Proposal on Service Delivery and Customer Satisfaction in Transport Business
Research Objective
The general objective of the study will be to examine the service delivery and customer satisfaction in transport business.
Specific Objectives
The specific objectives of this study are:
- To assess the extent which the customers are satisfied with public transport service
- To describe the quality services rendered by public transport company to their customers
- To examine the influence of bus driver behavior on customers’ patronage
- To correlate the influence of waiting time of customers on public transport patronage
- To ascertain the influence of adequate technology and infrastructure of pace-setter company in meeting the customers’ satisfaction
THEORETICAL FRAMEWORK /LITERATURE REVIEW
Consumer choices affect the perceived level of operation such as the length of the path, travel time, the number of service and frequency of bus services. Waiting time for long, failure to provide information of occasional delays and lack of good waiting environment are other factors or causes of customer dissatisfaction (Bielen & Demoulin, 2007). Esteban et al., (2002) defined service as the backbone of the industries which ensure the rising and development of the economies. Customer satisfaction in public transport is faced with series problem which ranges from long waiting time as results of inefficiency in their operation.
The objectives of this research work will be to examine the influence of customers satisfaction on public transport service, the extent which the customers are satisfied with public transport service, to describe the quality services rendered by public transport company to their customers, to examine the influence of bus driver behavior on customers’ patronage, to correlate the influence of waiting time of customers on public transport patronage, to ascertain the influence of adequate technology and infrastructure of pace-setter company in meeting the customers’ satisfaction.
The hypotheses of this research work will be formulated under null and alternate hypotheses. The project work will be useful for government of Oyo state, the management of pace setter transport service and any tertiary institutions.
METHODOLOGY
The Study Area
This study will be carried out in Ibadan Ibadan is located in the south-western part of Nigeria. The city is the second largest in Africa and fourth most populated in Nigeria with an estimated population of about four (4.5m) million people (NPC, 2006). The city of Ibadan is located approximately on Longitude 3.5 east of Greenwich meridian and Latitude 7.23 North of the Equator. The study area comprises eleven contiguous local government areas.
Research Design
The independent variable used in this study will be the overall satisfaction with Ajumose Public bus transport service. Dependent variables will be the specific service quality attributes which consist of public bus transport departure frequency, travel time, punctuality, price, information, cleanliness, staff behavior, bus comfort, seat availability, bus stop security, safe from accident, on board security, bus stop condition, and information in bus stop. Data will be collected using questionnaire, the most common tool to evaluate the similar aim. Data analysis using statistical tool will be carried out in two ways, to investigate both global and local satisfaction on public bus transport.
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