Commuter satisfaction and operational challenges of intermediate public transport services: A case study of Rajshahi city corporation, Bangladesh

In many rapidly urbanizing cities of developing countries, formal public transportation remains underdeveloped, placing significant reliance on Intermediate Public Transport (IPT) systems such as auto-rickshaws, CNGs, and E-rickshaws. These modes have become vital for ensuring daily mobility, particularly in medium-sized cities like Rajshahi in Bangladesh. Despite IPT's prominence in Bangladesh's urban mobility landscape, little empirical research has examined user satisfaction and operational issues in secondary cities. This study addresses this gap by focusing on commuter perspectives and system inefficiencies in Rajshahi City Corporation. The aims of the study are to determine the factors behind commuters' perceptions in choosing Intermediate Public Transport as a mode of travel in Rajshahi City Corporation, analyze the current route-based services provided by IPT, and develop strategies for improving these services within the city. A convergent parallel mixed-methods approach was employed, combining quantitative survey data from 205 commuters with qualitative insights from focus group discussions (FGDs) and key informant interviews (KIIs) with city officials and IPT operators. Analytical methods included descriptive statistics, Spearman's correlation, exploratory factor analysis (EFA), and multinomial logistic regression. Descriptive results show that 42 ​% of respondents rated IPT service as “Average,” and only 9.8 ​% as “Excellent.” A strong positive correlation was observed between vehicle availability and usage (r ​= ​.670), but a weak negative relationship existed with user satisfaction (r ​= ​−.176), indicating inefficiencies due to vehicle clustering. Factor analysis identified four major dimensions of satisfaction: vehicle availability, fare fairness, route convenience, and service quality. Regression analysis showed that age, income, travel frequency, and service perception significantly predict commuter satisfaction. To enhance IPT effectiveness, the study recommends implementing regulated fare structures, designated stops, vehicle tracking, and improved scheduling. Urban policymakers must recognize IPT's evolving role and support structured governance to meet the transport needs of secondary city populations. • This research highlights the following: • Intermediate Public Transport (IPT) services in developing country. • Factors behind commuter's perceptions to use IPT as a mode choice. • Broader understanding of urban transport in developing countries and offer practical recommendations for improving the reliability and efficiency of IPT systems.