Business Administration

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Browsing Business Administration by Author "Bonaventura, Adam"

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    Assessment of customers’ satisfaction from large buses services in urban public transportation: A case of Ubungo bus terminal
    (Mzumbe University, 2015) Bonaventura, Adam
    Among of the solutions for sustainable transportation especially in urban areas is through provision of public transportation with high services quality that satisfies and fulfils more wide range of different customers’ needs and expectations in order to keep and attract more passengers. Hence, in order for BRT operation to be part of solution with sustainability in terms of their operation and to ensure investment payback the concept of customer satisfaction for large buses customers must be studied. As for such reason this study was designed to assess customers’ satisfaction from large buses services in Urban Public Transportation with emphasis on; effects of service quality dimensions on customers’ satisfaction, to determine the operational performances in terms of buses departure frequency, degree of customers’ satisfaction and service attributes of buses that must be improved in future. This cross-sectional study used quantitative approach and included two hundred and thirteen respondents who were obtained through convenience technique who responded to on-board questionnaire survey; while stratified random sampling technique was used to obtain two large buses (Abood and BM) which were subjected to observation. Moreover, descriptive analysis was the statistical technique used in data analysis with aid of statistical package known as SPSS version 16.0. The study findings revealed that the satisfaction rate of passengers was high whereby, Abood passengers were more satisfied compared to BM passengers, in case of operational performances. Abood buses were departing on time with average time difference of 30.5 minutes between their buses compared to 38.5 minutes of BM. and Also the following attributes were recommended for improvement as they had least satisfaction to respondents; punctuality, ticketing and bus fair and trustworthiness among bus officials. Basing on the study findings, satisfaction had shown positive relationship with operational performances of large buses as Abood had more travelled buses compared to BM. Therefore, the study recommends the improvement of buses’ services quality dimensions for buses operators to realize progressive profit and attract more customers.