E-Service sector “`Pathao” and its impact on Customer Satisfaction regarding the

necessities of Service Quality Dimensions.

MKT627
Services Marketing

Submitted to
Dr. Shaikh Rafiqul Islam
 Submitted By

Team Audacious
Name ID

Farita Binte Hassan 193 5089 060

Mohtasim Rakin 193 5262 660

Rakibul Hasan Shovon 201 6554 660

Md. Mahbubul Hoque Ayan 211 5039 660

Nobonita Zaid Chowdhury 211 5113 660

Parsha Sanjana Chaklader 202 5179 660

 Introduction

• Ride sharing
• Food Delivery
• Courier
• SuperApp Model
 Objectives

 Diagnose the service quality dimensions of Pathao

 Analyze the effects of service quality dimensions on customer satisfaction of
Pathao
 To call to attention about how the customers rate the service quality
dimensions
Industry Analysis
 SWOT Analysis of Pathao

STRENGTHS WEAKNESSES OPPORTUNITIES THREATS

• Low Fixed • Weight and Service • Increasing Internet • Government

Investments Barriers Penetration Regulation
• Dynamic Pricing • Highly Dependent • Gender Diversity • Low Margin
• Smart Technology on Manpower Inclusion • Customer
• Leading • Highly Dependent • Poor Government Retention
Competitor on Technology and Transport
Internet
• Caters to Specific
Areas
 SWOT Analysis of Uber

STRENGTHS OPPORTUNITIES THREATS

WEAKNESSES
• Brand name • Increasing internet
• Highly Dependent • Government
• International penetration
on Manpower Regulation
Market • Gender diversity
• Highly Dependent • Scarcity of Drivers
• Smart Technology inclusion
on Technology and • Customer
• Leading Company • Poor Government
internet Retention
Transport
• Unpredictable • Price Hike
• New Market
Employee Behavior
Segment
 Customer Satisfaction
• Leading indicator for measuring customer loyalty and retention
• Identifies unhappy customers
• Reduce customer losses and negative word of mouth
• Increase revenue
 5 Dimensions of Service quality of Pathao

Reliability
 Data Source

 Primary Data Source

Collected through google survey form

 Secondary Data Source

Newspapers, journals, fleet websites etc.

 Methodology
Study population included people who have
Population
travelled with Pathao in Bangladesh and above
age 16
The study was carried out for a period
of 1 month from November 29, 2021 Timeframe of Study
to December 29, 2021

Data Collection Circulated questionnaire via Google Forms

We collected a sample size of 30; taking

Sample
one-week time for data collection
We used convenience sampling method
Initial Phase: Used data and descriptive statistics
from summary of Google form
Next Phase: We used Regression Analysis to
Data Analysis analyze the effect of the service quality
dimensions on customer satisfaction
 Demographics of the Survey Sample
Gender of the Respondents Age of the Respondents
10.00% 3.30%
33.00%
16-20 Years
Male 20-30 Years
Female 31 or Above

67.00%
86.70%

Gender Age

Occupation of the Respondents Family Income of the Respondents

13.30
%
33.30%
20,000-40,000 Taka
Job-holder 43.30% 40,000-70,000 Taka
Businessman 70,000-1,40,000 Taka
26.70%
Students 1,50,000 or Above
60.00%

6.67%
16.70%

Profession Family Income

Descriptive Analysis
Mean and Standard Deviation

Graph on Mean and Standard Deviation

 Correlation Analysis

Trustworthiness Responsiveness Reliabilty Empathy Tangibility Customer satisfaction

Trustworthiness Pearson Correlation 1 .621** .703** .728** .632** -.181

Sig. (2-tailed) .000 .000 .000 .000 .338

N 30 30 30 30 30 30
Responsiveness Pearson Correlation .621** 1 .645** .768** .638** .147

Sig. (2-tailed) .000 .000 .000 .000 .437

N 30 30 30 30 30 30
Reliability Pearson Correlation .703 **
.645 **
1 .627 **
.560 **
.118

Sig. (2-tailed) .000 .000 .000 .001 .536

N 30 30 30 30 30 30
Empathy Pearson Correlation .728** .768** .627** 1 .609** .010

Sig. (2-tailed) .000 .000 .000 .000 .957

N 30 30 30 30 30 30
Tangebility Pearson Correlation .632** .638** .560** .609** 1 -.314

Sig. (2-tailed) .000 .000 .001 .000 .091

N 30 30 30 30 30 30
Customer satisfaction Pearson Correlation -.181 .547** .618** .510** -.314 1

Sig. (2-tailed) .338 .001 .000 .001 .091

N 30 30 30 30 30 30
**. Correlation is significant at the 0.01 level (2-tailed).
Table on the Correlation between 5 Service Quality Dimensions
 Regression Analysis

Model Summary

Model R R Square Adjusted R Square Std. Error of the Estimate

1 .632a .399 .274 .68572

a. Predictors: (Constant), Tangibility, Reliability, Empathy, Trustworthiness, Responsiveness

Table: Model Summary of 5 Service Quality Dimension

 Regression Analysis

ANOVAa

Model Sum of Squares df Mean Square F Sig.

1 Regression 7.500 5 1.500 3.190 .004b

Residual 11.285 24 .470

Total 18.785 29

a. Dependent Variable: Customer satisfaction

b. Predictors: (Constant), Tangibility, Reliabilty, Empathy, Trustworthiness, Responsiveness

Table: Regression Analysis of Customer Satisfaction Depending on 5 Service Quality Dimensions

 Coefficients Analysis

Coefficientsa

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) 2.838 .627 4.528 .000

Trustworthiness -.362 .228 -.428 -1.586 .126

Responsiveness .412 .223 .504 1.852 .006

Reliability .421 .249 .407 1.690 .014

Empathy .057 .252 .065 .227 .005

Tangebility -.460 .163 -.633 -2.825 .122

a. Dependent Variable: Customer satisfaction

Table: Coefficients Analysis of Customer Satisfaction Depending on 5 Service Quality Dimensions

 Limitations
•Due to the ongoing pandemic situation, we were not able to make a physical survey or telephone interviews
and we had to conduct an online survey. So it was difficult for us to find out more information and give it more
accuracy.
•Very few articles have been published on “Pathao” and its impact on Customer Satisfaction regarding the
necessities of Service Quality Dimensions, that's why we didn’t get much information as secondary data for our
research.
 Recommendations

• Improve reliability and security

• Check quality and fitness of vehicles
• Give rider behavioral training
• Rider Authenticity must be checked
Conclusion