Passengers Satisfaction Level on Bus Services in Chittagong City Using Multiple Linear Regression
Keywords:
Bus service, Chittagong city, Proper perfection, Multiple linear regression model, Travelers’ satisfactionAbstract
Proper perfection of travelling depends on travelers' satisfaction which mainly depends on overall
journey and vehicle-related factors. This paper focused on travellers & vehicle-related factors like
fare pricing, journey frequency, journey reasons, delay, driver skills, vehicle fitness, seat
conditions, seat arrangement, cleanliness of bus, staff behaviour and so on. A sample
questionnaire survey was conducted in Chittagong city. Based on travelers' perception 451
samples were collected from 10 different spots for proper analysis of available transportation
conditions of Chittagong city. The purpose of this study is to determine bus service quality based
on different types of factors. For identifying influential factors and their relationship with the
overall satisfaction level of consumers, a Multiple Linear Regression Model was used. Ticket cost,
delay, crowdedness, fare pricing and weekly travel time have a negative relationship with overall
satisfaction level. Crowdedness has a strong negative impact on travellers' satisfaction with
service quality. With a level of significance (p ≤0.05) the above factors have a strong influence on
the satisfaction of consumers during travel. When the fare price and delay increase then these
decrease travelers' satisfaction with less than 0.05 level of significance. Some other factors like
journey frequency, journey reason, ride smoothness, service frequency, seating conditions, staff
behaviour, drivers' skills etc. have a positive relation with overall satisfaction score. If the
frequency of service increases, it can service people efficiently and people don't need to wait for
vehicles. For improving services and transportation in this city and also for bringing economic
improvement through the smooth movement of travelers LOS of this city can be identified through
this presentation of consumer's perception. This study will help city planners make correct
decisions for Bus service.
