Factors Attribute to the Railway Services in Bangladesh - DUET

DUET Journal 101 Volume 5, Issue 1, June 2019

Factors Attribute to the Railway Services in Bangladesh: A Typical Example of Joydebpur Railway Station

Md. Rakibul Islam*, Md. Mehedi Hasan and Md. Kamal Hossain

Department of Civil Engineering, Dhaka University of Engineering & Technology, Gazipur, Bangladesh

ABSTRACT

The study is conducted to identify the key attributing factors of Joydebpur Railway Station, Bangladesh through a stated preference survey among 1000 passengers. The study is exploratory in nature and uses factor analyses to identify the controlling attributes that affect the customer satisfaction. Based on weighted average scores and factor ranks of 24 indicators, the overall rating (2.169 out of 5) was found to be very poor. Among the attributing factors toilet facility, drinking water availability and level crossing safety possessed the worst condition and other services were comparatively in fair condition. The outcomes and recommendations of this paper can take a momentous contribution for the concerned authority to reframe railway service quality structures by appraising the present status of services at this station.

Keywords: Railway station, service quality, performance evaluation, attributing factors, passenger perceptions.

*Corresponding author’s email: [email protected]

1. InTRoduCTIon

Transportation is the process of relocating people and goods from one location to another [1]. For moving from one location to another, human beings prefer the best transport modes which are most productive and efficient [2]. The efficiency of a particular transport mode is always dominated by some specific factors and these factors also play a strong role to maximize the passenger’s satisfaction. For a developing country like Bangladesh, these factors are rarely taken into consideration during planning and designing the transport infrastructures [3]. In Bangladesh, Railway is the one of the most widely used mode of transportation, and at present on an average of 65 million passengers travels through railway per year and about 60000 employers are engaged in railway to afford their livelihood [3]. Also, different types of commercial products are transported through railway in a large scale for its cheap rate. Thus, by carrying a huge number of passengers, rendering services to tourists, creating job opportunities for marginal people in developing country like Bangladesh and fostering trade and commerce, Bangladesh Railway (BR) is playing a significant role in the national economy.

One the other hand, due to the rapid growth of population, road traffic are increasing at a prodigious rate resulting in intolerable traffic congestion and safety hazards [4]. This brings fortune for railway to become more popular mode of transport by attracting the passengers from other modes through quality services. Hence, the desired services in railway have become a crucial factor to beat the other modes. Generally, service quality is concerned with

knowing the customers, developing services to meet the customer’s needs, administrating the service production and delivery progression to maximize the customer’s satisfaction [5]. Customer perceptions of service quality are moreover influenced indirectly by broader decision- making issues such as managerial structure, attitude, and corporate culture. Again, liberalization and internationalization make way to achieve success through quality service. More importantly, satisfaction and service quality are often aggregated together as functions of customer‘s perceptions and expectations [6]. Therefore, railway services can be the best mode of transport by ensuring the minimal requirements through the fulfillment of the passenger’s desire. Hence, the assessment and improvement plans of railway service should be measured from customers’ view point [7]. This paper is an attempt to put forth the role of service quality in influencing customer satisfaction in the context of railway services, with special reference to Joydebpur Railway Station of Bangladesh Railways. The main aim of this study is to determine the passenger’s satisfaction with the present service quality of the station as well as to identify the main factors which really affect the service quality.

2. LITERATuRE REVIEW

A number of quality studies have been conducted to assess the service quality of the public transport and particularly, many researchers have focused to find out the factors associated with the satisfaction of the users of railway services. Eboli and Gabriella (2012) studied

Factors attribute to the railway services in bangladesh: a typical example oF Joydebpur railway station


the passenger perception about railway service based on Structural Equation Model (SEM) and identified about 33 attributes after analyzing data for almost 1600 passengers in several stations of northern Italy. Their model reveal that punctuality, regularity, and frequency of runs, and cleanliness have the highest positive effect on service quality [8]. Githui et al. (2010) studied customer satisfaction on urban public transport in developing countries like Kenya through SEM and found that safety and travel cost mostly affected overall customer satisfaction [9]. In the south Asia, Yusoff et al. (2019) reviewed the customer satisfaction criteria of railway stations in Malaysia and identified different attributes e.g., safety and security, maintenance, comfortability, physical facilities, accessibility, environment, and more issues those cause the user to choose the private vehicle as transport for daily use [10]. Specifically in the Indian sub-continent, Anbupriya and Subadra (2017) tried to find out passenger satisfaction both in train and station at southern part of India by pilot survey and concluded that poor toilet maintenance and late arrival of train are causing inconveniences to the public [11]. Anuradha (2014) studied on the passenger service in train base on 7 distinct factors in Indian Railway [12]. He found that comfort, tangibles, and assurance is the most important fact that affects customer service through statistical process and recommended passenger awareness in using train.

