The Effect of Service Quality on Tourist Satisfaction in Taxi Service at Bole International Airport
| dc.contributor.advisor | Tefera PhD, Tamirat | |
| dc.contributor.author | Kibru, Demeke | |
| dc.date.accessioned | 2020-09-30T10:15:45Z | |
| dc.date.accessioned | 2023-11-18T08:41:52Z | |
| dc.date.available | 2020-09-30T10:15:45Z | |
| dc.date.available | 2023-11-18T08:41:52Z | |
| dc.date.issued | 2020-06 | |
| dc.description.abstract | The main objective of the research was to assess the effect of service quality on tourist satisfaction in taxi service at Bole international airport. A structured questionnaire was used to gather the relevant data from a sample of 365 respondents who were selected by using a purposive sampling technique. The questionnaire was developed based on five dimensions of modified RESCA model. In the methodology part, the collected data were analyzed using descriptive statistical tools like frequency, percentage, mean, correlation and multiple regression analysis and also the collected data were processed via SPSS version 22. The main findings of the study revealed that all the five satisfaction affecting factor, (reliability, safety and security, comfort, price affordability and driver’s professionalism) have a positive relationship with taxi passenger’s satisfaction. Also, five hypotheses were tested to examine the effect of these variables on tourist’s satisfaction. The results of multiple regression analysis proved that three of the factors (safety and security, price affordability & driver professionalism) have a positive and a significant effect on tourist’s satisfaction, and comfort dimension has a negative but a significant effect on tourist’s satisfaction while the remaining one factor reliability has a negative and insignificant effect. Besides, the result of this study revealed that tourists were most satisfied with the safety and security of taxi followed by driver professionalism, price affordability, comfort and reliability. Furthermore, the results of the analysis showed that 74.3 % of the variation in dependent variable (tourist satisfaction in taxi service) is explained by five predictor variables (reliability, Safety and Security, Comfort, Price affordability and Driver professionalism) mentioned in the study. Indicating that there are other unmentioned variables (25.7%) that influence tourists satisfaction. Based on the findings of the study, the researcher forwarded some recommendations to the concerned stakeholders. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/22525 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Tourist Satisfaction, Taxi Service, Quality Factors. Bole International Airport | en_US |
| dc.title | The Effect of Service Quality on Tourist Satisfaction in Taxi Service at Bole International Airport | en_US |
| dc.type | Thesis | en_US |