Service quality of private passenger vehicles and satisfaction of the passengers: a case study of Dhaka city

Abstract

The use of different modes of private passenger vehicles ( PPVs) such as, yello11' cab, black cab, CNC auto rickshaw etc. are very essential for the dwellers of Dhaka city. These private vehicles are running at the street of the City for over last five years. City dwellers have no other way out, as the vehicles in government sector are extremely inadequate. Thus, the question of passengers' satisfaction often receives Least attention to the concerned person. However, if the situations are improved, these vehicles will make important contribution to the economy and will reduce time of the passengers wasted by the commuters in traffic congestion. The deteriorated situation can be improved by addressing the quality attributes of the vehicles, drivers and monitoring systems as well. Hence. this study attempts to identify the quality attributes of PPVs, which are very much concerned with the satisfaction of the passengers. Sophisticated statistical techniques like factor analysis and multiple regressions were used to identify the key quality attributes. Results show that there are six quality factors such as vehicle quality, driving quality, comfort, friendliness, complain-handling, and monitoring concerned with the satisfaction level. It also shows that the passengers' satisfactions are significantly related to the quality of the vehicles and the drivers, friendliness of the driver, complain-handling, and monitoring of the vehicles. The positive change of these factors can increase the level of satisfaction of the passengers commuting in Dhaka City.