Although a number of studies have been done on passenger’s satisfaction on railway services, a few studies in Bangladesh have dealt this issue clearly. Rahaman and Rahaman (2009) studied the southeastern rail network in Bangladesh and developed a passenger satisfaction model. Although they found 8 factors affecting passenger service among 22 distinct attributes, there is no indication of accuracy and scientific base of their model [13]. Again, Hossain and Islam (2010) attempted to understand and examine the factors influencing the passengers satisfaction in the Bangladesh Railway Platforms and identified six factors i.e., behavior, security, refreshment, lighting, information and basic facilities as important to define customer satisfaction [14]. However, the studies have only focused on platforms, not the overall service quality of railway services. Islam et al. (2018) tried to point out the attributes those are consequential in affecting the user satisfaction, however, they did not use any authentic model or also avoid performing any rigorous analyses [15]. Mowrin et al. (2019) developed a model for customer satisfaction in commuter trains running near Dhaka city using an Adaptive Neuro-Fuzzy Inference System (ANFIS) model [16]. Though their model is developed for developing countries, data collected to build this model is from a specific group of user and model accuracy is 47.80%, which rarely resembles the actual field scenario. From the previous literature it is clear that though a number of researches on railway services have been carried out in

developed country but only a few studies has been carried out on railway services in Bangladesh especially no study has been carried out on Joydebpur Railway station which has motivated the authors to conduct this study.

3. STudY AREA And METHodoLoGY

The study was carried out in Joydebpur railway junction which is located in Gazipur district of Dhaka division, Bangladesh and its’ co-ordinate is 23.9999˚N and 90.4203°E. To connect the eastern part of the Bangladesh railway system to the western part, this is the only one junction station. There is only 40 km distance between Dhaka to Joydebpur. A large number of people have to go either Dhaka to Joydebpur or Joydebpur to Dhaka for different purposes. Trains come to this station from major divisional and major cities like Dhaka, Khulna, Rajshahi, Dinajpur, Lalmonirhat, Mymensingh, Rangpur, Panchgor and many other important cities. To carry out this study, first of all we performed a preliminary survey on 100 passengers engaging different occupations such as students, teachers, shopkeepers, service holders, farmers, guards, railway porters, housewives, visitors, garment workers and in a word all sorts of passengers from different occupations. On the basis of their opinions, we designed the final questionnaire survey. The survey was carried out in 2 months from January 6, 2019 to March 5, 2019 employing four surveyors. The respondents were asked to mark on the different service attributes from 1 to 5 rating scale i.e., 1 for very poor, 2 for poor, 3 for fair, 4 for good, and 5 for excellent [15], [17]. The survey was done on different locations of the stations under a rigorous supervision and direction of the team leader.

4. dATA AnALYSIS And RESuLTS

This research work applies the qualitative and quantitative analyses to evaluate the customer satisfaction. The Joydebpur Railway Station of Bangladesh was considered due to availability of representative passengers from different parts of the country using various type of passenger trains. Based on a questionnaire survey of 1000 passengers, the study tried to find out the present service quality of railway including the station and inside the train.

Table I shows the Passenger Profile by Nationality at Joydebpur Railway Station. Several figures have been depicted to explain the inherent scenario.

Fig.1 shows that majority of the passengers passing this station are Male (84.5%) compared to Female (15.5%). This indicates that female passengers feel discomfort or insecurity to travel by train.



The predominant age-range of Bangladeshi train passengers found from the study was in between 18 to 30 age (62.8%), which indicates facility to travel by travel for child, teenagers, and old people needs to be improved.

A closer analysis of the data reveals that student (42.1%), local businessmen (11.9%) and service holder (23%) who live outside the capital of Bangladesh, Dhaka use dominantly railway compared to the other professions.

42.1

23

8.3

11.9

5.7 4.44.6

Occupation Student Service holder ProfessionalsBusinessman Daily Labor FarmerHousewife

Fig. 3: Passengers’ occupation.

The percentage of financially solvent people and disabled people are negligible from the perspective of using rail as a mode of transport by occupation. Income assessment shows that low income group (whose income are less than 8000 BDT) prefer more to travel by train (44.2%), while moderate or high-income group (whose income are greater than 25,000 BDT) loathe to travel by train.

