A CASE STUDY ON THE SATISFACTION OF PASSENGERS AND THE FACILITIES OF BUS TERMINAL IN DHAKA CITY

Abstract

A modern transport infrastructure plays a pivotal part in the progress and advancement of nations in modern times. In Bangladesh, the transportation infrastructure, including bus terminals, serves as a crucial hub that influences the growth of activities and functions within the surrounding community. Dhaka, the hub of significant operational operations in Bangladesh, features three inter-district bus terminals: Sayedabad, Gabtoli, and Mohakhali, located in the southern, western, and northern peripheries of the city, respectively. Considering the city's strategic location, physical impact, and economic function within the national framework, the significance of Gabtoli bus terminals is paramount in enabling efficient passenger transit from Dhaka to other regions of the country and vice versa. With the backdrop, the paper analyses the present surroundings of Gabtoli bus terminals in relation to their regulatory framework and infrastructure facilities. The level of passenger’s satisfaction regarding the available facilities at the Gabtoli bus terminal has also been evaluated in this research. Therefore, the total number of people survey comprised the bus passengers at the Dhaka Gabtoli bus terminal. In this study, 165 respondents were selected using a basic random sampling procedure. A questionnaire survey was initially developed to gather primary data, followed by data analysis using SPSS. A range of statistical methods was utilized to examine the collected data including descriptive statistics, hypothesis testing, reliability testing through Cronbach's alpha test and KMO and Bartlett's Test. The survey's findings revealed that, out of 20 categories, satisfaction of users of terminals are independent of some and some are dependent. Cronbach's alpha value of 0.791 and KMO value of 0.810 proved the adequacy and reliability of the survey results. In addition, this study will provide governments, academics, and researchers with insights for the future enhancement of bus terminal facilities, which are crucial for the transportation system of Dhaka city, Bangladesh.