The Effect of Traffic Service Quality on Citizens Satisfaction: The Case of the Traffic Management and Control Department of Addis Ababa City Administration
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Date
2024-09
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Addis Ababa University
Abstract
This study investigates the relationship between traffic service quality and citizen satisfaction within the Traffic Management and Control Department of the Addis Ababa City Administration. Using a conceptual framework based on the Traffic Service Quality Model, six dimensions of service quality were examined: accessibility, efficiency, safety, fairness in enforcement, communication, and professionalism of traffic personnel. Data from 294 respondents were analyzed using descriptive statistics, correlation analysis, and multiple linear regression. Results indicate generally below-average perceptions of service quality and satisfaction. Correlation analysis reveals significant positive relationships between traffic service quality dimensions and citizen satisfaction. Multiple linear regression shows that approximately 76.9% of satisfaction variability can be explained by the six service quality dimensions. In terms of individual effect, all independent variables that are considered in this study are significant in predicting the citizens satisfaction in Traffic Management and Control Department of the Addis Ababa City Administration. These findings underscore the importance of targeted interventions and comprehensive reforms within the Traffic Management and Control Department to address identified deficiencies and enhance citizen satisfaction with traffic services in Addis Ababa. Recommendations for enhancing each dimension are provided. The study provides various recommend to address specific aspects of traffic service quality and contribute to overall improvements in citizen satisfaction within the Traffic Management and Control Department of the Addis Ababa City Administration.
Key Words: Traffic Service quality, Citizen satisfaction, Traffic management, Addis Ababa City Administration