Table I: Passenger Profile by Nationality at Joydebpur Railway Station

demographic Classification Passenger profile %

GenderMale 84.5

Female 15.5Total 100

Age

18-30 62.831-40 26.541-50 8.9>50 1.8

Total 100

occupation

Student 42.1Service holder 23Professionals 8.3Businessman 11.9Daily Labor 5.7

Farmer 4.4Housewife 4.6

Total 100

Income Level

<8,000 Tk 44.28,000 - 15,000 Tk. 23.816,000-25,000 Tk 16.526,000-40,000 Tk 9.2

>40,000 Tk 6.3Total 100

Travel Frequency

1-4 Visit 43.45-10 visit 29.011-20 visit 13.7>20 visit 13.9

Total 100

62.8

26.5

8.91.8

Age18-30 31-40 41-50 >50

Fig. 2: Passengers’ age.

84.5

15.5

Gender

MaleFemale

Fig. 1: Passengers’ gender ratio.



44.2

23.8

16.5

9.26.3

Income Level<8,000 Tk 8,000-15,000 Tk

16,000-25,000 Tk 26,000-40,000 Tk

>40,000 Tk

Fig. 4: Passengers’ income level.

Travel frequency has been maximum (43.4%) for the 1-4 visits, which indicate that majority of the passengers travelling by train are either unwilling or forced to travel by train in emergency. Whereas, 13.9% passengers are traveling by train almost daily. A close interview with these group reveals that most of them are service holders. Since they can’t afford their livelihood in Dhaka, they live in Gazipur (living cost is much less compared Dhaka) and go to office daily by train ti save money (since train fair is less) and to avoid tremendous traffic congestion on road.

43.4

29

13.7

13.9

Travel frequency1-4 Visit 5-10 visit 11-20 visit >20 visit

Fig. 5: Passengers’ Travel frequency.

The survey data has been analyzed by score method to evaluate the passengers’ level of satisfaction. The respondents marked the different service attributes as 1 for very poor, 2 for poor, 3 for fair, 4 for good, and 5 for excellent. Fig. 6 shows the attribute score determined by score method based on Passenger’s Satisfaction for all the factors.

Using this method, it has been found that 56% passengers marked level crossing safety as very poor, 27% as poor, 12.5 % as fair, 2.9% as good and only 1.6% marked it as excellent. The overall score (1.671) implies that this level crossing is very unsafe for the passengers intended to use this railway station and also, for the pedestrians and vehicles which are using this facility.

In case of main road suitability to approach the station, 34.2% passengers expressed this service was very poor, 39.6% gave their opinion as poor, 19.9% expressed it as fair, 4.6% told it was good and only a 1.7% told that it was excellent. The overall (2) implies that this service attribute is in poor service condition.

In case of ticket collecting line performance, 29.4% passengers told this service was very poor, 42.5% told it was poor, 22.1% told it was fair, 4.3% told it was good and only a 1.7% told it was excellent. The overall (2.064) implies that the ticket collecting line performance is not up to the expected level.

In case of mentality of the ticket counter staffs to provide service, 23.5% passengers told that this service quality was very poor, 33.8% told it was poor, 32.2% told it was fair, 8.3% told it was good, however 2.2% passengers told it was excellent. The overall score (2.319) implies that the mentality of the ticket counter staffs to provide service is not that much satisfactory.

In case of ticket price, 7.9% passengers told that this service is very poor, 24% told it was poor, 43.9% told it was fair, 20.8% told it was fair and 3.4% told it was excellent. However, the overall score (2.878) implies that the ticket price is close to fair to satisfy the customers. However, some passengers raised questions that expressway ticket price is comparatively high to travel from Joydebpur to Dhaka.

In case of ticket fairing activity, 36.3% passengers told that this service is very poor, 38% told it was poor, 19.9% told it was fair, 3.9% told it was fair and 1.9% told it was excellent. However, the overall score (1.971) implies that the ticket fairing activity in this station is in severe condition and staffs are involved in illegal ticketing.

In case of E-ticketing, 19.9% passengers told that this service is very poor, 28.1% told it was poor, 31.8% told it was fair, 15.1% told it was fair and 5.1% told it was excellent. However, the overall score (2.574) implies that this service is getting close to be fair but during religious festival and big occasions, general can’t buy ticket using online platform.

In case of illegal establishment within the station area, 33.5% passengers told that this condition was very poor, 42.4% told it was poor, 20.3% told it was fair, 2.8% told it was fair and 1% told it was excellent. The overall



score (1.954) implies that there are hundreds of illegal establishments within the boundary of the railway station and passengers face any unexpected incidents during going in front of these establishment.

In case of illegal shops and markets at the station, 26.8% passengers told that for this the service is very poor, 37.8% told it was poor, 26.9% told it was fair, 6.9% told it was fair and 1.6% told it was excellent. However, the overall score (2.187) implies that the presence of illegal shops hampers the customer’s satisfaction and force them to buy products with higher price.

