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

et al., 2023; Rouse et al., 2023; Twyford & Dean, 2023; Wan et al., 2023), and so forth. The RAILQUAL, a modified SERVQUAL (Gopal et al., 2023; Li et al., 2023; Mishra & Panda, 2023), uses different aspects instead of five to measure customers' impressions of the service's quality (comfort, security, and convenience are added to the original dimensions). Urban transportation studies by Guzman et al. (2023) and Drabicki et al. (2023) respectively examined the gap between perceived and expected quality among urban transportation stakeholders commuting within metropolitan areas. The SERVQUAL model has been identified by Amankwah et al. (2023) as one of the influential models in service quality. The model, also known as the RATER Model, was developed by the researchers to address five constructs (Ravichandran et al., 2010). They are responsiveness, empathy, tangibility, assurance, and reliability. To increase customer satisfaction, service providers should make sure that the expected and perceived services are consistent (Ahrholdt et al., 2017). The results of the prior study also suggested that, depending on the type of research being conducted by the researchers, the SERVQUAL model would need to be updated (Ali & Raza, 2017). Examining the critical and determining elements that influence Bangladesh's MRT service consumers' happiness is the goal of this study. It has done this by placing a strong emphasis on tangibility, dependability, responsiveness, assurance, and empathy. Despite the above-mentioned research, there are not many applications in the field of public transportation, and (to our knowledge) no attempt has yet been made to create a framework for the service quality measurement using a SERVQUAL technique in MRT service in Bangladesh. Bridging this gap could be quite beneficial for MRT agencies, especially those that are willing to comply with the standards as stated. Kalinić et al. (2019) found that the UTAUT2 model is a significant tool to measure customer satisfaction. This model has found its ability to predict the intention and customer satisfaction toward a market offering (Barbosa et al., 2021). In the public transportation sector, the UTAUT2 model determines the performance levels of service providers and users’ satisfaction critically (Korkmaz et al., 2023). Venkatesh et al. (2012) added three independent constructs- hedonic motivation, price value, and habit- with this model. Hedonic motivation and price value are the salient variables in ensuring commuters’ satisfaction (Chopdar et al., 2022). Keeping relevance with these findings, the researchers have taken price value and hedonic motivation along with SERVQUAL model dimensions to evaluate the satisfaction of MRT passengers. The following constructs are included in the study model in Figure 1: Figure 1: The Conceptual Model of the Proposed Research Global Journal of Management and Business Research ( E ) XXIII Issue III Version I Year 2023 4 © 2023 Global Journals Evaluating the Satisfaction of Passengers towards Metro Rail Services- Bangladesh Perspective