Open AccessIDENTIFYING KEY FACTORS OF COMMUTER TRAIN SERVICE QUALITY:AN EMPIRICAL ANALYSIS FOR DHAKA CITY
Author(s) -
Anika Nowshin Mowrin,
Md. Hadiuzzaman,
Saurav Barua,
Md. Mizanur Rahman
Publication year - 2019
Publication title -
malaysian journal of civil engineering
Language(s) - English
Resource type - Journals
ISSN - 1823-7843
DOI - 10.11113/mjce.v31n2.568
Subject(s) - transport engineering , adaptive neuro fuzzy inference system , service quality , toilet , computer science , mean squared error , sample (material) , service (business) , engineering , fuzzy logic , statistics , mathematics , business , artificial intelligence , fuzzy control system , marketing , chemistry , chromatography , waste management
Commuter train is a viable alternative to road transport to ease the traffic congestion which requires appropriate planning by concerned authorities. The research is aimed to assess passengers’ perception about commuter train service running in areas near Dhaka city. An Adaptive Neuro Fuzzy Inference System (ANFIS) model has been developed to evaluate service quality (SQ) of commuter train. Field survey data has been conducted among 802 respondents who were the regular user of commuter train and 12 attributes have been selected for model development. ANFIS was developed by the training and then tested by 80% and 20% of the total sample respectively. After that, model performance has been evaluated by (i) Confusion Matrix (ii) Root Mean Square Error (RMSE) and attributes are ranked based on their relative importance. The proposed ANFIS model has 61.50% accuracy in training and 47.80% accuracy in testing. From the results, it is found that 'Bogie condition', 'Cleanliness', ‘Female harassment’, 'Behavior of staff' and 'Toilet facility' are the most significant attributes. This indicates that some necessary measures should be taken immediately to recover the effects of these attributes to improve the SQ of commuter train.