Abstract:
Transportation has a great effect on every human being’s life, so the surrounding public has a
vital interest in a good transportation system for their comfortable life. An increase in
population generates increasing in travel demand that influences public transport users’
satisfaction. Nowadays, our country deals with explosive growth in vehicle ownership and
utilization but face a large number of travel demand and problems. The main purpose of this
study is to assess customer satisfaction based on the service quality of public transport at
Gondar town bus station to provide alternative recommendations on the implementations of
customer satisfaction in public transport service quality in Gondar town. Descriptive and
explanatory research designs were employed to carry out this study. The primary source of data
was 258 selected from an infinite passenger. While distributing 258 questioners, 223
questionnaires were returned. But, due to 29 incomplete questionnaires, the research was done
based on 194 questionnaires. The total distributed and collected questionnaire was 86.4% of the
total distributed questionnaire. The data were analyzed using Descriptive and Inferential
statistics (Correlation analysis and multiple regressions). SPSS V20 tools were used to analyze
the gathered data. The result of the findings of the study indicates that employees’ service quality
dimensions tangibility and reliability have a highly significant positive effect and Responsiveness
has a positive relationship but no significant effect and empathy have a positive relationship but
negative effect on customer satisfaction of the bus station. Therefore, it is recommended that
Staffs attire is neat and smart, bus companies has` spacious seats for passengers on board, and
buses are well maintained and neat, the bus always arrives on time, there is a scheduled
timetable for buses.
