Identifying Service Quality Attributes and Measuring Customer Satisfaction of Dhaka-Pabna Route Public Bus Service
DOI:
https://doi.org/10.18034/abr.v5i2.57Keywords:
Public bus transportation service, service quality attributes, customer satisfaction, service marketingAbstract
Dhaka is the capital city of Bangladesh. A notable number of people have to go to and return from Dhaka every day. Most of the people use bus service. The situation of Dhaka-Pabna route bus service is not exception of this. Gradually the number of customer as well as service provider is increasing in this route. As a result, the service providers are facing competition to attract and retain customer. Measuring customer satisfaction is very important in attracting and retaining customer. This study was intended to identify service quality attributes in the long route public bus transit service and measure the customer satisfaction by surveying a number of 250 respondents. Finding shows that, overall 13% customers are very satisfied, 48% customers are somewhat satisfied, 32% customers are somewhat dissatisfied and 7% customers are very dissatisfied. Some recommendations are also provided to attract and retain customer.
Downloads
References
Abebe, E. (2014). The effect of service quality and core banking on customer satisfaction in commercial bank of Ethiopia. American Journal Of Trade And Policy, 1(2).
Adelman, M. B., & Ahuvia, A. C. (1995). Social support in the service sector: the antecedents, processes, and outcomes of social support in an introductory service. Journal of Business Research, 32(3), 273-282.
Alam, N., & Rubel, A. (2014). Impacts of Corporate Social Responsibility on Customer Satisfaction in Telecom Industry of Bangladesh. ABC Journal Of Advanced Research, 3(2), 26-37.
Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004).Customer satisfaction and shareholder value.Journal of marketing, 68(4), 172-185.
Chowdhury, A., Chowdhury, M., & Imran, M. (2015). Branding strategies for service firms- a study on the selected Internet Service Providers (ISPs) in Bangladesh. Asian Business Review, 2(1), 47-53.
Eboli, L., & Mazzulla, G. (2007). Service quality attributes affecting customer satisfaction for bus transit. Journal of Public Transportation, 10 (3), 21-34
Friman, M., & Fellesson, M. (2009). Service supply and customer satisfaction in public transportation: The quality paradox. Journal of Public Transportation, 12(4), 57-69.
Gebrehiwot, K. (2014). The impact of human capital development on economic growth in Ethiopia:Evidence from ARDL approach to cointegration. American Journal Of Trade And Policy, 1(2).
Gilbert, D., & Wong, R. K. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532.
Hanan, M., & Karp, P. (1989).Customer Satisfaction: How to Maximize, Measure, and Market Your Company's" ultimate Product".American Management Association.
Islam, K., & Salma, U. (2014). Customer Satisfaction of Internet Banking in Bangladesh: A Case Study on Citibank N.A. Asian Journal Of Applied Science And Engineering, 3(1), 53-64.
Kotler, P. (1991). Marketing Management: Analysis, Planning, Implementation, and Control, 7th ed., NJ: .Englewood Cliffs Prentice Hall
Prioni, P., & Hensher, D. A. (2000).Measuring service quality in scheduled bus services.Journal of Public Transportation, 3(2). 51-74
Roy, P. (2013). Wireless Internet Service and Customer Satisfaction: A Case Study on Young Generation in Bangladesh. Asian Journal Of Applied Science And Engineering, 2(2), 96-102.
Sabur, M. (2015). Total Quality Management as a Tool for Decision Making. Asian Business Review, 3(4), 121-125.
Saha, A., Hasan, K., & Uddin, M. (2015). A Conceptual Framework for Understanding Customer Satisfaction in Banking Sector: The Mediating Influence of Service Quality and Organisational Oath. American Journal Of Trade And Policy, 1(3), 39-48.
Shahabuddin, A. (2014). Eservice Quality for Customer Satisfaction Measurement: A Case Study on Islami Bank Bangladesh Ltd. Global Disclosure Of Economics And Business, 3(1), 32-39.
Siddique, M., Akhter, M., & Masum, A. (2015). Service Quality of Five Star Hotels in Bangladesh: An Empirical Assessment. Asian Business Review, 2(2), 67-72.
Uddin, S., Rahaman, M., & Islam, M. (2015). Private Hospitals in Sylhet City, Bangladesh: An Issue of Service Marketing. Asian Business Review, 1(2), 103-105.
Villanueva, J., Yoo, S., & Hanssens, D. M. (2008). The impact of marketing-induced versus word-of-mouth customer acquisition on customer equity growth.Journal of marketing Research, 45(1), 48-59.
Wallin Andreassen, T. (1995). (Dis) satisfaction with public services: the case of public transportation. Journal of Services Marketing, 9(5), 30-41.
Yunus, M., & Rahman, M. (2014). Green Marketing for Creating Awareness for Green Consumerism. Global Disclosure Of Economics And Business, 3(1), 18-22.
--0--
Published
Issue
Section
License
Asian Business Review is an Open Access journal. Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal the right of first publication with the work simultaneously licensed under a CC BY-NC 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of their work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal. We require authors to inform us of any instances of re-publication.
How to Cite
