Assessment of Factors Influencing Customer Satisfaction in Anbessa Public Bus Transport Enterprise (Apte): The Case of Three Routes in Addis Ababa
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Date
2025-05-01
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Addis Ababa University
Abstract
This study was conducted with the main objective of assessment of factors influencing customer satisfaction in Anbessa public bus transport enterprise: by taking example on three routes in Addis Ababa. In order to address the stated objective, the researcher applied mixed research approach. And also, the researcher used descriptive research design. The main data collection instruments were both primary and secondary sources. The researcher was taken 91 of the 102 people from the 17 sample vehicles traveled through three routes (number 03, 51 &90) for data collection and some respondents through purposive sampling methods for interview. Based on the study findings, it is concluded that a significant and a positive relationship exists between the bus reliability, frequency, affordability, safety and customer satisfaction in the three routes. In the study area, the customers Anbessa public transport was not satisfied as they expected with the bus reliability, frequency, affordability, safety and the buses condition. This means customers perceived that service delivery of Anbessa bus transport did not meet their expectations. Finally, to make the Anbessa public bus transport service more reliable, improve bus service frequency city, increase the safety and to enhance its customer satisfaction, the researcher recommended that the Enterprise (city transport authority) should increase the frequency of the vehicles, introduce of dedicated bus lanes, increased seating capacity, to make the service more affordable and satisfy the authority should be implemented for all routes at different distances, the government should monitor the fare prices of Anbessa public bus, enhance the condition of the Anbessa public bus transport, the bus physical facilities, equipment, and cleanness of buses and appearance of personnel, improve modern technology should be improved.
Key Words: Anbassa Bus, Customer Satisfaction, Public Transport, reliability, frequency, Affordability, Safety.