Railway Passenger's Satisfaction Analysis On Service Quality: A Study on Kamalapur Station To Khulna Railway Station

Abstract

Platforms are an essential component of all rail transportation. A traveler can use a variety of platform-based amenities at a train station to feelsatisfied, which is seen as being quite important. This study used survey questionnaires at the Kamalapur and Khulna railway stations to determine how satisfied passengers are with these services. The study's analytical approach uses factor analysis to pinpoint the key elements influencing passengers' satisfaction with the caliber of the services they receive. Passengers were surveyed as part of the econometric analysis technique. Based on passenger responses to a survey designed to assess service quality in seventeen key categories, the results were drawn. According to the study, the amount of refreshments and readily available food, along with the ticket service and reservation chart display, lighting, restroom and toilet cleanliness, behavior, scheduling, and sanitation, are significant factors that account for 51.102% of the variance explained and affect how satisfied passengers are with railway platforms. A model was created, a conclusion was reached, and the theoretical and practical ramifications were examined. Policymakers are likely to find the passenger satisfaction model produced by this study helpful in developing plans and strategies for enhancing platform-based facilities.