Bangladesh Road Transport Authority (BRTA) is a regulatory body established to control, manage and ensure discipline in the road transport sector and road safety related areas in Bangladesh. This term paper has objective to measure the satisfaction level of BRTA by evaluating service quality, feasibility, cost and volume of its services. BRTC, the sole State-Owned Enterprise (SOE) in road transport sector, needs to be infused with skill, fair sense of discipline and dynamism for its efficient management to play stronger and more strategic role.The Government has already set out comprehensive policy purporting to project its functional and virtual profile as transparent, readily responsive and Client welfare oriented. Under the framework of the policy, the most of the customers are dissatisfied from BRTA service. So, it must be improved to get better satisfaction level.

1. Competitive Priorities of Bangladesh
Road Transport Authority (BRTA)
Prepared by group: 06

2. Competitive Priorities of Bangladesh
Road Transport Authority (BRTA)
Course Name : Production and Operation Management
Course Code : OMT6301(MBA)
Prepared by:
Group- 06
Name ID
Mehedi Hasan 2123021008
Md. Asifur Rahaman 2123021023
Md. Muzammel Haque 2123021041
Md. Munirruzzaman 2123021043
Jahid Khan Rahat (Team Leader) 2123021047
Shahjalal Mia 2123021049
Submitted to:
Md. H Asibur Rahman
Lecturer
Department of Business Administration- General
Bangladesh University of Professionals (BUP)
Submission Date: 1st November, 2022

3. Letter of Transmittal
18th
October, 2022
Md. H Asibur Rahman
Lecturer
Bangladesh University of Professionals (BUP)
Subject: Submission of the Term Paper on “Competitive Priorities of Bangladesh Road
Transport Authority (BRTA)”.
Dear Sir,
It is a great pleasure and privilege to present the Term Paper on “Competitive Priorities of
Bangladesh Road Transport Authority (BRTA)” which was assigned to us as a partial
requirement for the completion of our Production and Operation Management course.
Throughout the study we tried with the best of our capacity to accommodate as much
information and relevant issues as possible and tried to follow the instructions as you have
suggested. We tried our best to make this report as much informative as possible. We sincerely
believe that it will satisfy your requirements. However, we sincerely believe that this report
will serve the purpose of our term paper.
We, therefore, pray and hope that you would kindly accept our term paper and oblige thereby.
With thanks, and best regards.
Sincerely yours,
MD. Muzammel Haque ………………………….
MD. Muniruzzaman ………………………….
Mehedi Hasan ………………………….
MD. Shahajalal Mia ………………………….
Jahid Khan Rahat ………………………….
Md. Asifur Rahaman ………………………….

4. Acknowledgement
We are thankful and pay our deep gratitude towards the almighty Allah at the beginning
because without the blessing we wouldn’t have been this fortunate to finish this term paper.
There are a lot of people whom we have to thank too. First of all, our cordial thanks go to Md.
H Asibur Rahman Sir as our course instructor to provide us this great opportunity to work in
this term paper and giving us the such privilege to learn thereby. A huge gratitude goes to all
member of group-6 as they put sufficient effort to complete the term paper. Finally, we would
like to thank the respondents who filled out the survey and helped us complete the report.

5. Executive Summery
Bangladesh Road Transport Authority (BRTA) is a regulatory body established to control,
manage and ensure discipline in the road transport sector and road safety related areas in
Bangladesh. This term paper has objective to measure the satisfaction level of BRTA by
evaluating service quality, feasibility, cost and volume of its services.
BRTC, the sole State-Owned Enterprise (SOE) in road transport sector, needs to be infused
with skill, fair sense of discipline and dynamism for its efficient management to play stronger
and more strategic role.
The Government has already set out comprehensive policy purporting to project its functional
and virtual profile as transparent, readily responsive and Client welfare oriented. Under the
framework of the policy, the most of the customers are dissatisfied from BRTA service. So, it
must be improved to get better satisfaction level.

