ANALYSIS OF CUSTOMER SATISFACTION OF BUS SERVICE IN ADDIS ABABA CITY USING EXISTING BUS SERVICES CONDITIONS

Abstract

Transport plays greater roles for economic growth and social development of nations. Public transport was a shared passenger transport service which was available for use of general public for the purpose of travelling from an origin to a destination. In Addis Ababa transport service was being delivered to the public through publicly owned Anbessa city bus service enterprise, Alliance bus, and sheger bus and different privately owned vehicles, such as small bus and taxis. This study Analysis of customer satisfaction of Anbessa city bus service and approaches to improve the public transportation system to play a major role in creating safe, sustainable, and equitable urban mobility in the context of Addis Ababa city, Ethiopia. The study mainly relies on primary data for its analyzed with the help of sample surveys and structure interviews, questionnaire, and observation. Due to the increasing competition of service and the high demand of the customers, service quality was the fundamental factor to measure customers’ satisfaction in Addis Ababa city. The questionnaire of this study was designed using five dimension of service quality and 500 respondents, who use Anbessa city bus service were randomly selected to elicit their overall satisfaction in the use of Anbessa city bus service in Addis Ababa city using a self-rated questionnaire. Data obtained were analyzed using descriptive statistics and Regression analyses with the help of SPSS 20.0 version software. Finding of the analysis may be useful to improve the bus services in the selected terminal.