Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania,

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dc.contributor.authorLushakuzi,Simon Shaban
dc.date.accessioned2024-09-23T06:36:47Z
dc.date.available2024-09-23T06:36:47Z
dc.date.issued2011
dc.descriptionA thesis submitted in fulfilment of the requirements for award of the degree of Doctor of Philosophy of Mzumbe University
dc.description.abstractThis research was conducted in Dar es Salaam city at Ubungo bus terminal (UBT) and in Morogoro municipality at Msamvu bus terminal (MBT). The main objective of the research was to analyse relationship between quality of services as measured by reliability, responsiveness, assurance, empathy, and conduciveness of materials on the one hand and passengers‟ satisfaction at bus terminals in Tanzania, on the other. This research focused on passengers at bus terminals who were thought to be forgotten in the sense that there exist low standard terminal services for them. Literature review focuses on key concepts, service quality and diverse service quality models including servqual, servperf, serviscape and servuction. A case study design was adopted, with a sample of one hundred and thirty one (131) respondents. Primary and secondary data collected were tested and found to be fit, reliable and valid for making meaningful interpretation. Furthermore, the result indicated that multi-methodology approach was appropriate in gathering information. The research findings were based on all Total Score Value (TSV) results at Ubungo and Msamvu bus terminals which indicate unfavourable opinions and the association of all attributes were at 0.05 and 0.01 significant levels. The study came up with the conclusion that the understanding of quality management for vehicle operation has a significant influence on standard of service at the bus terminals. As such, form of operators licensing should be appropriate to ensure that operators of public transport services meet specified standards of competence and integrity to enhance customers‟ satisfaction at bus terminals.
dc.description.sponsorshipNational Institute of Transport (NIT)
dc.identifier.citationAPA
dc.identifier.urihttps://scholar.mzumbe.ac.tz/handle/123456789/1266
dc.language.isoen
dc.publisherMzumbe University
dc.subjectService quality theory
dc.subjectTransit passengers'
dc.subjectCustomer satisfaction
dc.subjectPassengers satisfaction
dc.subjectPublic transport service
dc.subjectService quality
dc.subjectGrönroon’s service quality model
dc.titleAnalysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania,
dc.typeThesis
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