Abstract: The purpose of this research is to determine how service quality influences the likelihood that passengers will repurchase tickets for intercity travel in Bangladesh. This study uses service quality model (SERVQUL) [1985] that firms use to measure and improve the quality of their services. According to the framework, a service provider must be able to provide five critical elements of service: reliability, responsiveness, tangibility, assurance, and empathy. Five hundred frequent intercity travellers participated in a physical survey during the first quarter of 2023. The research strategy employs an SPSS-based regression analysis. The study finds that all the five dimensions of SERVQUAL model, i.e., tangibility, reliability, responsiveness, assurance, and empathy have statistically significant positive impacts on repeat ticket purchase intention. Reliability, responsiveness, and empathy play a role, but the most important factors in determining whether or not a customer will buy tickets again are tangibility and assurance. Concerning limitations, we polled travellers from Dhaka (the capital) to the other six divisional cities. In addition, we have polled passengers from the six largest bus service providers. Results may vary depending on which bus provider is used or which route is taken. This study may be useful in assisting bus service providers in comprehending the key elements that influence ticket repurchase intentions.
Asaf-Ud-Daula, S. M. Rifat Hassan, and Md. Azzajur Rahman (2023). Impact of Service Quality on Passengers’ Ticket Purchase Intention: A Study on Intercity Bus Services in Bangladesh. International Journal of Research Publication and Reviews, 4(5), 613—621. ISSN: 2582-7421. DOI: 10.55248/gengpi.234.5.38335