Identifying Existing Bus Service Condition and Analyzing Customer Satisfaction of Bus Service in Dhaka City

Abstract

Bus systems provide a versatile form of public transportation with the flexibility to serve a variety of access needs throughout an urban area. Efficient operation of the public transport is a key factor for the improvement of living condition in Dhaka city. Transport service performance should be assessed from the passengers' perspectives to evaluate these perceptions in transportation planning. The exploration of service quality of bus is essential in order to provide a better service in future. The objective of this research is to access overall customer satisfaction in public bus transport of Dhaka city. A questionnaire survey was conducted in five locations in Dhaka city. Bus users' satisfaction was analyzed by discrete choice logit model towards quality, reliability, safety and security and service provided by buses functioning in Dhaka city. The result indicated that more than half of the respondents believed that the present condition of bus service is not satisfactory. In case of the quality of buses, people think that the body and sitting arrangement of the buses are uncomfortable. Regarding the safety and security condition, main three reasons of dissatisfaction of passengers' are unsafe driving practices, poor boarding and alighting facilities and lack of law enforcing agencies surveillance. Reasons which make the service unsatisfactory include irregular service provided by buses, regular overcrowding, lack of good standard buses and lack of cleanliness. In spite of these negative views, users' possessed a positive attitude for buses which is the low travel cost.

An Analysis of the Women Commuters’ Satisfaction in the Public Bus Service in Bangladesh: A Survey on Local Buses in Major Cities

“…Although various research [7] [20] [21] alleged that current bus services are inefficient, unproductive, and unsafe because of long wait times, delays in plying, longboarding times, overloading, discomfort, and a long walking distance from home/work to bus stops, among other things. Passengers are dissatisfied for three reasons, according to earlier research: unsafe driving, inappropriate boarding and alighting, and a lack of law enforcement surveillance [22]. It is also worth mentioning [23] that passengers waiting to board the bus have been waiting for an indeterminate period with no indication of when the bus would come.…”

“…Thus, the demand for public transportation modes (buses) is increasing. Because of social exclusion, women in Dhaka confront social barriers in gaining access to public transportation [6].…”

Comparative Analysis of the Weight and Quality of Urban Bus Transport Services: A Case Study of Baku

“…The low quality of public transport services leads to an increase in the number of owners of personal vehicles among the population, which translates to traffic jams and accidents and environmental pollution [12,13]. Therefore, it is important and necessary to take measures to improve the quality and efficiency of the services and encourage the use of public transport.…”

Measuring Service Quality of Bus Services in Sulaimani City

“…It comes at various types, shapes, and systems. Bus system is one of the most adaptable forms of public transportation [1]. Bus system is known for its flexibility of serving throughout the needed access of an urban area [1].…”

“…Bus system is one of the most adaptable forms of public transportation [1]. Bus system is known for its flexibility of serving throughout the needed access of an urban area [1]. Bus services can be used in solving several transportation issues, such as unaffordable fare of private car ownership, or a taxi for urban residents in need for daily commuting to work and/or leisure [2].…”