| Abstract: | Multimodal transport service is essential for the development of any country’s economy and expected to be delivering with high quality service. Multi-modal transportation service is commonly known as combined transport of goods using at least two different means of transport from the point of receipt to the recipient’s destination under a single contract. This study focused to examine the effects of multimodal transport service quality on customer satisfaction in Ethiopian Shipping and logistics Service Enterprise at head office level in Addis Ababa. There are some models to measure service quality and customer satisfaction in service providing organization. In this study, the researcher chosen SERVPERF model for discussion and analysis purpose. The model is an important model to measure customer’s satisfaction relative to customer perceptions for the shipping and logistics services. The researcher modified SERVPERF model to measure multimodal customer satisfaction. To make the analysis the researcher distributed questionnaires to 355 customers of ESLSE at head office in Addis Ababa, out of these 250 (71%) respondents returned the questionnaires. This study used both descriptive and inferential statistics to carry out the research analysis. The analysis result indicated that on tangibility, responsiveness, assurance & cost dimension customers were agree level, relatively on reliability, empathy and infrastructure service quality dimension customers were disagree to the service provided by the organization. The correlation matrix indicated that customer satisfaction have positive and significant relationship with reliability, tangibility, responsiveness, assurance, empathy, cost and infrastructure dimension of multimodal transport service quality in ESLSE at the head office in Addis Ababa. Based on the findings the researcher recommended to improve reliability, empathy & infrastructure dimension of multimodal service quality dimension. ESLSE should also keep update the tangibility, responsiveness, assurance and cost dimension of multimodal service quality to satisfy their loyal customers. |