6. Contents
1.0 Introduction...............................................................................................................................1
1.1 Function of BRTA.................................................................................................................2
2.0 Objectives of the Study.............................................................................................................2
2.1 Broad objective......................................................................................................................2
2.2 Specific objective...................................................................................................................2
3.0 Research Question ....................................................................................................................2
4.0 Literature Review .....................................................................................................................3
4.1 Customer Satisfaction...........................................................................................................3
4.2 Quality of Services ................................................................................................................3
5.0 Research Hypothesis.................................................................................................................4
6.0 Research Model...............................................................................................................................4
7.0 Research Methodology .............................................................................................................5
7.1 Sample....................................................................................................................................5
7.2 Measures................................................................................................................................5
7.3 Data Analysis Method...........................................................................................................5
8.0 Analysis......................................................................................................................................6
8.1 Demographic analysis...........................................................................................................6
8.2 Correlation.............................................................................................................................9
8.3 Regression............................................................................................................................10
8.4 Coefficients ..........................................................................................................................11
9.0 Findings....................................................................................................................................15
10.0 Implication...............................................................................................................................15
11.0 Limitation of Studies...............................................................................................................15
12.0 Conclusion ...............................................................................................................................16
13.0 References................................................................................................................................17
14.0 Questionary .............................................................................................................................18
15.0 Appendix Table.......................................................................................................................21

7. Page | 1
1.0 Introduction
Bangladesh Road Transport Authority (BRTA) is the road transport regulatory agency of
Bangladesh. Bangladesh Road Transport Authority was established under section 2A of the
Motor Vehicle Ordinance of 1983 and the subsequent 1987 amendment. It has functioned since
January 1988. BRTA is a regulatory body to control, manage and ensure discipline in the road
transport sector of Bangladesh, as well as to maintain road safety. It works under the Ministry
of Road Transport and Bridges to carry out the purposes set out for it under the Motor Vehicle
Ordinance. The Chairman is the chief executive of BRTA. The chairman is in charge of
fulfilling the purposes of BRTA as prescribed by the rules and assigned by the government. The
total number of circles under the purview of BRTA is 62 (57 district circles and five metro
circles). Bangladesh Road Transport Authority (BRTA) is a regulatory body established to
control, manage and ensure discipline in the road transport sector and road safety related areas
in Bangladesh. It is an authority under the Ministry of Communication for carrying out the
purposes mentioned in the Motor Vehicle Ordinance, 1983. Chief executive of the authority is
the Chairman who exercises such power and performs the related functions according to the
approved rules which are assigned by the Government from time to time. BRTA is the top
Government Organization under the Ministry of Communication in the road transport sector
who is authorized for providing services such as, Registration of Motor Vehicles, Issuance of
fitness certificate of motor vehicles, Issuance of Motor Driving License, Registration of Motor
Driving Training Schools, Inspection of Motor Vehicles involved in road accidents, Inspection
of Government Vehicles for Repair and etc. BRTA takes different actions and measures to
promote road safety and it also coordinates road safety activities carried out by different agencies
and organizations. Since BRTA is involved in different functions and operations in road
transport sector, it has four systems for four main functions and services.
BRTA
Formed 1987
Jurisdiction Government of Bangladesh
Headquarters Banani in Dhaka
Website brta.gov.bd

