Quantifications of service quality factors using the relative importance index method for passenger ferry service in Bangladesh - Discover Civil Engineering

Up to 800 rivers crisscross Bangladesh, making it a riverine nation with the most intricate river system in the world [1]. After the Amazon and Congo systems, it has the world's third-biggest water output. Bangladesh's major rivers include the Jamuna, Surma, Brahmaputra, Padma, Meghna, and Karnaphuli [2]. The overall length of all the rivers is approximately 24,000 km, enabling significant penetration. During the monsoon season, around 6000 km are navigable for modern mechanized boats, and about 3800 km are accessible throughout the year [3]. Rivers significantly contribute to the national economy and employment as an intrinsic social and cultural life element. Hence, waterway transportation has long been a natural, environmentally benign, and affordable transportation [4]. There are several types of vessels available in the waterways transport system. One of these is a passenger ferry, which is typically a powered boat, operated by a steam, electric, gasoline, or diesel engine. Passenger ferry service plays an increasingly essential role in the country's social and economic growth by preserving connectivity between various rural portions of the country that are impassable by other forms of transport, particularly during peak monsoon seasons [5].

In Bangladesh, passenger ferry service is provided mainly from the south. From the outset, Bangladesh has relied on the passenger ferry service to transport goods. Another benefit of this service is passenger travel. Traveling from one location to another is linked to one's financial situation [5]. Most people in our country live below the poverty line. They cannot afford expensive modes of transportation such as buses and airplanes. For this purpose, passenger ferry service is a very cost-effective transportation medium [6]. Passenger ferry service is the only mode of transportation for many rural people in the southern part of Bangladesh [7]. For them, the passenger ferry service is convenient and economical. Generally, it uses less energy, makes less noise, and emits less gas than surface modes [4]. Compared to road or rail, passenger ferry service is the most cost-effective means of transportation [8].

Passenger ferry service transports 87.8 million people every year. The government and the private sector have a role in this sector. But, the private sector has a stronghold in this area. Many private companies operate a variety of vessels along various routes [9]. Smaller businesses with two to three vessels on a certain route are also available. The number of vessels has grown in tandem with time. There are large vessels for long distances and tiny vessels for short distances due to concerns about safety in inclement weather [5]. Passenger ferry service has significant safety faults despite its geographic advantage, particularly in regulatory oversight, disaster response, communication systems, protective equipment, and staff training [7]. The quality of service given by these vessels is appalling. There aren’t any convenient amenities. These vessels are also overloaded during religious holidays like Eid and Puja vacations. As they go to the countryside ahead of the Eid celebration, millions of homebound people crowd the Sadarghat passenger ferry terminal in Dhaka [10].

Any service organization’s capacity to satisfy its clients depends on the service quality and efficiency of its service operations system. SQ is a metric that assesses how effectively a service satisfies passengers' expectations [11]. Despite the vital role that passenger ferry service plays in rural regions, its SQ is relatively insufficient to fulfill passengers' demands [12]. Passengers’ expectations include the interior of the passenger ferry being clean and orderly, and the cafeteria's food quality must be constantly monitored and offered at reasonable costs [13]. Moreover, passengers’ satisfaction is influenced by expense and payment, personnel attitude and conduct, safety and security, service availability, and decorating [14]. Changes in the quality of transportation services might have substantial social and economic implications. For example, Begg in 1996, investigated a passenger ferry passing in Scotland and observed that amplified mobility for visitors and lowered prices for local enterprises of improved service levels resulted in substantial economic advantages[15]. Regularity, timeliness, and capacity are the most important service factors for passenger ferry customers in the summer and winter seasons.

Passenger ferries are used extensively in Bangladesh for interdistrict transportation. This service is particularly used by residents of Southern districts. Even though there are other ways to travel, most people choose passenger ferries because they are affordable and convenient. Numerous studies have been conducted on the service quality of passenger ferries even before this, but a few have used the RII method. However, the service quality factors were not examined in isolation in their research. We have divided the journey into its component stages in our study and looked at the factors under each stage's quality of service. Furthermore, the factors that require greater attention were particularly mentioned and discussed in brief.

