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

b) Hypotheses Development i. Tangibility H1: Tangibility has a positive relationship with passengers’ MRT satisfaction. ii. Reliability The ability of the service provider to deliver the promised service precisely and dependably is referred to as reliability (Parasuraman et al., 1988; Vasanthi et al., 2023) for instance, metros are punctual in their arrival and departure (Jayanthi et al., 2023). Octavines et al. (2023) assert that reliability is a representation of a customer's dedication, promptness, and relevance in obtaining satisfaction. Some recent studies found that the reliability attribute has the greatest impact on customer satisfaction (Christian et al., 2023; Luo et al., 2023; Shamsudin et al., 2023).The reliability construct has a positive and significant impact on customer satisfaction, according to similar findings (Conceicao et al., 2023; Cebeci et al., 2023). Eventually, the authors perceive that the reliability dimension will affect the passengers’ satisfaction with MRT. Hence, the following hypothesis is as follows- H2: Reliability has a positive relationship with passengers’ MRT satisfaction. iii. Responsiveness Response time, as demonstrated by having service employees on call (Awasthi et al., 2011), demonstrates how flexible and timely the service provider is (Parasuraman et al., 1988). In several studies on transportation services, it was found that responsiveness had a significant and positive impact on customer satisfaction (Arteaga-Sánchez et al., 2020; Ong et al., 2023; Wong et al., 2023; Luo et al., 2023). The timeliness component of outstanding service has a considerable and direct impact on customer satisfaction, according to recent research (Hamzah et al., 2023; Wurtz & Sandkuhl, 2023). Additionally, Sama et al. (2023) discovered that responsiveness is a crucial element of the quality of e-services that affects client satisfaction. In light of these findings, this study posits that the authors perceive that the responsiveness dimension will affect the passengers’ satisfaction with MRT. So, the hypothesis is designed as below- H3: Responsiveness has a positive relationship with passengers’ MRT satisfaction. iv. Assurance H4: Assurance has a positive relationship with passengers’ MRT satisfaction. v. Empathy Empathy implies thoughtfulness on the part of staff members and customized customer care. Drouet et al. (2023) and Parasuraman et al. (1988) both mention the assistance of seniors or youngsters in getting through toll gates to access the station. The empathy construct of the service quality dimension has been shown to have a large and positive impact on customer satisfaction (Biswas & Verma, 2023; Jasin et al., 2023).In a study on service quality and customer satisfaction in the context of an online cab company, researchers found that empathy had a substantial impact on consumer satisfaction (Panggabean & Yohana, 2023). Arteaga-Sánchez et al. (2020) assert that empathy has a favorable and significant effect on customer satisfaction in the transportation industry. The results of the earlier studies similarly demonstrated a significant relationship Global Journal of Management and Business Research ( E ) XXIII Issue III Version I Year 2023 5 © 2023 Global Journals Evaluating the Satisfaction of Passengers towards Metro Rail Services- Bangladesh Perspective The tangibility dimension of service consists of the physical appearance of the service facility, the equipment, the personnel, and the communication resources. For example, the appearance of MRT, public phones, stations, and so on (Parasuraman et al., 1988; Thomson et al., 2023). The service facility's physical attributes, as well as its equipment, personnel, and communication resources, are considered tangibles (Parasuraman et al., 1988; Hamzah et al., 2023). For example, the installation of public phones, metro stations, etc. The study team by Arteaga-Sánchez et al. (2020) found evidence from the transit industry that tangibility has a big impact on consumer satisfaction. The researchers focused on Indian transit services when they discussed service quality and customer satisfaction in the context of South Asia (Singh & Kathuria, 2023). The tangible elements of services have a positive impact on customer satisfaction, and the results of a recent study show that the degree to which the service quality component is tangible has a significant impact on customer satisfaction (Aseres & Sira, 2020; Hussein, 2016; Al-Mhasnah et al., 2018). Therefore, this study assumes that the tangibility dimension will affect the passengers’ satisfaction with MRT. Thus, the following hypothesis has been drawn. The ability of the employees to convey trust, faith, and confidence as well as their knowledge and manners are all aspects of assurance (Parasuraman et al., 1988; Vasanthi et al., 2023; Ong et al., 2023). An emergency circumstance can call for staff communication, for instance. Experts have highlighted assurance as one of the crucial components of transport systems, especially when individuals are traveling with random people (Tengilimoglu et al., 2023; Parmar & James, 2023; Moulahi et al., 2023). According to Zhang & Jennings (2023), customer satisfaction with transportation services is significantly impacted by assurance. Additionally, earlier studies have shown that the assurance construct of the service quality dimension significantly and favorably affects customer satisfaction (Al-Mhasnah et al., 2018). Consumer happiness is significantly impacted by worries about privacy and security, according to a study by Zhu et al. (2023) and Khan et al. (2023). Hence, this study supposes that the assurance dimension will affect the passengers’ satisfaction with MRT. Accordingly, the hypothesis here is-