8. Page | 2
1.1 Function of BRTA
a. Bangladesh Road Transport Authority, BRTA Information System and it has four
functions/modulus:
A. Modulus a – Registration System
B. Modulus b – Fitness Renewal System
C. Modulus c – Vehicle Owners System
D. Modulus d – Accident Report System
b. System for collection of motor vehicle tax and fees through online banking.
c. Smart Card driving license card printing system.
d. Retro Reflective Vehicle Registration of car number with RFID tag.
2.0 Objectives of the Study
2.1 Broad objective
To investigate the customers satisfaction level by analyzing competitive priorities of BRTA.
2.2 Specific objective
➢ To study on Analyze the Attitude of customers & their satisfactions on BRTA
➢ To examine the overall attitude of male and female towards competitive priorities of
BRTA
➢ To help Government in framing motor vehicles laws, rules, regulations, policies, etc
and implementation of this laws and ensure enforcement against violation.
➢ To compare the impact of quality management of BRTA on male and female.
➢ To study on theoretical competitive priorities of BRTA in Bangladesh
3.0 Research Question
a. How is the attitude of customers towards BRTA?
b. How does BRTA maintain quality management system?
c. How is the flexibility of BRTA?
d. Is BRTA responsible for overall management, control and supervision of road
transports?
e. To what extent do competitive priorities affect the competitive advantage of BRTA?
f. What factors that contribute to creation of the competitive advantage of a BRTA?
g. Does BRTA use sufficient technology or innovation?

9. Page | 3
4.0 Literature Review
Bangladesh Road Transport Authority (BRTA) is responsible for regulating road transport in
Bangladesh. The duty of BRTA is to ensure discipline in road and manage the transport sector.
In1988, the Bangladesh Road Transportation Authority (BRTA) became the governing body
to regulate, manage and discipline road transport. The training of drivers, the issuing of driving
licenses, the authorization of roads, the collection of taxes, the registration of new vehicles, the
renewal of the registration of old vehicles and the checking of the fitness of such vehicles have
been carried out. But several concerns have been asked about the legitimacy of the BRTA since
the beginning of its operation. Despite having such an important role in the economy BRTA
fails to ensure road and transport safety as the internal management is corrupted and
unregulated.
4.1 Customer Satisfaction
Customer Satisfaction is a feeling of pleasure or disappointment of someone who appears after
comparing the performance (results) of the product thought against the expected performance
results (Kotler 2006:177, 2019). The dimension or indicator of Customer Satisfaction is if the
performance is below the expectations of eating dissatisfied customers, if the performance
meets expectations, then the customer is satisfied, if the performance exceeds expectations,
then the customer is very satisfied or happy (Kotler 2006:177, 2019) Customer Satisfaction is
an attitude that is decided based on the experience obtained. Satisfaction is an assessment of
the characteristics or privileges of a product or service, or the product itself, that provides a
level of consumer pleasure with regard to meeting consumer consumption needs (Sugeng,
2016). Dimensions or indicators of Customer Satisfaction can be created through quality,
service, and value. The key to generating customer loyalty is to provide high customer value.
(Sugeng, 2016).
4.2 Quality of Services
Most of the researchers evaluate that the quality management of BRTA is not good for the
general mob who have been suffering day after day due not to ensure quality management on
behalf of BRTA. There are vast feasibility to ensure public entrustment throwing correction
BRTA's management policy. BRTA should take some steps to do fixed public transportation
cost for every route as well as provide their service for reasonable cost so that general mob can
take their facilities easily and chiefly. BRTA can take some new innovation idea to encourage
dissatisfied people who don’t rely on BRTA service is good. They can cover most of the rute

10. Page | 4
of Bangladesh but they cannot cover still for management luck. People will be satisfaction
when they are able to be encourage people.
5.0 Research Hypothesis
➢ H0: There is no significant relationship between customer satisfaction and services
➢ H1: There is a significant impact of TQM on customer satisfaction
➢ H2: There is a significant impact of FE on customer satisfaction
➢ H3: There is a significant impact of innovation on customer satisfaction
➢ H4: There is a significant impact of Volume on customer satisfaction
➢ H5: There is a significant impact of cost on customer satisfaction
6.0 Research Model
The research model (Figure- 01) indicates that customer satisfaction depends on the
SERVQUAL dimensions (COST, TQM, Innovation, Flexible Efficiency, Volume). Therefore,
in this study, customer satisfaction was considered the dependent variable and the independent
variables were COST, TQM, Innovation, Feasibility, and Volume jointly representing the
service quality of BRTA. Moreover, key hypothesis H1 was tested along with the five sub-
hypotheses (H1a, H1b, H1c, H1d, and H1e) in order to achieve the objective of the study and
to justify the key hypothesis H1.
Figure-01: Research Model
An econometric model was used to analyze the relationship between dependent and
independent variables to explain the overall findings. Here suggested that for analyzing the
relationship between one dependent variable and several independent variables multiple
regressions analysis can be used. Hence, regression analysis with SPSS was run following this
regression model CS= α0+β1Cost+β2TQM+β3Innovation+β4FE+β4VL+ε Where, CS=
Customer Satisfaction, α0=Intercept, βn=Partial change in the dependent variable for one unit

