Measuring Commuters’ Satisfaction

The Case of Railway Passengers in Bangladesh

Abstract

This study examined the relationship between railway service quality attributes and customer satisfaction based on passenger perception and expectation. The study employed a survey research design to collect data from the participants to investigate the relationship among service quality attributes and commuter satisfaction. All hypotheses were tested using correlation and regression analysis. To explore the extent of gap between customer expectation and their perceived value, we compared each value difference between all 22-item expectations and perceptions to arrive at a conclusion for the level of quality. The results of this study indicated that service quality was an important antecedent of customer satisfaction. All tested hypotheses were found to be statistically significant and all service quality dimensions were either strongly or moderately correlated with commuter satisfaction. In all of the service quality dimensions the expectations of the commuters exceeded their perceptions.