Passenger’s Rating of Service Delivery of Transport Businesses in Nigeria
CHAPTER ONE
Objectives of the Study
The main objective of this study is to ascertain passengers’ rating of service delivery of transport businesses and the level of satisfaction derived from patronizing them.
Specifically, this study will seek among other things to:
- Examine the extent to which passengers are satisfied with the level of service they receive from the transport service providers;
- Determine whether difference exist between service provided by private transport businesses and their public counter parts;
- Find out the extent of cordial relationship existing between customers and service providers.
- Ascertain passengers’ complaints and how such complaints are handled;
- Examine how passengers seek redress in the face of service failure.
CHAPTER TWO
LITERATURE REVIEW
Introduction
This chapter intends to give theoretical in relation to the problem under the study whereby numerous empirical studies carried out outside and inside Tanzania are reviewed. This chapter begins with conceptual definitions, theoretical analysis, empirical literature review, research gap identified, Conceptual framework, theoretical framework. The conceptual definitions tries to define key terms while the theoretical framework explains different theories put forward by various scholars and tries to see if that theory safeguards this study. On the other hand empirical review attempts to explain the gaps deduced from different researches done on similar subjects and hence try to bridge those gaps in line with this study objective.
Conceptual Definitions
Customer Service
Two terms need to be defined distinctively here; that is customer and service. People have developed a number of phrases that illustrate the importance of the term customer. These include: “a customer is always right, customer is king, give customer what they need, and customer is an asset’ etc. Hornby (1989), parasuraman & Grewal (2000) define a customer as an individual or business entity that buys the product, meaning that they acquire it (regally, and probably but not necessary, physically) and pay for it.
Service is also performances, needs or efforts, risky to clients. They are also perishable, variable and inseparable. Today, service is one of the most widely used and most poorly implemented terms in business. Customer Service is defined as a department or function of an organization that responds to inquires or complaints from customer of that organization. Customer service has gone beyond that definition in recent years.
CHAPTER THREE
RESEARCH METHODOLOGY
INTRODUCTION
In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and scientifically present the results of a study to the research audience viz. a vis, the study beneficiaries.
RESEARCH DESIGN
Research designs are perceived to be an overall strategy adopted by the researcher whereby different components of the study are integrated in a logical manner to effectively address a research problem. In this study, the researcher employed the survey research design. This is due to the nature of the study whereby the opinion and views of people are sampled. According to Singleton & Straits, (2009), Survey research can use quantitative research strategies (e.g., using questionnaires with numerically rated items), qualitative research strategies (e.g., using open-ended questions), or both strategies (i.e., mixed methods). As it is often used to describe and explore human behaviour, surveys are therefore frequently used in social and psychological research.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
This chapter presents the analysis of data derived through the questionnaire and key informant interview administered on the respondents in the study area. The analysis and interpretation were derived from the findings of the study. The data analysis depicts the simple frequency and percentage of the respondents as well as interpretation of the information gathered. A total of hundred and twenty (120) questionnaires were administered to respondents of which 100 were returned. The analysis of this study is based on the number returned.
CHAPTER FIVE
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS:
5.1 Introduction
This chapter summarizes the findings on the passenger’s rating of service delivery of transport businesses in Nigeria, Delta State as case study. The chapter consists of summary of the study, conclusions, and recommendations.
5.2 Summary of the Study
In this study, our focus was on the passenger’s rating of service delivery of transport businesses in Nigeria, Delta State as case study. The study is was specifically focused on examining the the extent to which passengers are satisfied with the level of service they receive from the transport service providers; determine whether difference exist between service provided by private transport businesses and their public counter parts; Find out the extent of cordial relationship existing between customers and service providers, ascertain passengers’ complaints and how such complaints are handled; and axamining how passengers seek redress in the face of service failure.
The study adopted the survey research design and randomly enrolled participants in the study. A total of 100 responses were validated from the enrolled participants where all respondent are staff of the selected transport companies in Delta State.
5.3 Conclusions
With respect to the analysis and the findings of this study, the following conclusions emerged;
Despite of challenges influencing customer’s satisfaction in urban public transport in Delta state and other cities within the country, public transport still important for daily transportation to all stakeholders who uses public transport. When challenges arises during transportation of the cargo and or passengers it is a time when relevant transport regulatory authority revealed that price setting, is an important aspect like other aspects in public transport. In order for public transport to operate smoothly, all stakeholders who are involved in public transport such as drivers, conductors, passengers be aware with all factors which influence public transport to be vital to the community at large, should be well addressed and maintained so that can operate efficiently and effectively within the community.
A study concluded that public transport still very important to the community who depend on public transport which is regarded as safe, secured and available information all the time and so economical related to customers with normal income. The study also concluded that proper price set, safety and security, good and comfortable means of transport and availability of informations, remain as a challenge factors to satisfy customers from time to time and this should be tackled time to time.
5.4 Recommendation
Based on the findings the researcher recommends that;
- The drivers have to make sure that they handle pregnancy women, disables and sick people carefully and in good manner, avoid bad languages to their customers and attend training concerning their professional. They have to make sure that vehicles are well maintained according to preventive maintenance and follow proper route and schedule in order to avoid traffic jam.
- The conductors have to make sure that they handle pregnancy women, disables and sick people carefully and in good manner, avoid bad languages to their customers and attend training concerning customer care and return customers remaining money from their fare accordingly.
- Passengers have to pay fare accordingly, avoid abusing language to drivers and conductors, avoid the habit of smoking and over drinking while travelling, avoid paying by large note like ten thousand note in the morning time so that change is not available which lead to travel without paying and agree with the new price set up by the public transport authority.
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