In case of floating people in the station , 43.8% passengers told that due to presence these types of people the service quality is getting worse and they marked it as very poor, 36.3% told it was poor, 14.9% told it was fair, 3.3% told it was fair and 1.7% told it was excellent. The overall

score (1.828) implies that the presence of floating people in the station affects the customer’s satisfaction and their presence is undesirable to the passengers.

In case of food and soft water availability, 39.5% passengers told that this service is very poor, 31.9% found it poor, 21.3% told it was fair, 6.3% told it was fair and 1% told it was excellent. The overall score (1.974) and field investigation implies that hygienic food and pure water is quite a rare thing within the station.

In case of drinking water availability, 59.3% passengers told that this service is very poor, 27.3% told it was poor, 9.5% told it was fair, 2.9% told it was fair and 1% told it was excellent. The overall score (1.59) implies that there is no drinking water facility within this station by railway authority.

1.67

1

0 0 0 0

1.97

1

0

1.95

4

0

1.82

8

1.97

4

1.59

0 0 0 0 0

1.93

8

0

1.51

3 1.79

1.70

6

0 00

2 2.06

4

2.31

9 2.87

8

0

2.57

4

0

2.18

7

0 0 0

2.28

4 2.74

1

2.22

8 2.78

2

0

2.07

8

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2.58

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2.23

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3.15

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Attribute Score based on Passenger’s Satisfaction

very poor Poor Fair Good Excellent

Fig. 6: Attribute Score based on Passengers’ Satisfaction.



In case of information scope, 24% passengers told that this service is very poor, 36.9% told it was poor, 27.6% told it was fair, 9.7% told it was fair and 1.8% told it was excellent. The overall score (2.284) implies that this service is no designated place or staff to get the information and passengers are not satisfied with their service.

In case of train time schedule looking facility, 10.7% passengers told that this service was very poor, 29.7% told it was poor, 38.5% told it was fair, 17% told it was fair and 4.1% told it was excellent. However, the overall score (2.741) implies that this service is close to fair condition.

In case of announcement facility, 6.4% passengers told that this service is very poor, 21.3% told it was poor, 33.9% told it was fair, 27% told it was fair and 11.4% told it was excellent. However, the overall score (3.157) implies that this service is in a good condition at this station.

In case of exactness of train approach, 20.9% passengers told that this service is very poor, 43% told it was poor, 30.3% told it was fair, 4% told it was fair and 1.8% told it was excellent. The overall score (2.228) implies that the trains poorly maintains its exact schedule. Field survey revealed that there is only a single line to connect with the northern part of Bangladesh and also to connect with Dhaka, there is a single track up to Tongi railway junction. This basically creates problem to run multiple trains in same time. Thus, it has been found that passengers feel very disgusted with this situation and they feel, adding extra track to run multiple trains in same time will ameliorate the condition. Another points to be noted here is that there is digital time schedule showing option in this station. Hence, people sometime get confused especially when they miss the announcement.

In case of train departure performance, 11.9% passengers told that this service is very poor, 25.3% told it was poor, 40.9% told it was fair, 16.5% told it was fair and 5.4% told it was excellent. However, the overall score (2.782) implies that the trains depart this station without producing significant unnecessary delay to the passengers.

In case of women safety in this station, 35.8% passengers told that this service is very poor, 39.6% told it was poor, 20.3% told it was fair, 3.6 % told it was fair and 0.7% told it was excellent. The overall score (1.938) implies that there is a little safety for women at this station.

In case of pick pocketing activity, 32.5% passengers told that this service is very poor, 35.8% told it was poor, 24.4% told it was fair, 6 % told it was fair and 1.3% told it was excellent. The overall score (2.782) implies that

pick pocketing activity is a common affair at this station.

In case of toilet performance, 61.8% passengers told that this service is very poor, 28% told it was poor, 8.2% told it was fair, 1.1% told it was fair and 0.9% told it was excellent. The overall score (1.513) implies that the toilet facility is in worsts condition at this station. Field investigation revealed that actually there is no toilet facility for the passengers from railway authority. Women suffers most while using this station, especially when trains makes significant delays.

In case of train sufficiency, 43.3% passengers told that this service is very poor, 38.9% told it was poor, 14% told it was fair, 3.1% told it was fair and 0.7% told it was excellent. The overall score (1.79) implies that the number of trains passing this station are truly insufficient compared to the number of passengers.