This study aims to,

a. determine which groups and factors are influencing the quality of the passenger ferry service (those that require attention). And,

b. recommendations are given to increase the SQ of the passenger ferry service in light of the study's findings.

Various studies have been conducted worldwide regarding passenger ferry service quality. Abdullah and Wahab, [16] conducted a study to calculate satisfaction levels and degrees of satisfaction. In their study, customers rated the passenger ferry service on ten factors: Cleanliness and noise level, Onboard facilities, Helpful attitudes, Attention by employees, etc.[16]. Mathisen and Solvoll, [17] use empirical data from a survey conducted in Norway in 2008 to examine the level and quality of passenger ferry service [17]. Their study shows that frequency, the possibility of being able to board the scheduled departure, timeliness, periodicity, and cost are essential for scheduled passenger transportation services. Mercangöz et al. [18] investigated the service quality of a Turkish passenger ferry business Mercangöz et al. [18]. Their findings show significant differences in customer perceptions and expectations and that the company’s service falls short of the passengers' expectations. They conclude that over-speed passenger ferry services do not meet the needs of their customers at a satisfactory level. Another study was conducted by Dewi and Respati, [19] Dewi and Respati, [19] at the D’Camel passenger ferry service with a total sample of 100 respondents who had never used a D’Camel passenger ferry service at least twice in the previous year. Their study shows that service quality has a substantial and positive influence on customer satisfaction Dewi and Respati, [19]. A study by Márquez et al. [20] and Márquez et al. [20] shows that passengers' perceptions of comfort and safety have a role in their decision to use waterways transport services Márquez et al. [20].

Few studies also have been done in Bangladesh. In simulating the relationship between service characteristics and overall Service Quality (SQ) from the perspective of passengers on a passenger ferry, Das et al. [12] applied the Structural Equation Modeling (SEM) technique. Their study shows that, among the twenty service variables, the Fitness of passenger ferry and catering service has the most significant impact on passenger ferry SQ Das et al. [12]. In 2016, a study by Minhajul Islam Khan mentioned that "Frequency," "Travel cost," and "Security" are the prime factors for passenger ferry service equality [21]. Ali Ashraf et al. in 2021, used the SEM methodology in research to investigate the terminal quality (Sadarghat) terminal in Bangladesh [22]. According to the study, the worst-case scenario is the dock railing system and the absence of a canteen. However, none of the studies have been conducted to discuss and provide recommendations on the factors and groups influencing passenger ferry service quality by Relative Importance Index (RII).

The research methodology can be presented in a flow chart shown in Fig. 1.

Flow chart for Quantifying SQ factors

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Before creating the questionnaire, we established our goals. Next, we selected the intended responders. We created a questionnaire and ran a pilot survey after choosing the target respondents. We have refined our questionnaire based on the responses to the pilot survey. Following the collection of survey responses—both online and offline—the data is analyzed using the RII approach. For this study, Stratified sampling approaches were used. We have gathered both qualitative and quantitative data. To acquire 403 responses, both physical and online data gathering was done. We have received 450 responses at the initial. Among them, a few were missing data. After rejecting missing data our response rate is 89.55%.

Before creating the main survey form, we looked over earlier research. The opinions of some passengers and policymakers at the passenger ferry terminal in Dhaka were then discussed using the survey form. In the pilot survey, we have used 25 factors. We have gathered 100 answers through pilot surveying. Our final survey form includes a full questionnaire with 28 SQ factors that we prepared after learning about additional service quality factors from the discussion. Through a rigorous literature analysis and interviews with passengers and policymakers involved in the passenger ferry service, 28 key SQ elements were identified, grouped into six primary groups, and illustrated using the Ishikawa (fishbone) diagram as presented in Table 1, and Fig. 2 [12]. Numerous parties with different roles to play and interests in the service have an impact on how a passenger ferry service in Bangladesh operates. Among the participants were local governments, ferry companies, port authorities, tourism firms, and environmental organizations. There were commuters, tourists, cargo owners, traders, business owners, students, casual travelers, employees, and crew among the passengers. An interview questionnaire was created to measure the relative importance of SQ among those in the passenger ferry sector. Then the questionnaire is answered by the passengers, policymakers, and all those related to the passenger ferry service. For this study's evaluation of 28 SQ variables, a total of 403 responses were gathered. A pilot survey was conducted to better understand the difficulties in obtaining the essential data and to improve the validity of the final survey. Using the RII approach, the collected data is analyzed. The study provides a rating of the various SQ factors based on their relative relevance indices. The findings highlight the elements and groups that impact SQ the most.

