The Evaluation of Customer Satisfaction of Anbassa City Bus Service Enterprise
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Date
2015-12
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Addis Ababa University
Abstract
Public enterprises are organizations established and owned by government to provide different
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. Most of these enterprises apply
different types of reforms to improve their service provision capacity and customers’
satisfaction. Currently Anbassa City Bus Service Enterprise (ACBSE) implemented BPR to
improve its service quality and maximizing customers’ satisfaction. This study was conducted to
assess the service delivery performance and customers’ satisfaction in the aftermath of
implementing BPR. To achieve the objectives of this study, data was collected through
questionnaire from a sample of 192 customers and employees of the Enterprise. These
respondents were selected using simple random sampling method. Additional data was collected
through interview from the General Manager and Public Transport Core Process Owner of the
Enterprise. The data collected using the questionnaire were analyzed using statistical tools such
as mean and frequency analysis. Service delivery of the Enterprise was evaluated by using
service quality dimensions 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 even if the Enterprise implemented BPR to
improve its services. Based on the findings of the study, the researcher forwards some
recommendations like maintaining effective complaint handling, supporting the service delivery
by IT, empowering employees to serve their customers in proper way, and others which help to
improve the Enterprise service delivery performance
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Keywords
Customer satisfaction, Bus service enterprise