SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORT IN GAMO GOFA ZONE RESEARCH PROJECT SUBMITTED TO ARBA MINH UNIVERSITY, COLLEGE OF BUSINESS AND ECONOMICS DEPARTEMENT OF MANGEMENT IN PARTIAL FULFILLEMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION

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.