Categories and factors that influence SQ (Ishikawa diagram)

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The term “relative importance index” refers to the degree to which a variable can predict a result either on its own or in combination with other factors [23]. The variance is not efficiently partitioned when the predictors are correlated, which are common indices generated by multiple regression studies [24]. To better comprehend each predictor's role in a regression equation, RII analyses seek to distribute explained variance among a large number of predictors [25]. In essence, RII describes the contribution of each predictor to the explanation of the variance in the criterion [24]. In certain cases, a variable may only account for a very small portion of the predictable variance yet be quite important, but in other cases, it may be more responsible for the variance but be of limited use in practical applications [26]. Importantly, RII analyses are more effective at showing the true impact of a given predictor than simple correlations or normalized regression coefficients [25].

3.1 Demographics of the respondents

The expressed preference survey yielded a total of 403 responses from passenger ferry transport system users. Two portions of the questionnaire were included. Basic information about the respondent is gathered in the first section (such as age, gender, occupation, monthly income, etc.), and research objective-related data is gathered in the second section. Among the respondents, 20% are more than 40 years old, 40% are in between 36 and 40 years old, 23% are between 31 and 35 years old, and 17% are below 30 years old. Again, among the 403 respondents, 66% are male, and 34% are female. Among the 403 respondents, 52%’s monthly income is below 5000tk, 21%’s monthly income ranges from 5000 to 10000tk, and the rest are above 10000tk. Demographics of the data are presented in Table 2.

3.2 Interview on the SQ of passenger ferry service

The interview focused on the SQ factors for the passenger ferry service. Interviewees are asked to read through a questionnaire form about SQ factors and groups that were created based on extensive prior research, provide additional factors as needed, and complete the questionnaire form by giving the values of the factors ranging from 5 (Excellent) to 1 (Very Poor) based on their satisfaction level [35]. For this study, selective sampling approaches were used. Both qualitative and quantitative data were gathered. To acquire 403 responses, both physical and online data collections were done. An initial physical survey of passengers of the ferry service was conducted in February and March 2022 in Dhaka. A follow-up survey of passengers and policymakers was conducted from April to September through an online questionnaire. In both survey waves, interviewees are expected to have a good understanding of the SQ factors in the passenger ferry service. Among the respondents, 20% are policymakers and the rest of them are passengers. The Ishikawa (fishbone) diagram is used in the passenger ferry service to demonstrate the factors that may influence SQ. The Ishikawa diagram, commonly referred to as a cause-and-effect diagram or a fishbone diagram, is a visual aid for methodically determining and presenting all potential causes of an issue. The potential factors are represented as connected branches with varying degrees of complexity, with the amount of complexity increasing as the branch extends outward, i.e., an outer branch causes the inner branch to which it is associated. As a result, the outermost branches typically indicate the problem's root factors. The Ishikawa (fishbone) diagram of this paper is shown in Fig. 2.

The interviewers examined and rated the 28 SQ factors based on their travel and service experience at passenger ferry service (Table 3).

3.3 Factor analysis

Factor analysis is a collection of methods used to examine how underlying constructs influence the responses on several measured variables [36]. Factor analysis is used for data reduction. A method to reduce or summarize utilizing the small factor and a large number of variables is needed [32, 37]. The Kaiser–Meyer–Olkin test is used in research to assess how unidimensionality scales are used to collect the data [38]. To ensure that the data are sufficient for analysis, the Kaiser–Meyer–Olkin and Bartlett test is performed [39]. Table 3 shows the KMO and Bartlett test for data sufficiency.

