A survey on the service quality of launch terminal in Bangladesh based on customers satisfaction

Abstract

Quality of the service and effectiveness of service operations system are considered as important aspects of achieving the customers' satisfaction of any service organization. Since it is considered as the low cost, safe and enjoyable travelling method by the passengers, it is need of the hour to identify the customer satisfaction towards the development of transport service methods in the Bangladesh especially in Launch Service. The major objective of this study is to identify the impact of inland transport service quality on passengers' satisfaction. The present study has been attempted to understand and examine the factors influencing the passenger’s satisfaction in the Launch Service. The study is exploratory in nature and used factor analysis to identify the foremost significant factors of Passenger’s satisfaction with service quality. By questionnaire survey we put our survey into five category those are tangibility, reliability, responsiveness, assurance, empathy (24 type question). Also, we took a part in photography survey. From photography and questionnaire survey we made a data and put that data into analysis. By analysis the data we made some pie chat and find a result. Though the satisfaction level is not good. From the result it is shown that bollard quality, dock railing system, mooring ropes quality, staff accommodation; those four parts of the launch terminal is very poor. Although bollard quality, cleanliness, dock to dock joint, snapback zone, watchtower service; those five parts of launch terminal is poor. Also, the docking system, lighting system, loading and unloading system, security system for passenger’s, hawker’s volume, terminal maintenance is average; those five parts of launch terminal is good. It is disappointing to say that there isn’t any canteen facility for the passengers. The rest of the part of the launch terminal is good. We also recommended some suggestion which improvement could make a far better passenger’s satisfaction. Keywords: Service Quality; Service Variables; Launch Terminal; Structural Equation Modeling