Identifying the Mass Rapid Transit (MRT) Customer’s Demographic and Traveling Pattern

Dullah, Hayana; Khai, Wong Jee; Ismail, Norlela; Norhisham, Shuhairy; Samsudin, Nur Sarah Shaziah; Syamsir, Agusril; Mohamad, Ani Munirah; Bakar, Muhammad Fadhlullah Abu

doi:10.1007/978-981-19-8024-4_25

Cited by 1 publication

(1 citation statement)

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“…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 highquality 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).…”

Section: Introductionmentioning

confidence: 99%

Evaluating the Satisfaction of Passengers towards Metro Rail Services- Bangladesh Perspective

Mollik,

Zahedul Alam,

Akter

2024

GJMBR

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Bangladesh has launched the mass rapid transit (MRT) service for the first time in the transportation sector. The MRT has significantly brought access to instantaneous communication in one of the congested cities, Dhaka. Since the service is a brand-new offering in Bangladesh, there is a complete gap in research in this sector. Therefore, the objective of this study is to evaluate the effects of service quality dimensions on passengers’ satisfaction with MRT in Bangladesh. The researchers used a convenient sampling method and collected primary data from 251 respondents who consumed the MRT service frequently. Using the reliable software Smart PLS 3.0, the data were analyzed. The researchers have examined Cronbach’s alpha, composite reliability, and average variance extracted (AVE) to test the reliability and validity of the collected data. This study finds that the constructs namely tangibility, responsiveness, assurance, hedonic motivation, and price value are significant in determining passengers’ satisfaction with MRT. Price value is more significant followed by hedonic motivation and responsiveness. In contrast, statistics reveal that reliability and empathy are insignificant in nature.

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Section: Introductionmentioning

confidence: 99%