Assessment of Customers’ Satisfaction with Transportation Service Delivery The Case of Addis Ababa Sheger Bus Mass Transport Enterprise

Abstract

The main purpose of this study was to assess customers’ Satisfaction with Transportation Service Delivery: The Case of Main Terminals of Sheger Bus Mass Transport Enterprise in Addis Ababa. To conduct this study the researcher employed qualitative and quantitative research approach. The researcher used descriptive research design. The main data collection instruments were both primary (questionnaires and interviews) and secondary sources. Questionnaires were analyzed by employing quantitative (descriptive statistics, frequency and mean score. Besides, the qualitative data were analyzed through content analysis and descriptive narrations through concurrent triangulation strategy. Reliability test was conducted to measure the degree of consistencies among the measurement variables before the main research is conducted using pilot test from 20 participants, which were not participated, in the main research. The result of the study indicated that there is a negative gap between customer’s expectation and perception. This means customers perceived that service delivery of sheger bus transport did not meet their expectations. In this regard, consumers are not satisfied with any dimension of service quality. (Tangibility, Reliability, Responsiveness, Assurance, Empathy) show a gap between expected service and perceived service and this means sheger bus transport need to make improvements in all dimensions in order to close gaps that could lead to increased customer satisfaction. Finally the, researcher recommended that the Enterprise must treat its customers by giving the right service to make the enterprise competent and profitable specially the tangible dimensions physical facilities and neatness of employs, reliability dimensions the promised service dependably and accurately, responsiveness dimensions willingness and provide prompt service, empathy dimensions support and give personal attention to customer.