11. Page | 5
change in an independent variable while other things remain constant, ε=Error of the estimate,
TQM=Total Quality Management, FE= Flexible Efficiency, VL= Volume.
7.0 Research Methodology
7.1 Sample
Google form was sent to 100 participants and the response rate was 83% as 83 respondents
from pharmaceutical companies filled out the given form. Therefore, the sample size was
enough for multivariate analysis (Jackson, 2001). Convenience sampling was used to collect
data. Data were collected from the respondents of the pharmaceutical companies located in
Dhaka city as 75.39% of total pharmaceutical companies are located inside the capital.
7.2 Measures
A structured questionnaire was used to collect data which consists of six sections. The first
section included five questions, which consisted of the demographic profiles. The second
section covers five items of TQM of BRTA service. The third section consists of six innovation
items of BRTA service. The fourth section contains seven items on the Volume and cost of
BRTA services. The fifth section contains seven items of customer satisfaction of BRTA
services. A five-point Likert scale (strongly disagree=1 to strongly disagree=5) was deployed
to measure the items. Google form was used to gather data and a formal mail or messenger
message was sent to respondents to give an overview of the research purpose.
7.3 Data Analysis Method
At first, data was collected from th-9e respondents through Google form in excel format. Then
standard deviation method was applied to screen and clean data with a view to removing
unengaged data in Microsoft Excel platform. Total of 12 data was removed from the raw data
file. Rest of the 83 engaged data was imported to SPSS data sheet for further analysis. After
importing, internal consistency and reliability of the data set were measured using Cronbach’s
Alpha Reliability Test. Some descriptive statistical methods were applied to summarize the
overall responses. Finally, al l the hypotheses were tested using regression analysis method.

12. Page | 6
8.0 Analysis
8.1 Demographic analysis
Gender: Here 55.4% male and 44.6% Female. So, we find that the male respondents of the
survey is high.
Age: 21-30 years is 81.9%, 31-40 years 12% and below 20 is 6%. Maximum respondents age
os between 21 to 30 years.

13. Page | 7
Religion: 91.6% is Muslims, 6% Hindhu and 0.4% Christian. Here maximum muslim
respondents are participate.
Occupation: 67.5% is Student, 19.3% is Business man, 6% is Housewife and remaining
percentage is in variety of occupations. Here maximum participate are students.

14. Page | 8
Residential Area: 75.9% is from Urban and 24.1% is from Rural. Maximum respondents are
form urban area.
Marital Status: 79.5% is single and 15.7% married and remaining are from different areas. Here
we find that maximum respondents are single.

