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

have a direct, significant, and positive impact on customer satisfaction (Al-Mhasnah et al., 2018). Therefore, the policymakers of MRT should focus on ensuring the creation and maintenance of tangibility to reap the benefits of MRT through passengers’ satisfaction. Reliability in this study is found to have insignificant effects on passengers’ satisfaction whereas the other studies found it as the significant one (Aseres & Sira, 2020; Horsu and Yeboah, 2015). The authorized stakeholders should focus on generating a significant level of reliability to ensure a higher level of passenger satisfaction with MRT. According to our study, responsiveness has a considerable favorable effect on passengers' satisfaction. This finding is also supported by earlier studies (Alarifi & Husain, 2023; Arteaga- Sánchez et al., 2020; Al-Shamayleh et al., 2015; Prentice, 2023). The authority should maintain strong responsiveness to ensure the continuous satisfaction of the MRT passengers. Assurance also positively affects passengers’ satisfaction in this study and is supported by several other studies (Khan et al., 2023; Bhojak et al., 2023: Kautish et al., 2022). Therefore, the assurance should get considerable attention to make the passengers satisfied enough. Though several prior studies had found empathy as a significant construct in passengers’ satisfaction (Al-Mhasnah et al., 2018; Arteaga-Sánchez et al., 2020)) whereas in our studies, it’s found to be insignificant in passengers’ satisfaction. So, to make it more productive, the authority should milk this construct. Hedonic motivation has got special attention from the passengers of MRT. This construct has also a significant positive impact on their MRT satisfaction. Our findings are also strongly supported by other previous studies (Liu et al., 2021;Tomas, 2022; Zhang et al., 2022). Finally, the price value in this study has the maximum path coefficient values and most significantly impacts passengers’ satisfaction with MRT services. The passengers have been getting a good value for their prices. Our results are supported by a number of earlier studies (Korkmaz et al., 2022; Paramita et al., 2018; Soares et al., 2020; Zhang et al., 2022; Zhou et al., 2022).Policymakers should keep their constant eyes on making the prices more reasonable to ensure the durability of the passengers’ satisfaction with MRT in Bangladesh. VII. T heoretical I mplications This study can contribute new knowledge to the MRT sector. It can also input new insights into the literature on the SERVQUAL model dimensions and the dimensions of UTAUT2 in exploring the satisfaction of passengers with MRT services. Hedonic motivation and the price value can be viewed as important characteristics in addition to SERVQUAL model dimensions including tangibility, reliability, respon- siveness, assurance, and empathy to measure the satisfaction of customers in a particular field, especially in the MRT sector of Bangladesh. The proposed theoretical model in this study has a significant impact on evaluating passengers’ MRT satisfaction. The price value and hedonic motivation constructs have significant positive impacts on passengers’ satisfaction. In contrast, the empathy and reliability constructs exert insignificant impacts on passengers’ satisfaction. VIII. P ractical I mplications The policymakers in the MRT area could get significant insights to design and improve the levels of service and passenger satisfaction. They can improve the level of service dimensions to ensure the satisfaction levels of MRT passengers in a great manner. Responsiveness, hedonic motivation, and price value are found the most significant factors in ensuring passengers’ satisfaction with MRT. So, the policymakers can shed light on these areas. In addition to that the empathy and reliability dimensions should get special attention so that the passengers would get them as the significant dimensions in the case of satisfaction with the MRT experience. As the tangibility has a significant impact on passengers’ MRT satisfaction the authority must add more features to make the service tangible enough and it should be maintained with care. The assurance should also be important to satisfy the MRT passengers. The MRT sector can take the initiative to excel in service quality by emphasizing all SERVQUAL factors and two factors namely price value and hedonic motivation from UTAUT2. This sector can train its personnel to interact with passengers, keep track of its progress, and examine passengers’ reviews to scale a good quality of its service. The authority should maintain better tangibility in its service from various perspectives. The MRT service sector should also create reliability in the service areas. Passengers must embrace responsiveness while traveling through the MRT. This sector must design assurance and empathy as per the expectations of the passengers and maintain for constantly. To ensure a pleasant journey, the sector could focus on building a concrete Hedonic motivation with MRT. Additionally, as price and satisfaction stand together, this sector must provide a significant dive into the price factor. IX. C onclusion MRT service in Bangladesh is completely a new addition to the transportation field. Evaluating its service quality and passengers’ satisfaction could find out the required areas to improve and offer the best possible services to the passengers. The concerned authority also can utilize the insights from this study in other related mega projects in Bangladesh. Using SERVQUAL and UTAUT2 model’s dimensions could generate a deep understanding of user satisfaction levels and Global Journal of Management and Business Research ( E ) XXIII Issue III Version I Year 2023 12 © 2023 Global Journals Evaluating the Satisfaction of Passengers towards Metro Rail Services- Bangladesh Perspective