Abstract
The aim of this research was to assess the service quality of minibus transport and customer satisfaction in Southern part of South Wollo in some selected districts. The questionnaire was adopted and modified from the past studies. The questionnaires were administered to passengers of four districts. Convenience sampling was used for this research. A total of 221 returned questionnaires was analyzed by using descriptive statistics, correlation and multiple regression analysis to test for the impact of service quality on customer satisfaction. The results showed that assurance β 0.951, produced the greatest influence on customer satisfaction followed by reliability 0.681. Empathy β 0.041 has the lowest positive and insignificant impact on customer satisfaction. This study indicates that service quality is important because it can lead to increased customer satisfaction. The results imply that private Minibus transport service provider should improve service quality provision to increase customer satisfaction. Keywords: Service, quality, customer satisfaction, passenger, SERVQUAL, SERVPERF DOI: 10.7176/EJBM/12-13-01 Publication date: May 31 st 2020
Highlights
Service is any activity that one party can offer to another that is basically intangible paybacks, which through some form of exchange satisfies an identified consumers’ need”
As indicated the above table 7, the results reveal that as following: 1) Overall, how satisfied are you with private minibus transport service (Dissatisfied 48.4%)
Based on the study of the factors that influence customer satisfaction towards the quality of services provided by private minibus transport service in the western part of South Wollo zone, data gathered from the distribution of questionnaires have been analyzed using SPSS software
Summary
Service is any activity that one party can offer to another that is basically intangible paybacks, which through some form of exchange satisfies an identified consumers’ need”. A business with high service quality will meet customer needs whilst remaining economically competitive. This aim may be achieved by understanding and improving operational processes, identifying problems quickly and measuring customer satisfaction and other performance outcomes. It would be likely to say that, societies use transport to fulfill a particular need, i.e. the need to get to rural, urban or work ,etc., and back to home Transport is one of the assorted services which give superior share to the country’s economic development, because, everyone travels whether it be work, home, and garage or do business. Transport is the ways by which these activities occur; it is the glue that fixes together societies and their activities Meeting these needs has been and continues to be the Transport task
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