15. Page | 9
Education: 49.4% are from bachelors and 37.3% are from Postgraduate degree, 12%
Secondary and remaining are from different areas.
8.2 Correlation
Correlations
CS TQM FE Innovation Volume COST
CS
AVG
Pearson Correlation 1 .682** .516*
*
.174 .131 -.206
Sig. (2-tailed) <.001 <.00
1
.138 .268 .078
N 74 74 74 74 74 74
TQM Pearson Correlation .682** 1 .690*
*
.206 .204 .003
Sig. (2-tailed) <.00
1
<.00
1
.078 .081 .980
N 74 74 74 74 74 74
FE Pearson Correlation .516** .690** 1 .196 .261* .048
Sig. (2-tailed) <.00
1
<.001 .095 .025 .687
N 74 74 74 74 74 74
Innovati
on
Pearson Correlation .174 .206 .196 1 .632** .446**
Sig. (2-tailed) .138 .078 .095 <.001 <.001
N 74 74 74 74 74 74
Volume Pearson Correlation .131 .204 .261* .632** 1 .523**
Sig. (2-tailed) .268 .081 .025 <.001 <.001
N 74 74 74 74 74 74
COST Pearson Correlation -.206 .003 .048 .446** .523** 1
Sig. (2-tailed) .078 .980 .687 <.001 <.001
N 74 74 74 74 74 74
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).

16. Page | 10
The relation among CS and TQM, FE, innovation, Volume and cost was most strongly
negative related to TQM, r=.682,p<0.001, than to FE ,r=.516,p<0.001, than to
INNOVATION,r=.174,p<0.001 than to VOLUME, r=.131,p<0.001 than to COST, r=-
.206,p<0.001
The relation among TQM and CS AVG, FE, INNOVATION, VOLUME and COST was
negligible positive related to CS AVG, r=.682, p<0.001, than to FE, r=.690,p<0.001, than to
INNOVATION,r=.206,p<0.001 than to VOLUME, r=.204,p<0.001 than to COST,
r=0.003,p<0.001
The relation among FE and CS AVG, TQM, INNOVATION, VOLUME and COST was most
negligible positive related to CS AVG, r=.516, p<0.001, than to TQM ,r=..690,p<0.001, than
to INNOVATION,r=.196,p<0.001 than to VOLUME, r=.261,p<0.001 than to COST,
r=0.003,p<0.001
The relation among INNOVATION and CS AVG, TQM, FE, VOLUME and COST was very
low positive related to CS AVG, r=.174, p<0.001, than to TQM, r=..206,p<0.001, than to FE
,r=.196,p<0.001 than to VOLUME, r=.632,p<0.001 than to COST, r=0.446,p<0.001
The relation among VOLUME and CS AVG, TQM, FE, INNOVATION and COST was very
low positive related to CS AVG, r=.131,p<0.001, than to TQM ,r=..204,p<0.001, than to
FE,r=.261,p<0.001 than to INNOVATION, r=.632,p<0.001 than to COST, r=0.523,p<0.001
The relation among COST and CS AVG, TQM, FE, INNOVATION and VOLUME was
negative correlation related to CS AVG, r=-.206,p<0.001, than to TQM ,r=.003,p<0.001, than
to FE,r=.048,p<0.001 than to INNOVATION, r=.446,p<0.001 than to VOLUME,
r=0.523,p<0.001
8.3 Regression
Variables Entered/Removed
Model Variables Entered Variables Removed Method
1 COST, TQM,
Innovation, FE,
Volumeb
. Enter
a. Dependent Variable: CS AVG
b. All requested variables entered.

17. Page | 11
Model Summary
Model R R Square Adjusted R
Square
Std. Error of the
Estimate
1 .733a .537 .503 .70836
a. Predictors: (Constant), COST, TQM, Innovation, FE, Volume
ANOVAa
Model Sum of
Squares
df Mean
Square
F Sig.
1 Regressio
n
39.535 5 7.907 15.758 <.001b
Residual 34.121 68 .502
Total 73.656 73
a. Dependent Variable: CS AVG
b. Predictors: (Constant), COST, TQM, Innovation, FE, Volume
8.4 Coefficients
Coefficients
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
B Std. Error Beta
1 (Constant) 1.018 .625 1.631 .108
TQM .743 .146 .584 5.075 <.001
FE .120 .164 .085 .731 .467
Innovation .187 .155 .131 1.202 .233
Volume .102 .179 .066 .569 .572
COST -.471 .153 -.305 -3.068 .003
a. Dependent Variable: CS
𝒀𝒙= a+bx
𝒀𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝑺𝒂𝒕𝒊𝒔𝒇𝒂𝒄𝒕𝒊𝒐𝒏= 1.018+.625* 3.429090419
=3.161181512

