Woldetensae, Berhanu(phd)Husein, Muktar2022-04-202023-11-282022-04-202023-11-282021-06http://etd.aau.edu.et/handle/12345678/31478Public transportation in Addis Ababa has been dominated by city bus services provided by the few bus enterprises, taxis operated by private sectors and Light Rail Transit. Walking is also major mode of transport for a significant number of city residences. Despite the role of LRT, buses and mini-bus taxis as the major public transport system, the overall urban mobility in Addis has been characterized as chaotic, unreliable, unsafe, unaffordable and inefficient for a fast-expanding city. Public transportation has influential role in the quality of life individually and the productivity of entire regions in every society through generating inter or intra regions or city connections during urbanization. Cities with poor public transport are characterized by suppressed social and economic advantages. However, providing a reliable, efficient and quality transportation service to the people is a challenging operation to the service provider. Since its establishment, Anbessa City Enterprise has passed through many ups and downs to improve and expand its transportation service in general. It has got major improvement so far. Yet, the enterprise could not be able to address the required quality and the ever-increasing transportation demand in and around the city of Addis Ababa. Hence, the Anbessa city bus service operation requires a continuous performance assessment for efficient and proper utilization of buses to serve the current and future customers’ demand. As a result, any intervention in this regard cannot be fruitful unless the current level of performance and the gap in quality of service is identified scientifically. The objective of this research is therefore to evaluate performance of Anbessa city bus based on quality of service specifically along the Bethel-Merkato route. To evaluate performance of Anbessa bus along this route, indicators regarding quality of service were identified from different literatures and discussed under literature review section of the research. Identified quality-of-service indicators are service availability, service frequency, trip time, service reliability, comfort, safety and security, cleanliness, fare, information and customer care. Two methods were developed to analyze the study. The first method was customer satisfaction index (CSI), this method analyzed overall customer satisfaction rate of the service by calculating quality-of-service indicators importance rates and satisfaction rates of 351 respondents. The second method was Common Values for the Performance Indicators; this method analyzed expected level of service quality to be delivered from the view point of different expected average performance levels. Based on the analysis the first method results identified, the service is about 53.2% successful in satisfying its customers, which indicates low result in satisfying its users. The second result also showed that, quality of service along this route is below average in some attributes and average in the rest. Further studies are needed to develop standard performance evaluation indicators at city and level and evaluation of Anbessa bus performance from service provider’s perspective.enPerformance,indicatorsIndexes,customer satisfactionimportance ratessatisfaction rateThesis