Assessment of perceived service quality in marine passenger vessel using structural equation approach

Abstract

This study is an attempt to model the causal relationship between overall perceived service quality (SQ) and SQ variables of marine passenger vessel operating in different inland routes of Bangladesh, using Structural Equation Modeling (SEM) approach. Individual passenger specific observations are used for modeling. It reflects passenger demand on overall SQ through their perception about marine passenger vessel SQ variables. To identify the structure that suits marine passenger vessel data, five structural equation models were developed using 20 SQ variables important for user satisfaction from 964 questionnaires. Best among the developed empirical models is selected by different goodness-of-fit values and consistency with real life expected scenario. With best model, this study examines significance of each variable on overall perceived SQ. Out of three endogenous variables in the best model, „Fitness of Passenger Vessel‟ is found to have the greatest influence on the marine passenger vessel SQ. While among seventeen exogenous variables, „Catering Service‟ is found to have greatest influence on the overall perceived SQ. The study findings support the data collected from the marine passenger vessel users. This research also revealed unobserved latent aspects representing the characteristics of the service. With stated preferences, unobserved latent aspects describing the service and the relationships between these aspects with the overall perceived SQ are analyzed. The best model is found with a latent variable „System Performance‟, which represents the entire set of physical and service performance elements of the marine passenger vessel. These outcomes may help the marine passenger vessel owner in a way to determine which variables are crucial for SQ and their relation with overall perceived SQ by passenger. Understanding SQ variables, influencing passenger perception makes it easier to design and deliver service.