Abstract:
he objective of the research is to assess service quality dimensions and its effect
on customers’ satisfactions in public transport. To this purpose the researcher
has studied the service quality and customer satisfaction of Gamo Gofa zone
public transport using service quality gap model. Non random sampling
technique was used to collect data from respondents in each 10 transport routes
and bus stations. A total sample of 97 respondents and 20 key informants who
have used public transport and knowledge about public transport service in
Gamo Gofa Zone were taken as a respondent. It is concluded that passengers of
Gamo Gofa Zone public transport users are not satisfied with the perceived
services of five quality dimensions of the model and it enforce the public
transport providers to focus on passengers expectations. Public service providers
should focus on improves waiting shelters, benches, showers; concerned legal
bodies should follow implementation of public transport proclamation rules and
regulations at all routes as well as supervisors and controllers should enforce to
implement rules and regulations when violated and delivers training and
awareness for the employees to handle customers/passengers in good manner.
Therefore; the contemporary knowledge and skill as well as ethics of drivers,
conductors and other service providers need to be intervened by concerned
bodies.