The range of the KMO value is 0 to 1. The KMO values in the range of 0.8 to 1.0 show that the sampling is sufficient. KMO values fall into two categories: middling (0.7–0.79) and mediocre (0.6–0.69). When the KMO value is less than 0.6, it suggests that the sampling is insufficient and that corrective action is necessary. The factor analysis results will definitely not be well suited for the data analysis if the value is less than 0.5 [40,41,42]. From our result in Table 3, our sampling size is sufficient for factor analysis.

3.4 ANOVA analysis

One-way analysis of variance (ANOVA) is done to examine the relationship among the variables [43]. If the ANOVA value greater than 0.05 denotes that mean differences are not statistically significant. All the data can be considered in the analysis as a whole [44]. The ANOVA analysis in Table 4 denotes that all the factors aren’t statistically significant as the ANOVA test value is more than 0.05 [43, 44].

3.5 Data analysis

To estimate the relative relevance of the various passenger ferry SQ factors, the RII approach is applied. The Relative Importance Index (RII) is a research technique for determining the relative weight or priority of several variables or factors in the explanation of a given occurrence or outcome. It is frequently applied in areas like decision-making, marketing, and social sciences. The Relative Importance Index has several methodological benefits, including clarity, adaptability, reduction of multicollinearity, weighted consideration, interpretability, robustness, integration with stakeholder input, and decision support. In transportation engineering, the Relative Importance Index is a useful technique for organizing projects into priority lists, allocating resources optimally, and making defensible choices that increase the effectiveness, safety, and sustainability of transportation systems. It allows transportation experts to take into account a variety of criteria while making sure that the most important elements of transportation planning and management are given the attention they deserve from the limited resources available. Equation 1 is used to calculate RIIs for each factor [37, 45,46,47].

where,

RII = Relative Importance Index.

W = Respondents' weighting of each factor (ranging from 1 to 5).

A = Highest weight.

N = Total Number of Respondents.

The SQ elements were more significant the higher the RII score, which varied from 0 to 1 (inclusive). The rankings of the RIIs are then displayed in Table 4. To determine the RIIs of the mean groups, the average RIIs of the components in each group are combined. The average RIIs and group ranks are shown in Table 5.

Table 5 displays the mean RIIs and group rankings based on Tables 4 and 6 shows the top seven most important factors of SQ, and Table 7 shows the seven least important factors of SQ based on Table 4.

4.1 Terminal and route (RII = 0.731)

The terminal and route set of SQ elements has the most significant impact on SQ. Terminal management (RII = 0.798) and Route management (RII = 0.785) are mostly responsible for this.

Terminals frequently lack adequate management. Other than the designated spot, passenger ferries are located elsewhere. To accommodate the most passengers, passengers can occasionally fill the entire terminal. It is difficult for other ferries to dock at the terminal. The majority of passengers aboard the ferry during the summer. The ferry’s owner occasionally boards additional people even when it is full. In the off-season, certain scheduled route ferries cease their operations. Passengers encounter challenges when there is inadequate route management at a specific destination [12].

4.2 Fare and satiety (RII = 0.711)

The second most important factor group is the fare and satiety group, whose two most significant factors are hawker's disturbance (RII = 0.798) and passenger ferry staff behavior (RII = 0.689).

There are two kinds of accommodations available on our passenger ferry service: deck and cabin. Hawkers are seen moving freely in certain deck areas. It is observed that hawkers cross passengers' beds. It is also observed that they incite the passengers to purchase their products. The quality and price of the goods can lead to deceptions and occasionally, barging. The activities of other passengers disturb the passengers.

Our passenger ferry employees are largely illiterate. Also, their monthly income is meager. As a result, they attempt to make extra money dishonestly. At times, they mistreat passengers on the deck and refuse to give seats to those who demand more fair treatment. Passengers are also concerned about their negligence in making cabin reservations. During vacation time, the staff requests a two-fold increase in compensation [48].

4.3 Availability and facilities (RII = 0.694)

After the fare and satiety group, the availability and facilities group is the third important factor group. The two most significant factors are departure and arrival schedule delay (RII = 0.793) and availability of passenger ferry (RII = 0.705).

There are fewer passengers in remote areas when compared to passenger ferry service. The passenger ferry authority occasionally runs fewer vessels or discontinues the service. The majority of travelers prefer bus services for short trips after the Padma Bridge. The quantity of passenger ferries has decreased as a result [37].

