Assessing and Enhancing Service Quality in the Transport Sector: Case of Addis Ababa City Bus Service Company (AACBSC)
| dc.contributor.advisor | Gulelat Gatew | |
| dc.contributor.author | Kalkidan Bekele | |
| dc.date.accessioned | 2025-01-14T13:59:06Z | |
| dc.date.available | 2025-01-14T13:59:06Z | |
| dc.date.issued | 2024-06 | |
| dc.description.abstract | Service quality in the transport industry sector is crucial in one’s country socio, economic and political aspects evaluated to ascertain the level of service provided to customers. This study focuses on determining the impact of service quality dimensions on customer satisfaction and loyalty within this sector. The research was conducted in Addis Ababa, under the four terminals: Addis Ketema (Mercato), Leghar, Piassa (Menelik), and Megenagna. The study involved 138 participants who were surveyed using SERVPERF and Kano model questionnaires to assess service performance and prioritize customer needs. Descriptive analysis was carried out using Statistical Package for Social Sciences (SPSS) software to evaluate service performance. The findings revealed a low performance across all service quality dimensions, with reliability being identified as the most severe compared to others. This indicates that customers perceive a significant gap in the consistency and dependability of the service provided. The Kano model analysis further categorized service attributes, where five attributes fell under the "Must be" category. These attributes were critical to customers and were deemed essential for their basic satisfaction. These findings were then utilized as inputs for the House of Quality (HOQ) framework to translate customer requirements into actionable service improvements. The HOQ methodology, through its relation and correlation matrices, was employed to establish proposed solutions aimed at enhancing the identified service quality dimensions. The proposed solutions focused on improving shortcomings dimensions prioritizing reliability and other critical service attributes to meet customer expectations and improve overall service quality. This paper contributes to the ongoing efforts to understand and enhance service quality in the transport industry, providing a comprehensive analysis and practical recommendations for service improvement | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/4105 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.subject | SERVPERF | |
| dc.subject | Kano model | |
| dc.subject | HOQ | |
| dc.subject | QFD | |
| dc.title | Assessing and Enhancing Service Quality in the Transport Sector: Case of Addis Ababa City Bus Service Company (AACBSC) | |
| dc.type | Thesis |