Exploring Factors Affecting Commuters’ Perceptions on Intercity Rail Service Quality using Ordinal Logistic Regression

Railway passenger perception has been studied extensively in developed countries, however rarely so in developing countries. This study assesses intercity commuter rail passenger perception of railway station facilities using Ordinal Logistic Regression (OLR) in Joydebpur Railway Station, Bangladesh. Data from 1000 respondents were used to evaluate effect of 24 distinct service quality attributes and 5 demographic parameters on passenger satisfaction. Several attributes considered are unique to developing countries, including, Porter behavior, Illegal establishments, and Floating people. Results show that 13 service quality attributes have significantly affected passengers’ perception. Attribute ranking based on Pearson chi-square test revealed food and soft drinks to be the most significant attribute controlling passenger opinions. Among the five demographic factors, Age, Occupation, and Travel frequency significantly influenced Overall Passenger Satisfaction (OPS). In addition, Pearson correlation matrix reveals moderate correlation among several pairs of service attributes, including Travel frequency-Age, Main road suitability-Level crossing safety, Porter behavior-Food and soft drinks, Departure performance-Arrival performance, Pickpocketing activity-Female safety, and Waiting room facility-Platform crossing facility. The results suggest that policy makers should focus on the elderly, financially solvent people, and frequent travelers. Besides, refreshment facilities should be given priority, as this will heavily impact passenger satisfaction according to this study. Subsequent attributes can then be prioritized as per the attributes ranked and according to budget considerations of the authority.

• Record URL:
  https://annualmeeting.mytrb.org/OnlineProgram/Details/15905
• Supplemental Notes:
  • This paper was sponsored by TRB committee AP015 Standing Committee on Transit Capacity and Quality of Service.
• Corporate Authors:

  Transportation Research Board

  ,    
• Authors:
  • Ahmed, Md Tawkir
  • Hadiuzzaman, Md
  • Islam, Md Rakibul
  • Anwari, Nafis
  • Islam, Md Abdul Awal
• Conference:
  • Transportation Research Board 100th Annual Meeting
  • Location: Washington DC, United States
  • Date: 2021-1-5 to 2021-1-29
• Date: 2021

Language

• English

Media Info

• Media Type: Digital/other
• Features: Figures; Maps; References; Tables;
• Pagination: 19p

Subject/Index Terms

• TRT Terms: Customer satisfaction; Demographics; Developing countries; Food service; Intercity travel; Logistic regression analysis; Passenger service; Quality of service; Railroad transportation
• Geographic Terms: Bangladesh
• Subject Areas: Passenger Transportation; Planning and Forecasting; Public Transportation;

Filing Info

• Accession Number: 01764089
• Record Type: Publication
• Report/Paper Numbers: TRBAM-21-00488
• Files: TRIS, TRB, ATRI
• Created Date: Feb 4 2021 10:57AM