18. Page | 12
𝒀𝑻𝑸𝑴= 1.018+.584* 2.867601843
=2.692679476
𝒀𝑭𝑬= 1.018+.085* 3.167153447
=1.287208043
𝒀𝑰𝒏𝒏𝒐𝒗𝒂𝒕𝒊𝒐𝒏= 1.018+.131* 3.459209408
=1.471156432
𝒀𝑽𝒐𝒍𝒖𝒎𝒆= 1.018+.066* 3.333605648
=1.238017973
𝒀𝑪𝑶𝑺𝑻= 1.018+-.3053.639801367
=0.71263602
The problem:
To Investigate If TQM has a significant impact on customer satisfaction
Hypothesis
H1: There is a significant impact of TQM on customer satisfaction
There is a hypothesis test if the TQM crisis has a significant impact on customer satisfaction.
The dependent variable CS was regressed on predicting variables TQM to test hypothesis H1
TQM significantly predicted CS, F (5, 68) = 15.758, p < .001, Which indicates that the TQM
can play a significant role in shaping CS (b = .584, p < .001). Those results clearly direct the
positive effect of the TQM. Moreover, the R2 = .537 Depicts that model explains 53.7 % of
variable In TQM. Table shows the summary of the findings.
Hypothesis Regression
weight
Beta
coefficient
R F t-value p -value Hypothesis
Supported
H1 TQM – CS .584 .537 15.758 5.075 .001 Yes
The problem:
To Investigate If FE has a significant impact on customer satisfaction

19. Page | 13
Hypothesis
H2: There is a significant impact of FE on customer satisfaction
There is a hypothesis test if the FE crisis has a significant impact on customer satisfaction. The
dependent variable CS was regressed on predicting variables FE to test hypothesis H2 FE
significantly predicted CS, F (5, 68) = 15.758, p < .001, Which indicates that the FE can play
a significant role in shaping CS (b = .085, p < .001). Those results clearly direct the positive
effect of the FE. Moreover, the R2 = .537 Depicts that model explains 53.7 % of variable in
FE. Table shows the summary of the findings.
Hypothesis Regression
weight
Beta
coefficient
R F t-value p -value Hypothesis
Supported
H1 FE – CS .584 .537 15.758 5.075 .001 Yes
The problem:
To Investigate If innovation has a significant impact on customer satisfaction
Hypothesis
H3: There is a significant impact of innovation on customer satisfaction
There is a hypothesis test if the innovation crisis has a significant impact on customer
satisfaction. The dependent variable CS was regressed on predicting variables innovation to
test hypothesis H3 innovation significantly predicted CS, F (5, 68) = 15.758, p < .001, Which
indicates that the innovation can play a significant role in shaping CS (b = .131, p < .001).
Those results clearly direct the positive effect of the innovation. Moreover, the R2 = .537
Depicts that model explains 53.7 % of variable In innovation. Table shows the summary of the
findings.
Hypothesis Regression
weight
Beta
coefficient
R F t-value p -value Hypothesis
Supported
H1 INNOVATI
ON– CS
.131 .537 15.758 5.075 .001 Yes
The problem:
To Investigate if volume has a significant impact on customer satisfaction
Hypothesis
H4: There is a significant impact of Volume on customer satisfaction