In case of car parking facility, 49.7% passengers told that this service is very poor, 33.4% told it was poor, 14.1% told it was fair, 0.6 % told it was fair and 0.7% told it was excellent. The overall score (1.706) implies that the car parking facility at this station is very poor.

In case of moving facility from one platform to another, 19.2% passengers told that this service is very poor, 30.4% told it was poor, 30% told it was fair, 13.5 % told it was fair and 6.9% told it was excellent. The overall score (2.585) implies that this service facility is close to be fair. However, there is a special field observation. There is a foot over bridge in the south corner of the station, but passenger get their entry into the station from south corner. Hence, they hardly use this facility. Another problem is that there is a security risk to use this facility, since, hijackers, drug addicted people make crowd on this foot over bridge.

In case of waiting room facility, 25.2% passengers told that this service is very poor, 37.1% told it was poor, 28.3% told it was fair, 7.8 % told it was fair and 1.6% told it was excellent. The overall score (2.235) implies that waiting room is in poor condition. Field investigation revealed that it is a very tiny and small room and it can never accommodate the large number of passengers using this station daily basis.

Finally, the overall attribute score of the studied station was found to be 2.169, which implies that most of the factors are in poor condition and the passengers are tremendously affected with the service provided by the Bangladesh Railway. Fig. 7 shows the pictorial representation of the attributing factors at the Joydebpur railway station.



(a) Unsafe Level Crossing (b) Illegal Establishments

(c)Ineffective Foot Over Bridge (d) Analog Time Scheduling

(e) Poor Boarding and Alighting Facilities (f) Insufficient Number Of Train



5. ConCLuSIonS And RECoMMEndATIonS

The main objective of this study was to assess and identify the service quality attributes that affect the passenger’s satisfaction of a railway station in the developing countries like Bangladesh and to sort them to emphasis the measures need to be taken to improve that particular attribute to enhance overall quality. Details analyses of the passenger’s perception data show that only announcement facility has received attribute score of above 3 and the passengers are fairly satisfied with this facility. However, attribute score for rest of the parameters are below 3, which allude the poor service quality of the station. Particularly, safety at the level crossing, fairness during selling and distribution of ticket, illegal establishments within the boundary of the station, huge number of floating people living the platform and within the boundary of the station, facility of food, beverage and drinking water at the station, safety for women, absence of toilet facility within the station boundary, inadequate train numbers compared to passengers and car parking facility at the station yard receives very poor score. Toilet facility (1.513), drinking water availability (1.59), level crossing safety (1.671) are really disappointing. The overall attribute score of the Joydebpur Railway station was found to be 2.169, which indicates the station is performing very poorly and the passengers are dissatisfied to a great extent with the present state of services.

On the basis of the study outcomes, some recommendations are put forward to improve the overall quality of BR especially for Joydebpur Railway station. Significant numbers of toilets should be constructed as soon as possible, and BR should take steps to arrange pure drinking water facility within the station. Since

the adjacent level crossing is very hazardous, immediate steps should be taken to increase direct approach roads to the station or station could be relocated since it lacks in proper approach roads and its’ existing location isn’t that much suitable. Again, a dual/ multiple line from Dhaka to Joydebpur is required to ensure smooth flow and reduce delay of the trains. Since, there is acute problem of car parking space, illegal establishments should be removed to make space for car parking and utilize these spaces for beautification purpose. To ensure womens’ safety and general people security, legal steps should be taken to make the station free from drug addicted, hijackers and other illegal activities. Since the behavior of the railway staffs are not up to the mark, BR should take steps to train them properly and urge them to behave professionally. Regular investigations should be made to check ticket price, distribution and its’ affordability to mass people. Particularly, the administration of the Joydebpur administration should smooth intra-platform movement of the passengers by constructing the foot over bridge in a convenient position and also, take immediate steps to enhance comfortable ambience and space in waiting room. Finally, since rail has the potential to carry mass number people in a short time, BR should take steps to increase the number of trains and make it popular to the general people. In this study only Joydebpur station has been considered. Similar studies can be conducted in other railway stations across the country. This will help relevant authorities to understand the service quality of railway transportation in Bangladesh. It will also help the decision makers and experts to visualize the actual situation and thereby to take necessary steps in making Bangladesh Railway more popular and profitable.

(g) Poor Parking Facility (h) Waiting Room

Fig. 7: Pictorial representation of attributing factors at the railway station.



ACKnoWLEdGMEnT

The authors would like to express thanks to the office of the Director (Research & Extension) of Dhaka University of Engineering & Technology (DUET), Gazipur and University Grants Commission of Bangladesh (UGC) for their financial and logistic supports.

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Factors Attribute to the Railway Services in Bangladesh - DUET

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