SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE TRANSPORT SECTOR: A CASE STUDY OF ALLIANCE CITY BUS ENTERPRISE PLC
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Date
2017-05-06
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Addis Ababa University
Abstract
Private transports are organizations established and owned by private or share company to provide transport services to the public. Most of the time these enterprises give their services to the public by collecting some amount of money which is less than the market price of the goods or services provided by them and sometimes with subsidy.
Their customers are important stakeholders in organizations and their satisfaction is a priority to management. The objective of the study was conducted to assess the effect service quality has on the customers satisfaction of the enterprise. To achieve the objectives of this study, data was collected through questionnaire from a sample of 304 customers of the Enterprise. These respondents were selected using convenience sampling method. The data collected using the questionnaire were analyzed using statistical tools such as mean, percentage, table, correlation and frequency analysis. Service delivery of the Enterprise was evaluated by using service quality dimensions and Gap analysis method designed by Parasuraman et.al. (1988). The results of this evaluation indicate that, almost in all dimensions of service quality the Enterprise service provision rated as poor and customers are not satisfied except some factors within the dimensions. Generally, the finding of this study indicates that customers were not satisfied by overall service provision of the Enterprise and the service quality declined. Based on the findings of the study, the researcher forwards some recommendations like maintaining effective complaint handling, train employees, advise the employees about the service delivering system and customer handling procedure to serve their customers in proper way that help to improve the Enterprise service delivery position
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train employees, customers, Enterprise