4.4 Safety and security (RII = 0.666)

Following the availability and facilities factor group, the safety and security group is the fourth important factor group. Passenger ferry Security (RII = 0.734) and women security (RII = 0.734) are the two most significant factors.

The fog that occurs during the winter makes ferry operations challenging. There are occasionally collisions between two ferries. As a result, even in extremely serious cases, passengers suffer injuries or even pass away. All of the passengers' belongings are kept in plain sight in the deck area. For passengers, pickpockets are a great nuisance.

Women are also concerned about finding a good seat in the deck area. If a woman chooses to sit next to a male passenger, she will feel embarrassed. Because of their belongings, women are also subjected to misconduct by passengers and ferry workers [49].

4.5 Safety in bad weather conditions (RII = 0.621)

The fifth most important factor group is safety during bad weather conditions. The two most significant factors are passenger ferry driver’s skill (RII = 0.673) and passenger ferry condition during peak periods (Eid vacations etc.) with RII 0.613.

Operating a passenger ferry is also difficult during the hazardous season. Small ferries are prohibited from operating by BIWTA. Unmotivated ferry owners continue to operate unfit ferries for profit, even during the summer. This makes passengers fearful for their safety. The ferry driver’s skill level must be adequate in these two scenarios. Passengers may suffer fatal injuries as a result of the ferry drivers' incompetence [22].

4.6 Users satisfaction (RII = 0.613)

User satisfaction is the ultimate factor group that influences SQ. The prominent factors are deck condition (RII = 0.673) and cabin condition (RII = 0.659).

The ferry’s speed, departure, and arrival times, food quality, accessibility to primary care, low cost, adequate sanitation, etc. are the main factors that affect user satisfaction. These amenities are not as frequently offered in our passenger ferry service. To save fuel, the Ferry Authority operates its ferry at a low speed. Additionally unhygienic is the food that the ferry authority provides. Additionally, passengers are concerned about the sanitary facilities [12].

According to the respondents, 24.3% think the service quality of the passenger ferry is very poor, 25.8% think it is poor, 22.3% think it is average, 26.1% think it is good, and 1.5% think it is excellent (Fig. 3).

Overall Service Quality

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Passenger ferry service quality in Bangladesh isn’t upto that level. Passengers aren’t getting the desired service. Passenger ferry service is a cost-effective and comfortable transport system in this country. A variety of factors, including schedule delays, security, hawkers' disruption, terminal management, route management, and women's security, are all part of the complex process of providing quality passenger ferry services.

A flawless passenger experience depends on effective terminal management. Positive first impressions are enhanced by well-designed terminals with efficient boarding procedures, obvious signage, and sufficient amenities. Passenger satisfaction is greatly impacted by the terminals' amenities, accessibility, and cleanliness. The dependability of ferry services is directly impacted by route management effectiveness. Passengers' sense of trust is enhanced by clear route communication, punctuality, and backup plans for unforeseen circumstances. Strategic route planning and well-maintained vessels improve the ferry service’s overall efficiency.

The peace of mind during the ferry ride may be compromised by the noise of hawkers. Maintaining a tranquil atmosphere for travelers while also providing economic opportunities for neighborhood vendors requires careful consideration. Disturbances can be minimized and local businesses supported by implementing vendor-designated areas and regulations. Ferry passengers frequently worry about schedule delays. Minimizing disruptions is facilitated by proactive passenger communication, efficient delay management, and quick problem-solving. To manage expectations and lower passenger dissatisfaction, a clear communication system regarding schedule changes is helpful.

Any ferry service must prioritize keeping passengers safe and secure. A secure environment is produced by using sufficient security measures, such as extensive screening procedures, surveillance systems, and well-trained security staff. To keep passengers confident, security procedures must be continuously assessed and adjusted in response to new threats. To establish a secure and inclusive ferry service, special consideration must be given to women’s security. This entails areas that are watched over and well-lit, personnel that are trained to deal with delicate situations, and awareness campaigns to inform travelers of the reporting procedures. Security measures can be strengthened even further through cooperation with women's safety organizations and local law enforcement.

