provide high- quality services that go above and beyond what is expected of them by the public (Dullah et al., 2023). Measuring customer satisfaction with public transportation services is essential in both transportation research and practice (Anburuvel et al., 2022). To boost the infrastructure, facilities, services, and demand for public transportation, transit authorities must understand how well passenger expectations have been satisfied. Customer surveys are significant because they provide transportation agencies with useful information on the specific areas with which customers are satisfied and dissatisfied (Rong et al., 2022; Sukhov et al., 2022). Service frequency, on-time performance, travel speed, and vehicle cleanliness are found to have the greatest effects on customer satisfaction in the tendered regions (Singh & Kathuria, 2023; Wong et al., 2023). According to Deb et al. (2022), waiting time, cleanliness, and comfort are the three most crucial PT qualities. The most commonly mentioned attributes of transportation services are dependability, frequency, capacity, cost, cleanliness, comfort, security, crew, knowledge, and Measuring commuters’ satisfaction with MRT service has got significant attention in different developed and developing countries (Gharehbaghi et al., 2020; Chen, 2013; Bhagyalakshmi & Vasudevan, 2020). But, as we know the MRT service is very new in our country (The Daily Star, 28 th December 2022) that’s why this sector still has not been conducted significant research. The authors believe that this research work is going to be the first research on MRT in Bangladesh. Still, no research on this sector has been published. There is some news that passengers are facing various problems in getting metro rail services (The Business Standard, 29 th December 2022). Along with that lax security at metro rail stations is raising concerns (Dhaka Tribune, 31 st December 2022). The researchers made an effort to investigate the service quality characteristics and the resulting passenger satisfaction with Bangladesh's metro rail services in light of these research gaps. Alike other countries, the evaluation of the service quality of metro rail or mass rapid transit can minimize the service gaps and ensure the expected service levels from MRT. It may also help the concerned authorities to design good quality services for similar mega projects that are now under construction. This raises the following research question; What are the effects of service quality dimensions on passengers’ satisfaction with MRT in Bangladesh? This study aims to investigate the service quality of MRT from the users’ perspective using the widely accepted SERVQUAL model. This study aims to- Congestion at stations, relatively high-priced tickets, and the inconvenience of using transportation facilities that connect to other modes of transportation rank as the three main causes of customers' unhappiness with MRT (Iqbal et al., 2022; Reyes et al., 2023). All countries need transportation for their social and economic growth, but developing countries are especially dependent on it because mobility and accessibility are usually restricted due to insufficient levels of transportation services (Luke & Heyns, 2020). The development of the transportation infrastructure is essential to the development of wealthy communities (Fantin & Appadurai, 2022). Congestion, along with related issues including pollution, accidents, dwindling public transportation, and environmental deterioration, characterizes the city's transportation system today, ticketing system (Anburuvel et al., 2022; Farazi et al., 2022). Reliability, frequency, price, speed, access, comfort, and convenience also found themselves significant in rapid transit networks (Kepaptsoglou et al., 2020).