Determinants of Customer Satisfaction on Service Quality of Railway Platforms in Bangladesh: A Study on Chittagong and Dhaka Railway Platforms

Abstract

The present study has been attempted to understand and examine the
factors influencing the customers (passengers) satisfaction in the Bangladesh
Railway Platforms. The study is exploratory in nature and used factor analysis to
identify the foremost significant factors of customers’ satisfaction with service
quality. The research methodology is empirical and a survey of passengers
(customers) was conducted. The study found that six factors are very significant with
railway platforms. These are “Behavior, security, refreshment, lighting, information
and basic facilities which bring 65.945% variance explained. Theoretical
implications are dawn and discussed in the paper and a model has been proposed.