Service Quality and Factors Influencing the Adoption of Water Taxi Service in Hatirjheel, Dhaka

Abstract

Dhaka, one of the most congested cities in the world, faces severe transportation challenges due to its heavy reliance on road networks. In response, RAJUK introduced a water taxi service in Hatirjheel and Gulshan Lake in 2016, initially for recreational purposes but now also used for commuting. This study evaluates the current use, service quality, and key factors influencing the adoption of this service. Using the SERVQUAL model and One-way ANOVA, the study assesses service quality, while Exploratory Factor Analysis (EFA) identifies key influencing factors. Findings indicate that the overall service quality is poor, with a significant gap between expected and perceived service levels. However, service quality is rated fair among individuals aged 45 to 60 and businessmen. The study identifies three primary factors influencing user adoption: traffic congestion, comfort, and travel time. While respondents most frequently cited travel time as a key factor, EFA suggests that traffic congestion has the strongest impact on user preference. This highlights that while users seek quicker travel, their primary motivation is avoiding road congestion. The findings emphasize the need for service improvements to enhance user satisfaction and increase adoption. Addressing concerns related to comfort, travel time reliability, and congestion relief could make the Hatirjheel water taxi service a more effective urban transport solution. Future research should explore additional factors such as pricing, environmental benefits, and policy interventions to optimize water-based transportation in Dhaka.