Passenger's Perceptions Regarding Bus Service Quality in Context of Dhaka City

Abstract

The bus is the major mode of public transport in Dhaka city. Despite a high modal share, bus service quality is poor and para-transit services (taxi, CNG) are remarked as a problem in metropolitan transport systems rather than a solution. The study investigates passengers’ perceptions regarding bus service quality in different areas of Dhaka city and presents a comparative study. The research identifies and valuation of eight important attributes using the logit model and compares data obtained from the residential and commercial areas. Attributes are—Fare Expenditure, Seat Comfort, Onboard security, Bus frequency, Bus staff Behavior, Interior Cleanness, Route Information, and physical condition. A question on overall quality of bus service is included in the questionnairesurvey form for cross validation of the proposed legit model. Besides, general information is collected for evaluating homogeneity of data size, which included— Age, gender, Occupation, Monthly income. A pilot survey is performed to test the questionnaire using a smaller sample compared to the planned sample size to check the correctness of the questionnaire. A questionnaire survey is conducted to collect data from 300 respondents. The legit model is a classifier to describerelationship among dependent variables with independent attributes or features. SPSS v. 24.0 isused to develop legit model for the modeling of passengers’ perception regarding bus service quality. Two models are developed where Model 1 is a full model with all eight attributes and model 2 consists of four attributes, those are-- Fare Expenditure, Interior Cleanness, routes information and Physical condition. Model 1 and Model 2 predicts with 72.3% and 69.7%accuracy. Model 1 and Model 2 have 46% and 41.4% variability of survey data respectively.Model 1 indicates that the order of influence of attributes relate to overall condition are interiorcleanness, structural condition, fare expenditure and route information. Model 2 displays that theorder of influence of attributes relate to overall condition are interior cleanness, fare expenditure,Structural condition, and route information. Overall condition scored 2.97 which is slightly below average.