Abstract
Technology has revolutionized communication, and how services can be delivered to the intended end-users. Many areas such as supply chain, logistics, health, aviation, and education have been greatly influenced. Despite all the technological advancements, public transportation in Zambia, which is dominated by bus operators, still faces challenges in computerizing and automating their business processes, to improve service delivery. The problem of misplaced and missing luggage is among the problems the operators are currently facing. The first objective was to identify the challenges faced by bus operators in managing passenger luggage and factors that affect the adoption of technology. A population of bus operators and passengers was identified, of which a sample was conveniently drawn from the intercity bus terminus. Technology Adoption Model (TAM) was used in this research to guide the development of questionnaires, interviews and observations, in order to understand the business processes and operations. Results from the study show a link between the use of technology in managing passengers’ language, ease of use and usefulness of the technology. Furthermore, the results show that 28% of the sample population misplaced or lost luggage during a journey. Most participants in the research expressed willingness to use a system that can allow for real-time monitoring of luggage, with a few expressing security concerns of a system that is connected to the internet. The study recommends the development of luggage tracking system based on RFID, GPS and GSM technologies with a GUI to aid bus operators in managing passenger luggage, which will improve accountability and reduce lost customer luggage incidences.
Highlights
Zambia has embarked on road network infrastructure development, for example, the link Zambia 8000 Project [1], and many other road expansions countrywide
Despite all the technological advancements, public transportation in Zambia, which is dominated by bus operators, still faces challenges in computerizing and automating their business processes, to improve service delivery
The information on age was crucial because it helped the researcher to know the computer literacy levels and how respondents would be able to learn computers to effectively use the luggage tracking system
Summary
Zambia has embarked on road network infrastructure development, for example, the link Zambia 8000 Project [1], and many other road expansions countrywide This has attracted many bus operators to provide the service, to meet the growing demand. Most travellers carry with them sentimental items, and expensive merchandise on journeys; bags get misplaced, lost and worst-case stolen at bus stations. For this reason, it is very necessary to have a mechanism to track luggage in case of loss or theft. Another noticeable development is the advent of courier services provided as an add-on service by bus operators; customers entrust their merchandise and parcels with bus operators for delivery to the rightful owner
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