Passenger ferry service quality can be enhanced if SQ's characteristics or circumstances can be recognized. This work aimed to determine the most significant SQ factors in the passenger ferry service that influence this sector. Through previous studies and interviews with passengers and policymakers in the passenger ferry industry, 28 potential SQ factors are found and grouped into six groups. The Ishikawa (fishbone) diagram is used to display these groupings of SQ factors. The researchers then measured the relevance of SQ factors and established the ordering of elements and groups based on their level of SQ satisfaction. This goal is accomplished by analyzing the results of interviews. All factors and groups are ranked using the computed RIIs. The paper focused on the most important characteristics and groups associated with SQ. Ranking results determine the most and least important elements and categories. Most four SQ groups that influence the passenger ferry service quality are given below, and recommendations are given on how to improve these SQ groups.

The suggestions listed below can be taken to enhance passenger ferry SQ in light of past findings.

1. 1.

   According to RII analysis, the terminal and route are the most significant groups (RII = 0.731) and need more attention. Competent management of the terminal is required for better service quality. Concerned authorities should make sure that the terminal is sufficiently safe. The passenger ferry of various routes should be well-organized at the terminal. The terminal authorities should also ensure that no more passengers than the passenger ferry capacity are picked up and that all passenger ferries depart on time.

2. 2.

   Fare and satiety are the second most influencing variables (RII = 0.711). Various hawkers ramble around the passenger ferry, notably in the deck section, from the evening to the eve of the passenger ferry departure. On the passenger's bed, they stroll barefoot. They also charge travelers an additional fee and sell low-quality goods and foods. Controlling hawker disturbances can improve the passenger ferry service quality.

3. 3.

   Most of the passenger ferries use wooden stairs for passenger boarding and un-boarding. This type of wooden stair sometimes doesn’t have any handle or support for the passengers. This type of stairs sometimes causes an accident for passengers, especially women and children. Improving the stair can also enhance the service quality of the passenger ferry.

4. 4.

   Availability and facility are the third influencing group (RII = 0.694). Most of the time, the passenger ferry doesn’t have proper route management. Sometimes few passenger ferries don’t stop at some terminals for a few passengers. Also, one route’s passenger ferry is operated to another route which causes a dilemma for the passengers. Proper route management can increase the service quality of the passenger ferry.

5. 5.

   Safety and security are the fourth influencing group (0.666). Most passenger ferries are operated with one or two Ansar (Low-level Law enforcement agencies), which isn’t adequate for the passengers. As a result, several unusual occurrences occur, like pick-pocketing, snatching ornaments, etc. Increasing the adequate number of law-enforcing manpower can improve overall passenger ferry service quality.

In the passenger ferry service, women are the main victims of harassment. Especially in the deck section, there are no particular spaces for them. Most of the time, they need to place their bed beside an unknown man or sometimes find it difficult to place their bed beside a woman. Moreover, their valuable things, such as mobile phones, ornaments, etc., are stolen by pick-picketers. Assigning particular spaces for women and ensuring proper safety passenger ferry service quality can be improved.

Improving the above findings, stakeholders and policymakers can increase the service quality of passenger ferry service and provide a safe transportation system. The provision of safety, guidance, and sanitation to passengers is one way that authorities can enhance the quality of the terminal. One issue that passengers in certain terminals worry about is the absence of law enforcement [29]. Additionally, the management of hawkers is a crucial issue. It is important to protect passengers' privacy [31]. For the hawkers, they require a specific area. Proper communication of travel information is necessary [27]. The passengers should be appropriately informed of any trip cancellations. Adequate law enforcement agencies ought to be available to prevent pick-pocketing and similar situations [33]. Despite these interesting findings, this study has certain limitations. Most of the respondents are collected from the Dhaka passenger ferry terminal. This study represents the results from the perspective of passengers' responses. To know the influence of their internal relations other study methods can be adopted. Further study can be done for individual segments; terminals, safety issues, management issues, etc. Similar studies can be performed on passenger ferry-specific routes such as Dhaka-Barishal, Dhaka-Patuakhali, Dhaka-Bhola, etc. As few currently operate day services, studies can also be conducted for other routes for better service quality for day services.