lyzing Public Transportation Operations and Management in the City of Addis Ababa (A Case Study on Anbessa City Bus Service Enterprise)
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Date
2017-11
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Addis Ababa University
Abstract
Public transportation serves as veins to accelerate development in industry, trade,
education, health and other services. However, the presence of inefficient operations and
management system of public transportation service in most developing countries made
passengers to face great inconveniences, as well as additional costs to the daily trips due
to substantial delays and variability of travel time. Analyzing public transportation
operations and management is paramount for making improvement decisions and
evaluate implemented mitigation measures. Performance indicators such as operational,
managerial and service quality indicators are important tools used to evaluate public
transportation service given by the service provider organization. This research was
conducted to evaluate the operational, managerial, and service quality performance using
performance indicators of the existing public transportation in the City of Addis Ababa
by taking a specific case study on Anbessa City Bus Service Enterprise. To achieve the
objective of the study, primary and secondary data was collected through interview,
questionnaire, literature survey, and organizational records. The data collected was
analyzed using statistical analysis tools based on the predefined indicators and set
standards for developing countries. And also HDM-4 VOC of the RED model was used
to calculate the vehicle operating costs (VOCs) of ACBSE buses. The result from the
analysis showed that; the current operational, managerial and service quality
performance is poor; which lacks efficiency, effectiveness, and productivity. Moreover,
the customers, the majority of them, 71% were dissatisfied, while 24% and only 5% were
averagely and well satisfied respectively by the overall service provision delivered by the
Enterprise. Therefore it has recommended, reforming operational strategies, improving
the management practices, improving the quality of service delivered, and most
importantly modernizing the operation and management systems by integrating ITS and
ICT technologies to better solve the deficiencies and facilitate the working condition.
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Keywords
Public transportation, operations, management, service quality, performance indicators