20. Page | 14
There is a hypothesis test if the Volume crisis has a significant impact on customer satisfaction.
The dependent variable CS was regressed on predicting variables Volume To test hypothesis
H4 Volume significantly predicted CS, F (5, 68) = 15.758, p < .001, Which indicates that the
innovation can play a significant role in shaping CS (b = .066, p < .001). Those results clearly
direct the positive effect of the innovation. Moreover, the R2 = .537 Depicts that model
explains 53.7 % of variable in innovation. Table shows the summary of the findings.
Hypothesis Regression
weight
Beta
coefficient
R F t-value p -value Hypothesis
Supported
H1 Volume –
CS
.066 .537 15.758 5.075 .001 Yes
The problem:
To Investigate If cost has a significant impact on customer satisfaction
Hypothesis
H5: There is a significant impact of cost on customer satisfaction
There is a hypothesis test if the cost crisis has a significant impact on customer satisfaction.
The dependent variable CS was regressed on predicting variables cost to test hypothesis H5
cost significantly predicted CS, F (5, 68) = 15.758, p < .001, Which indicates that the cost can
play a significant role in shaping CS (b = -.305, p < .001). Those results clearly direct the
Negative effect of the cost. Moreover, the R2 = .537 Depicts that model explains 53.7 % of
variable In cost. Table shows the summary of the findings.
Hypothesis Regression
weight
Beta
coefficient
R F t-value p -value Hypothesis
Supported
H1 COST – CS -.305 .537 15.758 5.075 .001 Yes

21. Page | 15
9.0 Findings
According to the SPSS analysis report it is found that the independent variables are affecting
the dependent variable. Here 5 independent variables are TQM, FE, Innovation, Volume and
cost and the dependent variable is Customer Satisfaction. By the table it is found that 4 (TQM,
FE, Innovation and Volume) out of 5 have a positive impact on customer service when one-
cost has a negative impact over customer service. From the table we can see that the value of r
square=.537 This means it has almost a 53.7% impact on customer satisfaction and the value
of p is also less than 0.001 means p < .001.
10.0 Implication
5 independent variables such as TQM, FE, Innovation, Volume and cost are implied
over one dependent variable is customer service. Here 5 independent variables that
have any impact over one dependent variable or not have been tested by Correlation
and regression. In the correlation each one of the dependent and independent
variables have any impactful relation or not have been tested through 2-tailed tests
and in regression the value of r and r square, F,t and p value are computed
respectively and later compare to find out any impact have or not.
11.0 Limitation of Studies
A. Lack of Sample size
B. Lack of available and/or reliable data
C. Lack of prior research studies on the topic
D. likert scale questionnaire can not express all question answer properly.
E. Lack of access to the BRTA.

22. Page | 16
12.0 Conclusion
Bangladesh must have an efficient and sustainable transport system to ensure continued
economic development and wellbeing of the people. However, the present trend of
development appears to be more ad-hoc having no explicit focus on future requirements and
the means of meeting these directions on a competitive as well as sustainable basis. The need
to address the deficiencies with appropriate policies, strategies and actions as indicated in
chapter V are of paramount importance in the context of new environment of increased
globalization, regionalization and privatization.
As we can see, the independent variables have an impact on the dependent variable. So BRTA
should focus on those variables. especially in cost because it has a negative impact over
customer service.
BRTA need to improve the service quality. The survey result show that most of the customer
are dissatisfied from the BRTA services. However, they must improve the time management,
volume, feasibility and as well as cost.

23. Page | 17
13.0 References
1. "Bangladesh Road Transport Authority". Banglapedia. Retrieved 2 October 2016.
http://www.brta.gov.bd/ 41826.391332477602568&type=3
2. "BRTA at a glance". Bangladesh Road Transport Authority. Retrieved 24 July 2014.
https://www. /media/set/?set=a.578319878903826.10737
3. "Activities". Bangladesh Road Transport Authority. Retrieved 24 July 2014.
http://www.bracbank.com/brta.php

