Volume 4, Issue 2, June 2019, Page: 49-57
The Impact of Transportation Service Quality on Customer Satisfaction: Evidence from Amhara Region, Ethiopia
Gobezie Getachew, Department of Management, College of Business and Economics, Raya University, Maichew, Ethiopia
Received: Feb. 21, 2019;       Accepted: Apr. 13, 2019;       Published: May 15, 2019
DOI: 10.11648/j.hep.20190402.13      View  190      Downloads  32
Abstract
The main objective of this study was to assess the impact of transportation service quality on customer satisfaction; in case of Debre Markos city. To achieve the objective of this study, data was collected through close-ended and open-ended questionnaires from 320 respondents who are Bajaj customers. Stratified random sampling was employed to categorize Bajaj associations into ten strata according to their beginning terminals and convenience sampling method was used to select sample population from each strata. Primary and secondary data were used for this study and quantitative and qualitative method also employed. This study was undertaken in one year and hence, used Cross-sectional method. This study has used transportation service quality dimensions like reliability, security, comfort, safety and convenience as independent variables and customer satisfaction as dependent variable. Data collected by using schedules were analyzed by using statistical analysis such as descriptive and inferential analysis. Descriptive statistic such as frequency, percentage, mean, standard deviation and inferential statistic such as correlation and multiple linear regressions were calculated by Statistical Package for Social Science (SPSS) version 20. The correlation result revealed that there is a significant relationship between independent variables and dependent variable. The result from regression analysis indicates that reliability, security, comfort, safety and convenience have a significant effect on customer satisfaction. The finding revealed that Bajaj customers are moderately satisfied with the current service supply. Recommendations for improvement in service quality resulting in customer satisfaction have been made.
Keywords
Reliability, Security, Comfort, Safety, Convenience, Customer Satisfaction, Bajaj Transport
To cite this article
Gobezie Getachew, The Impact of Transportation Service Quality on Customer Satisfaction: Evidence from Amhara Region, Ethiopia, International Journal of Health Economics and Policy. Vol. 4, No. 2, 2019, pp. 49-57. doi: 10.11648/j.hep.20190402.13
Copyright
Copyright © 2019 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Reference
[1]
Atalik, O. &Arslan, M. (2009). A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travelers. International journal of business and management.
[2]
Zeithaml, V. A. (1988). “Consumer perceptions of price, quality and value: a means and model and synthesis of evidence”. Journal of Marketing, Vol: 52, (3), pp. 2-22.
[3]
Parasuraman, A. Zeithaml, V. A. and Berry, L. L. (1988). “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing Marketing, spring.
[4]
Jamal A. Naser, K. (2002). Customer satisfaction and retail banking an assessment of some of the key antecedents of customer satisfaction in retail banking, International journal of Bank Marketing, vol: 20, (4) pp. 146-160.
[5]
Dadkhah, MR. (2009). Customer Oriented concepts and principles, (1th ed.). Service management operation strategy and information technology, Daftar Pajoohesh have farhangi. Tehran.
[6]
Olakunori, O. K. (2006). Transportation Management. Enugu: Grovani Publishers.
[7]
Iles, R. (2005). Public Transport in Developing Countries. London: Elsevier Ltd.
[8]
Hair J. F, Black W. C., Babin B. J., Anderson R. E. and Tatham R. L. (2006). Multivariate Data Analysis, (6th Ed.). Upper Sadle River, New Jersey: Prentice Hall.
[9]
Cochran, W. G. (1977). Sampling Techniques. New York: Wiley.
[10]
Al-Sayaad, J., Rabea, A. and Samrah, A. (2006). Statistics for Economics and Administration Studies. Dar Hafez, Jeddah: Kingdom of Saudi Arabia.
[11]
Bhattacherjee, A. (2012). Social Science Research: Principles, Methods, and Practices. University of South Florida: Scholar Commons.
[12]
Field, A. (2005). Discovering statistics using SPSS (2nded.).
Browse journals by subject