Quantifications of service quality factors using the relative importance index method for passenger ferry service in Bangladesh
Md.Mohaimenul Islam Sourav,
Asif Ahmed Abeer,
Abir Hasan Bhuiyan
Abstract:Service Quality (SQ) of passenger ferries greatly influences passengers' travel experience. The purpose of this article is to identify the passenger ferry's SQ factors and evaluate them using the Relative Importance Index (RII) method. After a thorough review of the literature and passenger interviews, 28 distinct SQ elements are identified, categorised into six major groups, and depicted using the Ishikawa (fishbone) diagram. Different SQ factors are ranked according to their relative importance using the rel… Show more
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