An Investigation Into Passenger Satisfaction And Its Role In Community And Economic Growth: A Study On West-Zone Rail Services In Bangladesh

Abstract

Attraction and dependency between various linking regions have increased along with the rate of urbanization and economic growth. Since the beginning, transportation has played a vital role in advancing the development and economic benefits of connectingcommunities. The railway industry has demonstrated its ability to generate economic and developmental advantages for several nations. But compared to road transportation, less focus has been placed on improving the railway industry, primarily in Bangladesh, which has prevented the sector from reaping the full economic benefit. This study investigates passenger satisfaction with Bangladesh Railways, focusing on key factors such as journey time, punctuality and service quality. The objective is to identify the main barriers to passenger satisfaction and evaluate how addressing these issues can contribute to economic and community development. At Kamalapur and Parbatipur Railway Station, survey questionnaires were utilized to assess passenger satisfaction with various services. Passenger and locomotive master surveys were conducted to gain a comprehensive understanding of operational and service delivery challenges. The study employs factor analysis to identify the primary elements that influence passenger satisfaction. Surveys were conducted with both travelers and locomotive masters to gather insights. The results were based on their responses to questions designed to measure satisfaction across Nineteen key areas. The findings indicate that journey duration, punctuality, food quality and cost, ticket services, restroom cleanliness, staff behavior and scheduling sanitation are significant factors that explain 84.527% of the variance in passenger satisfaction with railway services. This research provides actionable recommendations for policymakers and railway authorities to prioritize passenger-centric strategies, ultimately fostering a more efficient and inclusive transportation system.