Assessment of Customer Satisfaction on Multi-modal Transport System: The Case of Selected Private Import Businesses
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Date
2016-05
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Addis Ababa University
Abstract
The primary objective of this study was to assess customer satisfaction on multimodal transport system as evidenced from users (private import business) perspective. Multimodal transport service, logistics service value, and customer service relationship quality, have been utilized as measurement constructs to assess the level of customer satisfaction. In this study, the customer satisfaction has been rigorously studied. The constructs have been properly operationalized to develop, the survey questionnaires used to collect data. A quantitative method has been applied to analyze the data collected from importers operating in Addis Ababa. The findings of the statistical analysis have shown that importers have been relatively dissatisfied on the multimodal transport service. They have not been feeling that the current multimodal operator has been delivering the logistics service value for money and they have been indifferent to the customer service relationship quality. The study has also shown that there are no statistically significant relations between the indicators, which support the null hypotheses as well. In summary, this study has empirically assessed the multimodal transport system has contributed insignificantly to enhance importers business performance in Addis Ababa. And importers businesses have not been improved due to the service values of the current MTO in Ethiopia. This will provoke the need for furthers research at national level in order to assure the theoretically supported effect of the multimodal transport service on private businesses.
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Multimodal Transport System