24. Page | 18
14.0 Questionary
Name :
Email :
Please check (√) to the box:
1. What is your gender?
□Male □Female □Others
2. What is your age?
□15-20 years □21-25 years □26-30 years □ 31-35
years
□36-40 years □41-45 years □46-50 years □ Above
50
3. What is your religion?
□Buddhist □Christian □Hindu
□Muslim □Others
4. What is your occupation?
□Students □Businessman □Jobholder □
Housewife
□Share Investor □Self-employed □Self-employed □ Others
5. Your residential area?
□Urban □Rural
6. Your marital status?
□Married □Widowed □Separated □Divorced
□Single □Others
7. Your education levels?
□No school □Primary school □Secondary school
□High School □Bachelor's degree □ Postgraduate degree
Dear Respondent,
Greetings of the Day! We, the students of Bangladesh Professional University, are conducting a study on
“Competitive Priorities of Bangladesh Road Transport Authority (BRTA)”. We would appreciate your kind
cooperation in filling out the following questionnaire. Please be assured that the information you provide
will be strictly confidential and will be used for academic purpose only.
Regards
Group: 06
MBA 21 Batch

25. Page | 19
Now we would like to give you some questions from several dimensions. The answers mark will be as
followed: (Strongly Agree = 5; Agree = 4; Neutral = 3; Disagree = 2; Strongly Disagree = 1).
Please Fill-up the circle ( ) to which degree you agree or disagree with the following:
SL. Questions Rating
Total Quality Management (TQM)
08. Services were provided on time ⑤ ④ ③ ② ①
09. I was informed when services would be performed ⑤ ④ ③ ② ①
10. Employees were available when needed ⑤ ④ ③ ② ①
11. Employees were polite and friendly ⑤ ④ ③ ② ①
12. Employees understood my specific needs ⑤ ④ ③ ② ①
13. Employees were knowledgeable when answering my questions ⑤ ④ ③ ② ①
14. Employees were well dressed and neatly presented ⑤ ④ ③ ② ①
15. Equipment was up to date ⑤ ④ ③ ② ①
Feasibility
16. BRTA New project will remove all suffering from general mob ⑤ ④ ③ ② ①
17. BRTA New project is costlier than that other country ⑤ ④ ③ ② ①
18. I find BRTA’s online service and process is very efficient ⑤ ④ ③ ② ①
19. I find BRTA’s offline service and process is very efficient ⑤ ④ ③ ② ①
20. I find BRTA service location was convenient ⑤ ④ ③ ② ①
21. I find BRTA follow effective process for certifying vehicles fitness ⑤ ④ ③ ② ①
22. BRTA and traffic police should work together to stop non-fit
vehicles
⑤ ④ ③ ② ①
23. BRTA's driving test is efficient enough to provide a driving license ⑤ ④ ③ ② ①
Cost
24. BRTA service charge is high ⑤ ④ ③ ② ①
25. BRTA can cut costs by eliminating corruption ⑤ ④ ③ ② ①
26. BRTA should fix all route transportation cost ⑤ ④ ③ ② ①
27. BRTA can reduce costs by improving operational efficiency ⑤ ④ ③ ② ①
28. I find bus fare-chart logical according to diesel price per
kilometres
⑤ ④ ③ ② ①
Innovation
29. BRTA need to update their rules and regulation to ensure road
safety
⑤ ④ ③ ② ①
30. BRTA used sufficient technology ⑤ ④ ③ ② ①

26. Page | 20
31. BRTA need to launch a mobile application to prompt their service ⑤ ④ ③ ② ①
32. I find BRTA's complain system is very easy. ⑤ ④ ③ ② ①
Volume
33. BRTA could not cover all the cities in Bangladesh ⑤ ④ ③ ② ①
34. BRTA is responsible for road safety ⑤ ④ ③ ② ①
35. BRTA should decentralize their service ⑤ ④ ③ ② ①
36. BRTA Policy and procedure is customer oriented ⑤ ④ ③ ② ①
Customer Satisfaction
37. I am satisfied with the service of BRTA ⑤ ④ ③ ② ①
38. The quality of service I received met my expectations ⑤ ④ ③ ② ①
39. I am satisfied with my selection of the BRTA as transportation
service
⑤ ④ ③ ② ①
40. I find BRTA service is error free ⑤ ④ ③ ② ①
Thank You

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15.0 Appendix Table

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